FAQ

At SMARTEW LTD, we believe every vase is more than a vessel — it is a story waiting to be part of your home. Below are answers to some of the most common questions, crafted to make your shopping experience smooth and reassuring.

🌸 Orders & Products

Q1: Are the vases handmade?
Many of our pieces involve traditional techniques, from crystal cutting to terracotta shaping. While some designs are hand-finished, others combine artisanal heritage with modern precision to achieve perfect balance.

Q2: Will the vase I receive look exactly like the photos?
We strive for accuracy, but due to the nature of materials like glass and ceramic, slight variations in colour, texture, or finish may occur. We view these as part of the charm and uniqueness of each piece.

🚚 Shipping & Delivery

Q3: Do you offer free shipping?

  • United Kingdom: Yes, all orders ship free.

  • International: £15 flat rate, or free shipping for orders above £200.

Q4: How long will my order take to arrive?

  • UK Orders: 3–6 business days.

  • International Orders: 7–15 business days, depending on customs and destination.

Q5: Can I track my order?
Yes. Once dispatched, you will receive a tracking number via email to follow your vase’s journey.

🔄 Returns & Refunds

Q6: What is your return policy?
We offer 30 days of free returns or exchanges. Items must be unused, in original packaging, and accompanied by proof of purchase.

Q7: How do I start a return?
Simply email us at info@smartewltd.shop with your order details, and our team will guide you through the process.

Q8: When will I receive my refund?
Refunds are processed within 5–10 business days once the returned item is inspected.

🌍 International Customers

Q9: Will I need to pay customs fees?
Some international orders may be subject to customs duties or local taxes. These charges are the responsibility of the customer.

💌 Customer Support

Q10: How can I reach you if I need assistance?
You may contact us via: