Shipping

What is Smilepad’s Platform Fee?

Platform fee is levied by Smilepad to sustain the efficient operations and continuous improvement of the platform, for a hassle-free app experience.

Refund of Platform Fee

1) If the order is lost or undelivered to the preferred location, the complete order amount will be refunded if paid online, including the platform fee.

2) If a customer cancels an order partially or returns an order, platform charges will not be refunded.

3) Platform charges will be refunded in case of a full order cancellation

4) For accounts whose return behavior does not adhere to our fair usage policy, platform fee will be non-refundable irrespective of order value*.

*Order value is calculated after applying discounts/VAT/GST or any other applicable charges.

What is Smilepad’s Shipping Fee?

1) Shipping fee is charged towards providing delivery and post order services including but not limited to, higher than average returns

2) Shipping is a value added service charge levied under one of the following circumstances:

3) Orders below a certain value. The value can vary based on the category
     a) Orders below INR 1199 for all categories except personal care and personal care orders below INR 299 (not applicable for Insiders) are charged with Shipping fee.
    b) The final shipping fee is calculated post application of any ‘coupon benefit’ and offers
    c) The threshold values can change, please review the Shipping Fee at the time of checkout

   d) Shipping fee is not levied to Smilepad Insiders, irrespective of the order value.

Refund of Shipping Fee

1. If the entire order is lost or undelivered to the preferred location, the complete order amount will be refunded if paid online, including the shipping fee.
2. If an order is cancelled partially, shipping charges will not be refunded. In case of whole order cancellation, shipping charges will be refunded.
3. In case item/ order is returned, shipping fee is not refunded
4. For accounts whose return behavior does not adhere to our fair usage policy, shipping fee will be non-refundable irrespective of order value*.

*Order value is calculated after applying discounts/VAT/GST or any other applicable charges.

What is Smilepad’s Fair Usage Policy?

We always strive to provide the best experience to our customers. However, very rarely, there are some accounts that misuse Smilepad’s customer-friendly return service. These accounts typically return more items compared to an average user or frequently choose to not accept their shipments. Smilepad reserves the rights to levy shipping fee on customers whose return rates are higher than average and are not adhering to the liberal returns service.

I am an Insider. Why am I seeing the shipping fee?

Shipping fee is a charge levied by Smilepad, for the services rendered by Smilepad on the platform . As an Insider, you continue to enjoy free shipping benefits without any minimum order value limits.

However, a shipping fee is charged to all customers by Smilepad for providing technical expertise, brand aggregation, and post sales support. The fees help mitigate various costs incurred by the platform and ensure smooth running and efficient customer service.

How do I check the status of my order?

Please tap on “My Orders” section under main menu of App/Website/M-site to check your order status.

How can I check if Smilepad delivers to my PIN Code?

You can find out if Smilepad delivers to your PIN Code using the courier serviceability tool available on the product page. Please tap on “Check Delivery options” and enter your area PIN code in the respective field to get the required information about standard order delivery time and availability of Cash on Delivery for the Product selected. The PIN codes serviced by us are frequently updated, so if we do not deliver to your PIN code today, please come back and check to see if this has changed.

How are orders placed on Smilepad delivered to me?

All orders placed on Smilepad are dispatched through our own courier service – Smilepad Logistics or through other courier partners such as Blue Dart, Delhivery Etc.

Does Smilepad deliver products outside India?

No. At this point, Smilepad delivers products only within India.

How can I get my order delivered faster?

Sorry, currently we do not have any service available to expedite the order delivery. In future, if we are offering such service and your area pincode is serviceable, you will receive a communication from our end.

I have received a partial item/partial order or an Untenanted/Void packet?

Kindly reach out to us for pilferage within 72 hours of delivery failing which the claim will not be entertained. Whilst we investigate, request you to please make note of the below pointers:

Please do not use the item for which claim is being raised.

You may be required to information’s like, short description of the case (A few questions will be asked to help us understand the scenario)

The snapshots of the packet and other boxes (If any) (Try to cover the sides which look tampered/damaged as per the Users

The refund for prepaid/Cash on delivery orders will be done after the investigation

You may not be liable for a refund, if he/she falls in any of the scenarios stated below:

Failure to provide adequate information about the case.

Failure to provide snapshots of the packet and box(if any)

If a pilferage delivery was received, pilferage claims must be made the same day.

You must not dispose of the packaging for 3 – 4 days post – delivery. We might need to pick-up your packaging for investigation at our end.

You have used the item for which claim was raised.

In case of a component missing from a multi-component item such as Kurta, Bed – sheets, inner wear sets etc.only exchange return option would be provided basis serviceability and product type

when my order will be delivered?

Your Order might take 5-7 business days depending on the location pin code.