We are well prepared for this winter sale, with many new products, a huge restock and lots of great highlights awaiting you!

As with last year's big sale, we are expecting a huge number of orders this time too.

Although we have restructured – primarily for the Black Friday Sale – we want to be completely open with you and announce now that the delivery time during the sale will be 2 to 4 days due to the high volume of orders. We hope for your understanding.

As you can imagine, we are doing everything humanly possible to ensure that our servers can withstand the rush. If this is not possible, please do not be upset, but try again in an hour.

Please note that we only work Monday - Friday, and orders are not processed on weekends. Therefore, shipping and replies may be delayed. Our support can also be reached by phone at 040 88167933 from Mon. - Fri. between 10 AM and 5 PM. You are welcome to contact us via the contact form.

Since we process thousands of orders every day, questions naturally accumulate. Please refrain from contacting our staff via social media, but check our FAQ in the link below and use the flows listed there if further assistance is needed.

Yes, the warehouses are full.

Nevertheless, as every year, the bestsellers will be completely sold out in a short time.

So be quick and order your favourite items.

Please note that due to the volume of orders, shipping delays may occur. We therefore ask for your understanding that we cannot maintain our usual delivery times of 2 to 3 days, but that it will take approximately 2 to 4 days. The health of our employees and the employees of the shipping service providers is our top priority!

Your order has already been processed and packed. Next, it will be handed over to DHL.

Due to the high volume, DHL unfortunately cannot pick up all packages daily.

We are already doing our best to ensure that orders are shipped as quickly as possible.

Unfortunately, you cannot reserve products in advance. However, you can create your wish list beforehand, which you can then add to your shopping cart with one click when the sale starts. This saves you time and gives you the chance to get all your favorite products.

Unfortunately, adding an item to your shopping cart does not reserve that item for you.

However, the items will be definitively allocated to you as soon as payment is confirmed.

On the one hand, returns may arrive during the sale, and on the other hand, we also take the liberty of restocking products that sold out quickly.

Please check your inbox for an order confirmation email. Please note that there may be a delay in receiving this email if you are quick and order within the first hours of the sale.

If there is no email there, we ask you to also check your spam folder.

Once the order is being packed, no changes can be made. This includes the possibility to change your delivery address, add to your order, remove an item, or change the size. At this stage, the order also cannot be canceled. If orders have been placed consecutively, it is not possible to combine them.

In urgent cases, please contact support and they will check if a change can still be made.

If someone in your circle placed an order after you but received the package first, please don't worry.

To ensure a smooth process in the warehouse, packages are not packed chronologically, but systematically. As soon as an order is ready for shipment, you will receive a shipping confirmation.

Unfortunately, an item from your order was out of stock, which is why we have refunded the amount. Please check your emails.

Of course, you can return products that don't fit or you don't like during the big sale. Please also note that only a refund will be issued for returns. Unfortunately, an exchange is not possible when returning an item.

! You can register your return here https://smilodox.com/retoure

If you wish to return an item, please follow these steps:

1) On the return form, note whether you would like a refund or an exchange, with the corresponding number.

2) Ideally, pack the items in the appropriate packaging and include the return form.

3) Simply create a shipping label in our returns portal at https://smilodox.com/retoure

4) Please keep your tracking number for any inquiries in case of delay or loss.

Return label: In case of a return, €2.99 will be deducted from your refund for the return shipping costs.

Note: If your order is split into several packages and you have received a package from Amazon, please also return these items according to the instructions above.

Note on exchanges: We will, of course, cover the costs for re-shipping to you. If the desired exchange item is not available, we reserve the right to refund your purchase amount.

If no indication of an exchange is found in the return, the purchase amount will also be refunded.

You do not need a customer account for a return.

Due to a high volume, the number of returns also increases. This may lead to delays. As soon as the return has arrived, you will receive a confirmation email. Once the return has been processed, you will receive an email with the credit note attached. If an exchange was selected during the order, you will receive a new shipping confirmation after dispatch.