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 or by using the tracking tool available on this page. Orders placed before 9pm are shipped the same day.
You can check your order status by logging into your account or reviewing the confirmation email we sent you. If your order has been processed, you'll see a tracking number in your order details. You can also use the tracking tool on this page, which provides real-time updates and the option to download your invoice.
Your order status in the tracking tool will show as: Pending (your order has been received and is awaiting processing), Processing (we're preparing your order), or Shipped (your order is on its way to you). Check your email for the latest updates or log into your account for more details.
Delivery
We offer free standard delivery on all UK orders over £25. For orders below £25, standard delivery is just £0.99
All orders should arrive within 2-4 working days. 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, digital wallets, and buy-now-pay-later services. All payments are processed securely through our encrypted payment gateway.
Yes, it's completely safe to pay on our website. Our store is powered by Shopify, which uses industry-leading security measures, including SSL encryption and PCI-DSS compliant payment processing. Your payment details are handled securely by Shopify’s trusted checkout system, and we never store your full card information.
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. Additionally, you can use the tracking tool on our Orders & Delivery page to generate and download your invoice at any time.
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
£2.99
Standard Returns
Changed your mind
FREE
Exchanges
Different size/color
FREE
Defects & Errors
Our responsibility
Need to Start a Return or Report an Issue?
Choose the support path that matches your situation:
110% Money-Back Guarantee
Get a full refund + a 10% coupon code!
If you're not satisfied, we’ll refund you in full and give you a 10% discount code. 3 steps: register → return → get refund + coupon.
Returns Policy
We offer a 100-day return policy with flexible options. Items must be unused, in their original packaging, and in resalable condition. Custom or personalised items cannot be returned unless defective. Standard returns for change of mind incur a £2.99 fee, which covers handling, processing, and quality control. Exchanges for a different size or colour are free, and returns for defects or errors are also completely free.
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 as soon as possible 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 shipping to 10 countries worldwide!
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 Achievements 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
Frequently Asked Questions
Use our order lookup tool on the Orders & Delivery page. Enter your order number and email address to view your complete order details and tracking information in real-time.
Visit our Return Portal to start your return or exchange. Returns cost £2.99, but exchanges are completely FREE!
You can expect your order to arrive within 2 to 4 working days. You'll receive tracking info as soon as your order ships.
We accept Visa, Mastercard, American Express, PayPal, Klarna, Apple Pay, and Google Pay. All payments are processed securely with SSL encryption.
Contact us immediately using the form below with your order number and photos of the defect. We'll send a replacement right away or provide a full refund. Return shipping is FREE for defective items.
Chat with Strappy
Our AI assistant is here to help you with instant answers
Need More Help?
Send Us a Message
Need to share photos? After clicking "Send Message", you can attach images of your watch strap or product directly in your email before sending.
We aim to respond within 48 hours during business days
Contact Information
Customer Service Hours
Monday - Friday: 8:00 AM - 4:00 PM
Saturday - Sunday: Closed