Customer Service Portal
We're here to help with your orders, returns, and questions
Orders & Delivery
My Order
Once your order has been dispatched, you'll receive a tracking number via email. You can track your shipment using this number on our delivery partner's website. Most orders are shipped within 1-2 business days.
You can check your order status by logging into your account or checking the confirmation email we sent you. If your order has been processed, you'll see a tracking number in your order details.
Your order status can be: Processing (we're preparing your order), Dispatched (on its way to you), or Delivered (successfully received). Check your email for the latest updates or log into your account.
Delivery
We offer free standard delivery on all UK orders over £25. Standard delivery takes 3-5 business days. Express delivery (1-2 business days) is available for £4.99.
Standard delivery: 3-5 business days. Express delivery: 1-2 business days. International orders: 7-14 business days depending on destination. You'll receive an estimated delivery date in your confirmation email.
Delivery times can vary due to courier schedules. If your package shows as "out for delivery" but hasn't arrived, please allow until the end of the business day. If it doesn't arrive within the estimated timeframe, contact us and we'll investigate with our courier.
Payment
Payment Methods
We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Klarna, Apple Pay, and Google Pay. All payments are processed securely through our encrypted payment gateway.
Yes, absolutely. We use SSL encryption and PCI-DSS compliant payment processing to ensure your payment information is completely secure. We never store your full card details on our servers.
Payment declines can happen for several reasons: insufficient funds, incorrect card details, or security checks by your bank. Please verify your information and try again, or contact your bank if the issue persists.
Invoices & Receipts
An invoice is automatically sent to your email after your order is placed. You can also download it from your account order history. If you need a VAT invoice, please contact our customer service team.
Returns & Problems
We offer a 100-day return policy with flexible options. Review the costs below and choose the support path that fits your needs.
Return Costs & Options
Returns: £2.99
Includes quality control and handling costs for change of mind returns
Exchanges: FREE
No charge for size or color exchanges
Defective or Wrong Items: FREE
We cover all return costs for our mistakes or defective products
Need to Start a Return or Report an Issue?
Choose the support path that matches your situation:
How It Works
Simple 3-step process: register online → post back → get refund or exchange
Returns Policy
We offer a 30-day return policy. Items must be unused, in original packaging, and in resalable condition. Custom or personalized items cannot be returned unless defective.
Easy 3-Step Return Process:
- Start Your Return: Visit our Return Portal and enter your order details
- Print Label: Download and print your prepaid return label (£2.99 fee applies for standard returns, FREE for exchanges)
- Ship It: Pack items securely, attach the label, and drop off at any Royal Mail location
Refunds are processed within 5-7 business days of receiving your return.
Start Return NowTrack your return status at our Return Portal. You'll also receive email updates when we receive your return and when your refund is processed.
Problems with Your Order
We sincerely apologize for any defective products. Please contact us within 7 days of delivery with photos of the defect. We'll send a replacement immediately or provide a full refund - whichever you prefer. Return shipping is completely free for defective items.
We apologize for the error. Please contact us immediately with your order number and a photo of the incorrect item. We'll send the correct product right away at no charge and arrange free collection of the wrong item.
About Us
Smartwatch-straps.co.uk
Smartwatch-Straps.co.uk is the brainchild of three mates: Bart, Jan-Willem, and Jeffrey, who share a genuine passion for technology, gadgets, and brilliant accessories. What began as a modest side project has blossomed into an international operation spanning nine webshops across five countries.
Our Journey
It all started when Bart launched an online shop as part of his university coursework. Jan-Willem was keen to get involved from day one. After finishing their day jobs, the pair would dash back to Bart's attic to pack and dispatch that day's orders, often working well into the evening.
Jeffrey came aboard as the business was really finding its feet. With orders steadily increasing, it became clear this was more than just a side hustle. By 2019, demand had grown so much that we opened our first proper business premises.
The business has continued to thrive, now processing thousands of orders daily. What started in Bart's attic has grown into a proper company with over 50 dedicated team members, all committed to delivering exceptional customer service.
Our Team Today
From our modest beginnings in a student attic to our modern headquarters, our commitment to excellence and customer satisfaction remains at the heart of everything we do.
Contact Us
Send Us a Message
We aim to respond within 24 hours during business days
Customer Service Hours
Monday - Friday: 9:00 AM - 6:00 PM
Saturday: 10:00 AM - 4:00 PM
Sunday: Closed
Chat with Strappy - AI Assistant
Get instant answers 24/7 from our AI chatbot!
Need human help? Use the form on the left
More Questions?
Visit our comprehensive FAQ page for answers to common questions about orders, shipping, products, and more.
View Full FAQTerms & Conditions
We have simplified the most important points of our Terms & Conditions below. This allows you to understand our policies clearly without complex legal language.
Key Terms Summary
- You can return your order within 100 days of purchase using our online return process.
- Packages may be opened for inspection. Returns must be sent back in original packaging and condition.
- Refund processing begins immediately upon receipt of your return. Funds typically appear in your account within 5 working days.
- All terms comply with UK legal requirements for online retail businesses.
- Orders placed before 9pm on working days are processed and dispatched the same day.
- All orders ship via letterbox delivery — no need to be home for delivery.
Right to Cancel
You have the right to cancel this contract within 100 days without giving any reason. The cancellation period will expire after 100 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
To exercise the right to cancel, you must inform us:
40 South Way, 1375 Ferrum
HA9 0SR, London, United Kingdom
Email: service@smartwatch-straps.co.uk
Phone: +44 203 053 1572
You may use our standardized cancellation form, though this is not mandatory. To meet the cancellation deadline, you need only send your cancellation notice before the 100-day period expires.
Legal Compliance
These terms constitute a legally binding agreement between you and Smartwatch-Straps.co.uk. They are governed by UK law and comply with all applicable consumer protection regulations.
This summary is provided for convenience. Complete terms and conditions, including detailed warranty information, liability provisions, and dispute resolution procedures, are available upon request and form part of your purchase agreement.
Privacy Policy
BWJ E-Commerce B.V.
https://www.smartwatch-straps.co.uk
We care deeply about your privacy and only process data necessary for our services. Your information is handled carefully and never shared for commercial purposes with third parties.
About Our Privacy Policy
This privacy policy applies to the use of our website and services provided by BWJ E-Commerce B.V. The effective date for these terms is 27/07/2022, with any new version superseding all previous versions.
This policy describes which data we collect about you, what this data is used for, and with whom it may be shared under specific circumstances.
About Data Processing
Below you can read how we process your data, where we store it, which security techniques we use, and who can access this data.
Online Store Software
Our webshop is developed with software from Lightspeed. Personal data you provide is shared with Lightspeed to enable technical support. They never use your data for other purposes and process it confidentially with appropriate technical and organizational measures.
Email and Mailing Lists
We send newsletters and transactional emails using Copernica. All confirmation emails from our website are sent through Copernica's servers. They never use your email address for their own purposes and ensure secure data handling. Copernica uses cookies and internet technologies to track email engagement.
Payment Processors - MultiSafepay
We use MultiSafepay to handle payments in our webshop. They process your name, address, residence details, and payment information such as bank account or credit card numbers. MultiSafepay maintains appropriate technical and organizational security measures.
Shipping and Logistics - Royal Mail
For order deliveries, we use Royal Mail services. We share your name, address, and residence details with Royal Mail, who use this data solely for delivery purposes and maintain appropriate data protection measures.
Billing and Accounting - Muis Software
We use Muis Software for administration and accounting. We share your name, address, residence details, and order information for sales invoice administration. Your data is securely transmitted and stored with necessary technical safeguards.
External Sales Channels
Bol.com: We sell products via Bol.com platform. When you order through them, they share your order and personal data with us for order processing. We handle this data confidentially with appropriate security measures.
Beslist.nl: Similar to Bol.com, we process orders from Beslist.nl platform with the same confidential handling and security measures.
Purpose of Data Processing
General Purpose
We only use your data for our services. Processing is always directly related to the services you request. We do not use your data for targeted marketing.
Automatically Collected Data
Automatically collected website data (such as IP address, web browser, and operating system) is processed to improve our services. This data is not considered personal data.
Legal Cooperation
In some cases, BWJ E-Commerce B.V. may be legally obligated to share your data for government tax or criminal investigations. In such cases, we are compelled to share data but will oppose it within legal possibilities.
Retention Periods
We maintain your customer profile until you indicate you no longer wish to use our services. Under applicable administrative obligations, we retain invoices with your personal data for required periods, but this data is not actively used.
Your Rights
Under applicable Dutch and European legislation, you have certain rights regarding personal data processed by or on behalf of us. We control access to prevent misuse and may ask for identification when you exercise these rights.
To exercise your rights or ask questions about data processing, please contact us:
Smartwatch-Straps.co.uk
40 South Way, 1375 Ferrum
HA9 0SR, London, United Kingdom
Email: service@smartwatch-straps.co.uk
Phone: +44 203 053 1572
Questions or Concerns?
If you have any questions about this privacy policy or how we handle your personal data, please don't hesitate to contact us using the information above.
This privacy policy may be updated periodically. Any changes will be posted on this page with an updated effective date.