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SMYTHS Help Centre - Shipping & Delivery

Shipping & Delivery

Standard Shipping (2- 4 Days) – including Scottish Highlands and Islands

For Great Britain customers, order by 3pm for standard shipping within 2 – 4 working days, excluding orders for large, bulky goods. You will receive an email on dispatch of your order. Working days are Monday to Friday, excluding public holidays. Any orders placed over the weekend will be considered as being placed the following working day.

Standard shipping is FREE for all GB orders over £39, and £2.99 for all orders under £39 - excluding orders containing certain large or bulky items. For more information on orders containing large, bulky items and deliveries to Northern Ireland please see below.

 

Express Shipping (Next Working Day) – excluding Scottish Highlands and Islands and Northern Ireland

For Great Britain customers, order by 3pm for next working day delivery, excluding orders for large, bulky goods and orders being shipping to the Scottish Highlands and Islands and Northern Ireland. You will receive an email on dispatch of your order and also an email advising your one hour time slot on the morning of delivery. Working days are Monday to Friday, excluding public holidays. Any orders placed over the weekend will be considered as being placed the following working day.

Express shipping is FREE for all GB orders over £39, and £4.99 for all orders under £39 - excluding orders containing certain large or bulky items. For more information on orders containing large, bulky items and deliveries to Northern Ireland please see below.

Unfortunately, we are unable to offer this service to our Scottish Highlands and Islands and Northern Ireland customers as the courier is unable to deliver next working day to this region.

 

Large, Bulky Items

Large bulky items can take between 1 – 5 working days and the charges vary depending on the item. If your order contains a large or bulky item you will be notified of the charge and the shipping timeframe when you add this item to your basket. Large, bulky items are typically products that weigh over 30kg. However, some items may be classed as large or bulky items even if they weigh less than 30kg due to the products dimensions. Please note that we try our best to offer the most competitive prices for shipping.

 

Northern Ireland Orders

For Northern Ireland customers, order by 2pm for shipping within 2 - 3 working days, excluding orders for large, bulky items. Working days are Monday to Friday, excluding public holidays. Any orders placed over the weekend will be considered as being placed the following working day.

Shipping is FREE on orders over £39, and £4.99 for all orders under £39 - excluding orders containing certain large or bulky items.

Large bulky items can take between 2 - 5 working days and the charges vary depending on the item. If your order contains a large or bulky item you will be notified of the charge when you add this item to your basket. Large, bulky items are typically products that weigh over 30kg. However some items may be classed as large or bulky items even if they weigh less than 30kg due to the products dimensions.

 

Please note that these delivery times are only guidelines and are not 100% guaranteed due to certain factors which are outside of our control.

Track Your Order

Shipping FAQs

Track Your Order

Order Status

You can view the status of your most recent orders by logging into your My Account and viewing Your Most Recent Orders. This is the easiest and fastest way to get the most current information regarding your order. 

When you click on My Account you'll be prompted to sign in with your email address and password. After you sign in, you can check the status of your orders by viewing Your Most Recent Orders. An order summary page will provide you with detailed information about your current order or past orders you've placed on the Smyths Toys website.

Order Status Glossary:

  • New Order: Order has been placed on our website
  • Order Approved: Order has been approved and is been sent to our online warehouse
  • In Progress: Order is in the process of been picked and packed in our online warehouse
  • Awaiting Shipment: Order is awaiting collection by our delivery carriers
  • Order Dispatched/Order Completed: Order has been loaded on our delivery carriers vehicle and is en route to delivery address. In most cases on this status, you will have a tracking number to track your order.

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Notifications About Your Order

The following are the notifications that you may receive from us in relation to your order (provided a valid mobile number and/or email address has been received):

  • Email to advise order has been placed on our website.
  • Email to confirm order have been approved and is been processed on our online warehouse
  • Email to advise if order has been rejected due to credit check 
  • Email to advise if an order cannot be fulfilled (e.g item not available) or if more information is required to process the order.
  • Email and SMS notification from our delivery carriers with Delivery Day and link to Track Your Order once order is dispatched from the warehouse (please note this notification excludes bulky item orders and Northern Ireland orders).
  • Email and SMS notification from our delivery carriers to advise one hour delivery slot on the day of delivery (please note this notification excludes bulky item orders and Northern Ireland orders).
  • Email if the delivery has failed.

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Tracking Your Order

There are two ways to Track an Online Order:

1. Once an order has been dispatched from the warehouse, our delivery carriers will send an email and an SMS notification providing a link to track your order. This email also provides the day your order will be delivered and a facility to change the delivery date should the current delivery date be inconvenient. Please note this notification excludes orders for large bulky item and  all Northern Ireland online orders.

2. Tracking numbers are assigned to packages at our warehouse and appear in Your Most Recent Orders in the My Account area of our website with your order information as soon as it is available. Please note it may take some time before the package is checked into the carrier's tracking system so even though your package has left our warehouse, the carrier may not be able to provide tracking information right away.


Order Status is different from Tracking Information

Your Order Status is supplied by Smyths Toys, and details what is happening with your order between the time you place it and the time it is dispatched from our warehouse. Once your order is processed and leaves our warehouse, it is handled by our delivery carriers. Our delivery carriers may provide Tracking Information allowing you to keep track of your order when it leaves our warehouse. When tracking information is available you can view it from Your Most Recent Orders in the My Account area of our website.

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Guide to Hermes Tracking Statuses

Please see below guide for more information on the various Hermes tracking statuses:

Out for Delivery to Courier

Parcel has left the depot but has not yet been received by the courier.

If this status has not been updated for more than 24 hours then an enquiry should be raised.

Processed at Depot

Parcel has been received at depot but has not been scanned onto a van for delivery to courier.

Allow longer for tracking to update.

Hub trailer via sorter

Parcel has been scanned in the hub and scanned onto trailer which is en route to the depot.

Allow 24 hours for delivery.

Received at Hermes Hub

Parcel received at the hub but not yet scanned onto a trailer for onward delivery.

Pre advice loaded

Smyths has allocated the parcel to Hermes. Hermes are expecting the parcel into their network but have not yet received it.

If the last tracking date is less than 3 days please allow more time for hermes to receive. If last tracking is more than 3 working days parcel not received by Hermes (missing/not dispatched).

Awaiting courier receipt

Parcel has been allocated to the courier but the courier has not received it.

If the last tracking date is less than 5 working days – allow up to 5 working days from tracking point for parcel to reappear in Hermes network. if the last tracking date is more than 5 working days then your parcel is lost.

Misrouted at Depot

Parcel sent to incorrect depot.

The parcel has been sent to the wrong depot. The parcel will be returned to the hub to be sent out to the correct depot. Please allow a further 48 to 72 hours for delivery.

Return – Process by hub/depot

Parcel is on its way back to Smyths, it is no longer in the Hermes network.

Parcel has been returned. Allow time for the parcel to be received and processed by our returns centre.

Receipt at Depot

The parcel has arrived at the depot for sorting. It will be allocated to the courier.

If no further movement from this tracking point after 5 working days the parcel is lost.

Mis sorted to wrong courier

The parcel has been sent to the wrong courier.

Allow 48 hours for the parcel to be sent back to the depot and re manifested to the correct courier.

Manifested for delivery

Parcel allocated to the courier but is still at the depot and has not yet gone out.

If not receipt scanned by the courier within 5 working days parcel is lost.

Delayed at Depot

The parcel has been returned to the depot due to a query on the delivery.

The depot will investigate the reason for return to enable to parcel to be re manifested back out for delivery.

MOD –Reallocation

The parcel has been relabelled and re despatched to an alternative courier/depot/carrier

Allow up to a maximum of 72 hours dependant on alternative carrier or depot.

UP Reallocation / Updated

The parcel has been reallocated back out to a courier with additional information provided.

Allow up to 48 hours for delivery to take place.

Delivered to Secure Location

The parcel has been left by the courier at the property.

Your parcel has been left in a safe location and you should have been left a calling card detailing this location.

Courier Received

The courier has received the parcel that day and scanned with their hand held terminal.

The courier will make a delivery attempt on the day of the receipt scan.

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Shipping FAQs

Guide to Hermes Tracking Statuses

Please see below guide for more information on the various Hermes tracking statuses:

Out for Delivery to Courier

Parcel has left the depot but has not yet been received by the courier.

If this status has not been updated for more than 24 hours then an enquiry should be raised.

Processed at Depot

Parcel has been received at depot but has not been scanned onto a van for delivery to courier.

Allow longer for tracking to update.

Hub trailer via sorter

Parcel has been scanned in the hub and scanned onto trailer which is en route to the depot.

Allow 24 hours for delivery.

Received at Hermes Hub

Parcel received at the hub but not yet scanned onto a trailer for onward delivery.

Pre advice loaded

Smyths has allocated the parcel to Hermes. Hermes are expecting the parcel into their network but have not yet received it.

If the last tracking date is less than 3 days please allow more time for hermes to receive. If last tracking is more than 3 working days parcel not received by Hermes (missing/not dispatched).

Awaiting courier receipt

Parcel has been allocated to the courier but the courier has not received it.

If the last tracking date is less than 5 working days – allow up to 5 working days from tracking point for parcel to reappear in Hermes network. if the last tracking date is more than 5 working days then your parcel is lost.

Misrouted at Depot

Parcel sent to incorrect depot.

The parcel has been sent to the wrong depot. The parcel will be returned to the hub to be sent out to the correct depot. Please allow a further 48 to 72 hours for delivery.

Return – Process by hub/depot

Parcel is on its way back to Smyths, it is no longer in the Hermes network.

Parcel has been returned. Allow time for the parcel to be received and processed by our returns centre.

Receipt at Depot

The parcel has arrived at the depot for sorting. It will be allocated to the courier.

If no further movement from this tracking point after 5 working days the parcel is lost.

Mis sorted to wrong courier

The parcel has been sent to the wrong courier.

Allow 48 hours for the parcel to be sent back to the depot and re manifested to the correct courier.

Manifested for delivery

Parcel allocated to the courier but is still at the depot and has not yet gone out.

If not receipt scanned by the courier within 5 working days parcel is lost.

Delayed at Depot

The parcel has been returned to the depot due to a query on the delivery.

The depot will investigate the reason for return to enable to parcel to be re manifested back out for delivery.

MOD –Reallocation

The parcel has been relabelled and re despatched to an alternative courier/depot/carrier

Allow up to a maximum of 72 hours dependant on alternative carrier or depot.

UP Reallocation / Updated

The parcel has been reallocated back out to a courier with additional information provided.

Allow up to 48 hours for delivery to take place.

Delivered to Secure Location

The parcel has been left by the courier at the property.

Your parcel has been left in a safe location and you should have been left a calling card detailing this location.

Courier Received

The courier has received the parcel that day and scanned with their hand held terminal.

The courier will make a delivery attempt on the day of the receipt scan.

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How long does it take for an order to be delivered?

Standard Shipping (2-4 Days) – including Scottish Highlands and Islands

For Great Britain customers, order by 3pm for standard shipping within 2 – 4 working days, excluding orders for large, bulky goods. You will receive an email on dispatch of your order. Working days are Monday to Friday, excluding public holidays. Any orders placed over the weekend will be considered as being placed the following working day.

Standard shipping is FREE for all GB orders over £39, and £2.99 for all orders under £39 - excluding orders containing certain large or bulky items. For more information on orders containing large, bulky items and deliveries to Northern Ireland please see below.

 

Express Shipping (Next Working Day) – excluding Scottish Highlands and Islands and Northern Ireland

For Great Britain customers, order by 3pm for next working day delivery, excluding orders for large, bulky goods and orders being shipping to the Scottish Highlands and Islands and Northern Ireland. You will receive an email on dispatch of your order and also an email advising your one hour time slot on the morning of delivery. Working days are Monday to Friday, excluding public holidays. Any orders placed over the weekend will be considered as being placed the following working day.

Express shipping is FREE for all GB orders over £39, and £4.99 for all orders under £39 - excluding orders containing certain large or bulky items. For more information on orders containing large, bulky items and deliveries to Northern Ireland please see below.

Unfortunately, we are unable to offer this service to our Scottish Highlands and Islands and Northern Ireland customers as the courier is unable to deliver next working day to this region.

 

Large, Bulky Items

Large bulky items can take between 1 – 6 working days and the charges vary depending on the item. If your order contains a large or bulky item you will be notified of the charge and the shipping timeframe when you add this item to your basket. Large, bulky items are typically products that weigh over 30kg. However, some items may be classed as large or bulky items even if they weigh less than 30kg due to the products dimensions. Please note that we try our best to offer the most competitive prices for shipping.

 

Northern Ireland Orders

For Northern Ireland customers, order by 2pm for shipping within 2 - 3 working days, excluding orders for large, bulky items. Working days are Monday to Friday, excluding public holidays. Any orders placed over the weekend will be considered as being placed the following working day.

Shipping is FREE on orders over £39, and £4.99 for all orders under £39 - excluding orders containing certain large or bulky items.

Large bulky items can take between 3 - 5 working days and the charges vary depending on the item. If your order contains a large or bulky item you will be notified of the charge when you add this item to your basket. Large, bulky items are typically products that weigh over 30kg. However some items may be classed as large or bulky items even if they weigh less than 30kg due to the products dimensions.

 

Please note that these delivery times are only guidelines and are not 100% guaranteed due to certain factors which are outside of our control.

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How much will my shipping costs be?

Great Britain Shipping Charges (including Scottish Highlands and Islands)

Standard Shipping:

If your order is £39 or under - £2.99

If your order is over £39 - FREE

Express Shipping*:

If your order is £39 or under - £4.99

If your order is over £39 - FREE

* This service is unavailable to the Scottish Highlands and Islands or Northern Ireland and excludes orders for large, bulky goods.

Northern Ireland Shipping Charges

FREE shipping on all orders over £39, excluding orders with large or bulky items. If your order is £39 or under the cost of shipping to Northern Ireland is £4.99. Large or bulky items are typically products that weight over 30kg. However, some items may be classed as large or bulky items even if they weigh less than 30kg due to the products dimensions. Should free shipping not apply to your order you will see the shipping cost displayed when you click ‘Add to Basket’.

Shipping Charges for Large Bulky Items:

Depending on the size and weight of these items, shipping charges vary from £4.99 to £49.99. This applies to Mainland UK and Northern Ireland. Please note that we try our best to offer the most competitive prices for shiping.

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What shipping options are available?

Great Britain customers, excluding Scottish Highlands and Islands customers, have two options for shipping - standard shipping (which is FREE on orders over £39 and £2.99 for orders £39 and under) and express shipping (which is FREE on orders over £39 and £4.99 for orders £39 and under). Please see below for full details.

Standard Shipping (2-3 Days) – including Scottish Highlands and Islands

For Great Britain customers, order by 3pm for standard shipping within 2 – 3 working days, excluding orders for large, bulky goods. You will receive an email on dispatch of your order. Working days are Monday to Friday, excluding public holidays. Any orders placed over the weekend will be considered as being placed the following working day.

Standard shipping is FREE for all GB orders over £39, and £2.99 for all orders under £39 - excluding orders containing certain large or bulky items. For more information on orders containing large, bulky items and deliveries to Northern Ireland please see below.

Express Shipping (Next Working Day) – excluding Scottish Highlands and Islands and Northern Ireland

For Great Britain customers, order by 3pm for next working day delivery, excluding orders for large, bulky goods and orders being shipping to the Scottish Highlands and Islands and Northern Ireland. You will receive an email on dispatch of your order and also an email advising your one hour time slot on the morning of delivery. Working days are Monday to Friday, excluding public holidays. Any orders placed over the weekend will be considered as being placed the following working day.

Express shipping is FREE for all GB orders over £39, and £4.99 for all orders under £39 - excluding orders containing certain large or bulky items. For more information on orders containing large, bulky items and deliveries to Northern Ireland please see below.

Unfortunately, we are unable to offer this service to our Scottish Highlands and Islands and Northern Ireland customers as the courier is unable to deliver next working day to this region.

Large, Bulky Items

Large bulky items can take between 1 – 5 working days and the charges vary depending on the item. If your order contains a large or bulky item you will be notified of the shipping timeframe when you add this item to your basket. Large, bulky items are typically products that weigh over 30kg. However, some items may be classed as large or bulky items even if they weigh less than 30kg due to the products dimensions. Please note that we try our best to offer the most competitive prices for shipping.

 

Northern Ireland and Scottish Highlands and Islands

Currently there is only one delivery option to these regions. Shipping to these regions will take 2-3 working days, excluding orders for large, bulky goods. Large bulky items can take between 3-5 working days and the charges vary depending on the item.  Large, bulky items are typically products that weigh over 30kg. However, some items may be classed as large or bulky items even if they weigh less than 30kg due to the products dimensions.

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What time of day will I receive my delivery?

Orders are delivered between 8.00am and 6.00pm.

For standard shipping in Great Britain (including Scottish Highlands and Islands), you will receive an email on dispatch of your order and delivery should occur within 3 - 5 days from receipt of this email. Working days are Monday to Friday, excluding public holidays although occasionally the driver may deliver on a Saturday but this is not guaranteed. Any orders placed over the weekend will be considered as being placed the following working day. This excludes orders with large, bulky items - please see below for more information on these orders.

For express shipping in Great Britain, you will receive an email on dispatch of your order and also an email and SMS from our delivery carriers advising your one hour time slot on the morning of delivery. If this is inconvenient you can re-schedule the delivery date. Please note this option is not available in Northern Ireland or the Scottish Highlands and Islands.

If convenient, we can deliver your order to your work address. Therefore, when ordering please enter your work address. If applicable, include the company name.

For delivery of large, bulky goods the courier will contact you by phone prior to delivery to arrange a convenient time and date.

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What happens when I am not at home when my delivery arrives?

Our shipping couriers will leave a calling card advising that they tried to deliver the order. For standard shipping, if you are not home when the parcel arrives the courier should attempt delivery three times. On each attempt, a calling card should be left with the couriers telephone number so the customer and courier can arrange a mutually convenient delivery time. If the customer is not home, the courier will attempt to deliver to a neighbour in order to obtain a signature for the delivery. This will show on tracking. If the courier is unable to find a neighbour to deliver the parcel to, they may leave the parcel in a safe location at the customers property.

For express shipping, if you are not home when the parcel arrives the courier will leave a calling card and also send an email and SMS notification to advise you of the attempted delivery and allow you to rearrange an alternative date. In some cases, your order may be left with your neighbour if there is no one to sign for the parcel.  Our delivery courier may attempt to deliver at a neighbour either side of the delivery address or directly opposite at which point a signature and address is recorded. You will also receive a card to advise your parcel has been left with a neighbour and can view the details when you track this order. They will automatically attempt delivery on two consecutive days. If unable to deliver they will hold the parcel in the local depot for a further 2 days, awaiting a response from the receiver. If at this stage, no further delivery instructions are received, the parcel will be returned to our warehouse.

Once this order has been returned to our online warehouse we will process a refund for the order. If you still require this order you will need to re-order.

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Why has my order not been delivered and returned to you?

The most common reason for this is because our delivery carriers attempted delivery and was unable to obtain a signature for delivery. You can check the reason by following the tracking link that was e-mailed to you by our delivery carriers. This order will be returned to our online warehouse and we will refund you for the items, you may incur a shipping charge.

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Why has my order been cancelled?

There are a number of reasons why we cancel an order. The most common reason is because the billing address details provided by the customer do not match the details that the customer's bank has on record for them. Please make sure that that the billing address you provide is the address that the card is registered to. Once an order has been cancelled it cannot be reactivated. Please place a new order making sure all address details are correct.

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My parcel is shown as having been delivered but I have not received it.

If our courier was unable to reach you when they tried to deliver your goods, they may have delivered the parcel to one of your neighbours – please check the tracking link provided by the courier. If having tried your neighbours your parcel is still missing, please contact us and we will investigate further.

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My order has been cancelled but it appears that I have still been charged.

Once your have entered your payment details your bank will place an authorisation against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us. As soon as we cancel an order we automatically send information to your bank to ask them to release any outstanding authorisation. This process will take up to 5 days depending on your bank's procedures.

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I have received the wrong items

If you believe you received the wrong items in your parcel, please contact us and we will investigate further.

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I am missing item's from my order

From time to time orders will be delivered on different dates, so first of all, check your delivery note to see if any of your items will be arriving separately. You will not be charged any additional postage costs. If the delivery note says an item should be in your parcel but it is not, please contact us and we will investigate. 

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How do I track my order?

When your order is dispatched from our warehouse you will be sent an email with your tracking no. for the relevant courier.  Please be aware that there may be a gap between this email and your parcel being available for tracking on the couriers website. Most orders should be available for tracking on business day following this email.

Please note that you will not receive a tracking no. for any parcels delivered via Royal Mail however you will still receive an email confirming your order has been dispatched.

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How can I get my items to arrive faster?

We offer an express shipping service for Great Britian customers. Order by 3pm for next working day delivery. You will receive an email on dispatch of your order and also an email advising your one hour time slot on the morning of delivery. Working days are Monday to Friday, excluding public holidays. Any orders placed over the weekend will be considered as being placed the following working day.

Please note this option must be selected when placing the order and your order cannot be upgraded to this service after your order has been placed. You will be given this option This service excludes orders with large, bulky items and this service is not available to customers in Northern Ireland or the Scorttish highlands and islands.

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Can I ship to multiple addresses?

Currently, we are unable to ship to multiple addresses.

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Where do you deliver to?

We now deliver to all postcodes in the UK, including the Scottish highlands and islands and also to Ireland. If you wish to ship to the Republic of Ireland please do so through Smyths.com.

We do not deliver outside of the United Kingdom or Ireland.

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Do you deliver outside of Mainland UK?

Currently, we do not deliver outside of Mainland UK.

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Can I request a specific delivery date / time when I place my order?

Currently, you cannot request a specific delivery date or time when you place your order. However, for express shipping, on the date of delivery you will receive an email and SMS notification of your one hour time slot. If this is not convenient you will be given the option to re-schedule this delivery. This option does not apply to orders being delivered to Northern Ireland and the Scottish highlands and islands or orders with large, bulky items.

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How is order status different from tracking information?

Your Order Status is supplied by Smyths Toys, and details what is happening with your order between the time you place it and the time it is dispatched from our warehouse. Once your order is processed and leaves our warehouse, it is handled by our delivery carriers. Our delivery carriers may provide Tracking Information allowing you to keep track of your order when it leaves our warehouse. When tracking information is available you can view it from Your Most Recent Orders in the My Account area of our website.

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What if the delivery date has passed and I still don't have my order?

Please note that delivery dates are estimates only, and are not guaranteed. Due to many factors, delivery dates can also change. We do our best to provide accurate estimates and provide you with resources for tracking your order, such as order detail and tracking links. Orders that are shipped via our delivery carriers will have tracking information. 

Please note the following:

1. If the tracking information indicates the package has been delivered it will state the date and time of delivery and who signed for the parcel. In some instances, your order may be left with your neighbour if no one is home to sign for the parcel.  The courier may attempt delivery at a neighbour either side of the delivery address or directly opposite at which point a signature and address is recorded. You will also receive a card to advise you of this. If the courier is unable to find a neighbour to deliver the parcel to, they may leave the parcel in a safe location at the customers property.

2. If the tracking information indicates the package is being returned to us, or if the address is incorrect, it may have been undeliverable.  For standard shipping, the courier should attempt delivery three times. On each attempt, a calling card should be left with the couriers telephone number so the customer and courier can arrange a mutually convenient delivery time. If no contact is made within 3 days from the first delivery attempt the parcel will be returned to our warehouse. For express shipping, the courier will automatically attempt delivery on two consecutive days. If unable to deliver they will hold the parcel in the local depot for a further 2 days, awaiting a response from the receiver. If no further delivery instructions are received, the parcel will be returned to our warehouse

3. If there is no tracking information, or you cannot locate the package and it is not being returned as undeliverable, please contact us

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Are all orders delivered by your couriers discreetly packaged?

We make every attempt to ensure all items are packaged discreetly however there may be some large, bulky goods where we are unable to do so and may be delivered in original packaging.

Please consider getting these delivered to relatives or neighbours if you are purchasing large items for Christmas presents.

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