Question
I placed my order a few days ago so why have I not received it yet?

Answer
We do dispatch all orders promptly so it is unusual for customers to not receive them on time. If you are expecting an order and it has not arrived please email us on info@smilemedia.co.uk or call +44 (0)1604 634511.

Is it due yet?
Most small print orders dispatched next day, although some kinds of personalised gifts take longer. Check the order confirmation email for the expected turnaround time for your orders. It may be that the order isn't due to be dispatched yet.

I specified the wrong or an incomplete delivery address
If you notice in the dispatch confirmation email that the delivery address was wrong or incomplete please contact us quoting your order reference. Your package may have been returned to us in which case we can send it out to the corrected address.

It has been dispatched but I haven't received it
We dispatch all domestic orders by Royal Mail First Class post. In 90% of cases the Royal Mail manages to deliver first class post next day but this is not guaranteed. It can take up to 5 working days for mail to be delivered. If your order was dispatched by first class post and you haven't received it within a week of dispatch then please contact us, quoting your order reference. We can then arrange to reprint and redispatch the order to you, obviously at no further charge.

Please note that longer grace periods apply to orders being sent overseas. This is generally 2 weeks for the rest of Europe and 3 weeks for rest of World.

Will it fit through my letter box?
If your order was for poster prints it would have been posted in a tube which will most definitely not fit through a normal letter box. If you order was for enlargements or gifts then it would have been a larger package