I’VE FORGOTTEN MY LOGIN / MY PASSWORD
Your login (username) is always an email address. If you have fogotten your password, you can reset it by going to “My account” at the top of the home page. Select the login page, then click “Forgot your password? Click here”. Clicking this link will launch the reset process. An email will then be sent to your inbox. Please follow the prompts in this email to reset your password.
HOW DO I CHANGE THE INFORMATION ON MY ACCOUNT?
Login to your account via “My account”, using your email address and password. Here you will be able to modify all your account information. Go to the section "Personal details" to change or update personal information such as your children's details, delivery addresses and payment options.
WHERE IS THE SHOPPING BAG OF MY ORDER?
Your shopping bag is located at the top right-hand corner of the home page. When you click on “My shopping bag”, you will be directed to a detailed summary of your shopping bag.
HOW DO I ADD ARTICLES TO MY SHOPPING BAG?
Click on the items that you like to be automatically directed to their specific product page, where you can select the following possible options: size, colour and quantity. Once you have made your selection, click the button “Add to shopping bag” and the article will be automatically added to your shopping bag. You can then finalise your order by identifying yourself and following the prompts. Alternately, you can choose to continue shopping on the site. At any time, you have access to your shopping bag in the banner at top of the page.
HOW CAN I PLACE MY ORDER?
You can place an order with Smallable online (via the Internet) anytime - 24 hours a day, 7 days a week. You can also order by telephone with the help of our Customer Service team. Please call + 44 20 34 45 01 46. Operating hours are Monday to Thursday, 9:30am to 6pm, and Friday, 9:30am to 5:30pm, excluding bank and public holidays (Central European Time).
The ordering process is composed of 6 successive stages. Once product selection has been carried out, and the basket finalised, the Customer must:
- clearly identify the products selected with the options of colours, sizes etc indicated on the www.smallable.com site;
- indicate the quantities requested;
- identify themself, either by entering their customer number and password, which are strictly personal to them, or by giving all the information usually requested for an online subscription;
- indicate clearly information necessary for the delivery. This relates in particular to the precise address of delivery, as well as possible restrictions to the accessibility of the place of delivery (building, floor, doorcodes, etc);
- indicate the selected mode of delivery;
- finally, indicate the selected mode of payment.
Once the payment method is selected, the Customer must proceed with the payment of their order on the secure server, which will formalise the sales contract with Smallable in a firm and final manner.
HOW DO I CHOOSE MY CORRECT SIZE FOR CLOTHING?
We recommend referring to our Size Guide, which is available in the footer of the website and designed to make choosing your size simple. Please note, some brands have a specific size guide because they are sized differently from the standard grid. Brand-specific size guides can be found on product pages.
WHAT DO THE PRICES SHOWN REPRESENT?
Our prices are posted All Tax Included.
HOW DO I KNOW IF A CERTAIN PRODUCT IS AVAILABLE?
Products are available within the limit of stock available at Smallable, or of stock available with our suppliers. The availability of a product is mentioned on the specific product page or in the shopping bag summary, where it will be written, for example, “In stock”, “Immediate” “5 to 10 days” “2 to 3 weeks”. Nevertheless, availability can vary during the same day according to the number of sales. If one or more items in your order are currently unavailable, the totality of your order will be shipped to you as soon as all of the products in your order are available. If you would like to receive available items immediately, we recommend purchasing available and unavailable items in separate orders.
If Smallable is unable to obtain an ordered product from its suppliers, we are committed to informing you as fast as possible and refunding you for the item. If there were any additional items in your order that are pending, they will be shipped to you immediately.
I MADE A MISTAKE. I WOULD LIKE TO MODIFY OR CANCEL MY ORDER IN PROGRESS. IS THIS POSSIBLE?
It depends on the status of your order. If your order is already at the stage where its status is "Currently being processed", then it is not possible for us to modify the order. For further questions pertaining to this matter, please contact our Customer Service team with your order number and your product(s) references via our contact form. Alternately, our Customer Service team can be reached by telephone on + 44 20 34 45 01 46. Operating hours are Monday to Thursday, 9:30am to 6pm and Friday, 9:30am to 5:30pm, excluding bank and public holidays (Central European Time).
HOW DO I KNOW IF MY ORDER HAS BEEN TAKEN ACCEPTED?
After having confirmed your order and proceeded to your secure payment method, a confirmation email will be sent to you. This includes a summary of the order, the item(s), the quantity, the price of the selected products, the payment method and the delivery address.
CAN I FIND THE DETAILS OF MY ORDER?
You can find the details of your order, but also of previous orders, by logging onto your Smallable account. Go to the section “My orders”. Here you can find order details and invoices, and print them if you so wish.
HOW LONG DOES IT TAKE FOR MY ORDER TO BE DISPATCHED?
In theory, any order placed before 11h is processed the very same day. Nevertheless the preparation and processing time of an order may take longer according to articles, and require between 1 and 2 working days. As soon as your order is ready to be dispatched, you will receive an email of confirmation, from that moment, you can take into account the times given by the transporters.
HOW DO I USE MY PROMOTIONAL CODE?
Promotional codes can be applied to your order by going to your shopping bag and clicking on the zone “Promotional Code/ Gift Voucher”. Once you have entered your code, be sure to click the “OK” button so that it is applied. Before using a promotional code, please verify the code’s validity dates and conditions of use. Please be aware, promotional codes cannot be used on already reduced items or in conjunction with ongoing promotions (seasonal sales, private sales, other offers), unless otherwise stipulated. If your shopping bag contains an already reduced item and you wish to use a promotional code, the promotion will not be applied to this item. Furthermore, please verify that your promotional code is in the same currency as your order. For example, if your promotional code is only valid in Dollars (USD$) but you would like to pay in Euros (€), the code will not work.
WHICH ARE THE MEANS OF PAYMENT ACCEPTED BY SMALLABLE?
Smallable allows you to pay online by bank card: Debit Card, Visa and MasterCard.
ARE THE PAYMENTS BY CARD REALLY PROTECTED?
Smallable takes the security of the payments and the confidentiality of information that you give us very seriously. To this end, the site uses a protected mode of payment SSL (Secure Socket Layer), which allows the encoding of your banking co-ordinates during their transmission over Internet. You can see that the transmission is encrypted by software from the padlock symbol which appears in your navigator. The transaction is carried out via the French bank, Crédit Agricole which alone receives the banking information provided on the site at the time of the payment. When you enter your bank card number to pay for your purchases, in reality you transmit your banking data directly to our bank, Crédit Agricole, which records them in its highly-protected server. This information is not forwarded by any intermediary, not even Smallable, and is not stored either by our technical service providers.
WHERE DOES SMALLABE DELIVER TO?
Smallable delivers mainly to Metropolitan France, Corsica, Monaco and Europe. We also deliver your orders around the rest of the world. To know the conditions, times and costs of delivery to a specific country, please contact our Customer Services.
WHICH METHODS OF DELIVERY ARE POSSIBLE?
We propose deliveries by Colissimo, Chronopost and UPS, which are selected according to the nature of transport (standard, express, fragile, bulky, France or overseas…).
WHAT ARE THE DELIVERY TIMES?
For delivery in Metropolitan France, the articles in stock are generally delivered in 24h-48h (excluding processing and preparation time of additional orders).
For delivery in Europe, the articles in stock are generally delivered within between 1 and 5 working days.
For delivery in another country outside Europe, please contact our Customer Service team.
For articles not immediately available, the time for availability of the product in our warehouse is indicated on the product page concerned. This time should be added to the delivery time of the conveyor whom you selected.
WHAT ARE THE COSTS OF DELIVERY?
Delivery costs are calculated automatically according to the place of delivery, the weight and the total volume of the ordered articles, in order to ensure you as fair a cost as possible. For each order, we indicate the exact amount of the delivery costs to you once you have selected the address of delivery and the means of transport, before the confirmation of your order.
By way of indication, the delivery costs for the Metropolitan France are:
- From 6.50€ for delivery by Colissimo, increasing gradually according to the total weight of the ordered articles.
- From 12€ for delivery by Chronopost, increasing gradually according to the total weight of the ordered articles.
- From 10€ for delivery by Colissimo, increasing gradually according to the total weight of the ordered articles.
HOW CAN I FOLLOW THE DELIVERY OF MY ORDER?
On your online account, in the section “My Orders”, you can follow the state of your order at any moment, from its preparation in our warehouses to its delivery to the address that you indicated to us.
WHAT HAPPENS IF THERE IS NOBODY TO TAKE DELIVERY OF THE PARCEL?
In the event of absence, Colissimo and Chronopost will leave you a delivery notice in your letter-box which will enable you to collect your parcel at the address and according to methods indicated by the transporter. The parcels are held at the Post Office for 15 calendar days. In the event of the item not being collected within the time limits stated by the transporter, the products will be returned to Smallable.
For deliveries by UPS, in the event of absence, the deliveryman leaves a transit advice note with the indication of his next passage. The Customer can call the customer services of UPS to fix a new delivery date which is more appropriate to him. After 3 unsuccessful passages to the delivery address, the parcel is held at the nearest UPS agency.
HOW IS MY ORDER PACKED?
The articles are presented in the packing of each manufacturer. The whole of the articles are then packed in a standardized box, without any apparent mention of Smallable on the label of the parcel, in order to limit the possibility of theft.
IS IT POSSIBLE TO HAVE GIFT WRAPPING?
Unfortunately, Smallable's gift wrapping service is not available at the moment .
WHAT DO I DO IF SOMETHING IS MISSING OR DAMAGED FROM MY PARCEL?
In the event of a delivery problem with your order, contact Customer Services as quickly as possible to inform us of it, via our online form.
WHICH ARTICLES ORDERED ON THE SITE CAN BE RETURNED?
All the products on the site can be returned, except those marked to the contrary. Returned products must be intact, in a perfect state for resale, and in their original packaging. They cannot have been worn, used or to have suffered even minimum deterioration, and must be in a state of perfect cleanliness. Any product which is damaged, incomplete, or whose original packing is deteriorated, will be neither refunded nor exchanged.
WHICH IS THE DEADLINE FOR RETURNING AN ITEM?
You have a legal right to 7 days as from the reception of the goods to tell us your intention to return a product to us and the reason for this return. Once we have given you a return authorization number, you must return the item to us as soon as possible and within a maximum delay of 15 days.
WHAT HAPPENS TO MY ITEMS WHEN THEY ARE RETURNED?
Upon reception of your return parcel and the validation by our services, you will receive a confirmation email of your item having been returned. Next Smallable will create a credit for the amount which will appear in your online account. You will also receive a confirmation email for this credit.
HOW DOES MY CREDIT NOTE WORK?
Your credit note is valid for 6 months, for all brands and collections on our www.smallable.com site. It appears automatically in your shopping basket as soon as you have identified yourself on the site, using your email address and your password.
CAN I ASK FOR THE REFUND OF MY CREDIT NOTE?
You can request a refund of your credit note at any time during its period of validity. Smallable is committed to refunding you by re-crediting your bank account within 30 days.
HOW DO I SET UP A GIFT LIST?
First of all sign in using your email and your password in the section “My Account”, or create your account if you are not registered yet.
In “My Account”, click on the link “Your Gift List”. You then give your list a name. For example: Chloé’s Birthday List. Your list is now set up and you can choose the articles you would like to add to your list.
HOW DO I ADD GIFTS ON MY LIST?
Once you set up and identified your list, simply go to the catalogue part of the site and add the products you would like to your list. On each product page, you can add the product to your list by clicking on “Adding to my list”.
HOW DO I SHARE MY LIST WITH FRIENDS AND FAMILY?
Once you have set up your gift list in “My Account”, click on the link “Your Gift List” and then on the clickable name you have given your list. You will find all the articles there that you selected.
Next click on “Send this list” and enter the email address of the friend to whom you want to share the gift list. Finally, simply click on “Send”.
HOW CAN I SEE IF AN ARTICLE ON THE LIST HAS ALREADY BEEN GIFTED?
As soon as an article has been gifted to you from the list, it automatically disappears from you gift list. However, if a friend offers you a gift without passing by your gift list, the article will not be deleted from your list.
CAN I SET UP SEVERAL GIFT LISTS?
You have the possibility of setting up as many gift lists as you like for different children, occasions, birthdays, festivities, or just for the fun of it.
DO I HAVE TO PAY FOR THE GIFT LIST SERVICE?
No, our gift lift service is entirely free of charge.
WHAT IS THE POLICY AS REGARDS CONFIDENTIALITY?
We guarantee you the confidentiality of personal information you enter. The processing of this personal information was the object of a declaration with the CNIL under number 1309937 of July 31, 2008.
Visitors or Customers of the www.smallable.com site have a right, at any time, of access, modification, correction and suppression of data which relate to them with regards to article article 34 of the French Information and Freedom law of January 6, 1978.
HOW DO I CONTACT CUSTOMER SERVICE?
The FAQ page was created to respond to your questions as quickly and effectively as possible in great detail.
Nevertheless, if you would like to contact our Customer Service team, we invite you to get in touch via our contact form, we will respond to your enquiries you as soon as possible.
HOW CAN I HAVE ACCESS TO YOUR GENERAL SALES CONDITIONS, OR GSC?
The General Sales Conditions are accessible directly at the bottom of the home page of the www.smallable.com site. By request, they can also be sent to you by email.
HOW CAN I OFFER YOU MY IDEAS AND SUGGESTIONS?
We are always looking to improve. Please do not hesitate to share your ideas and suggestions with us via our contact form.