Shipping & Returns

At Smilers, we do everything to make sure your parcel arrives on time.

In store pick up 

In-store pick up Monday - Saturday by appointment. Choose ‘Pick-Up’ at checkout to collect from our warehouse near Annan. 

Free Local Delivery 

We provide free delivery within a 10 mile radius


Returns & Refund Policy


To return or exchange products
At Smilers, we want you to be delighted with every purchase you make. In the event that you’re not, and you wish to return a product, you may do so within 14 days of the dispatch date, as long as the item is unused, in the original packaging and in a re-saleable condition. Where promotions are applied to orders, the proportional discount will be applied to each item in the basket and that proportion will be refunded in the event of a return. Your statutory rights are not affected.

To change or cancel an order
In most circumstances, it is not possible to make changes to your order once you’ve placed it. Smilers uses an automated system which immediately processes all orders for picking and packing. If you’d like to add products to your order, please place a new order for these items. If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our customer services team for advice on 01461201706 or via email at Please be ready to quote your order number and order date. If your order has already been packed, dispatched or delivered, then you’ll need to follow our returns procedure below on this page.

Incorrect, Faulty or damaged goods
If you are having a problem with one of our products email us immediately on preferably with a photo of the product. We’re always happy to help and will do our utmost to ensure an immediate resolution to your problem…

How to return unwanted goods
To return or exchange goods you must follow these guidelines. Please do not simply return your goods without following the process below.

Please provide your order reference number, contact details and a brief explanation for the return and if you would like a refund or in cases of fault a replacement item.

Please do not write on or tape your product boxes; doing so will result in a partial refund.

The returns address is:

92 High Street 
DG12 6DW

When returning your goods please securely package your parcel to avoid damage and include your order number, the reason for return and if you would like a refund or replacement. We will credit the refund to your payment card account within 14 days of receiving the returned product (please note your bank may take up to 21 working days to credit your account with the refunded amount). We cannot accept liability for goods that get lost or damaged when they are returned and request that you get proof of postage when you return it… We are not liable and cannot take responsibility for any bank charges that you may have incurred during the refund process.

Refund policy
We want you to be delighted with your purchase. If you’re not and want to return the product to us, you may do so following the instructions above and we will exchange or refund it.

At Smilers we give you 14 working days. We will reimburse you the cost of returning a product back to us if the item is deemed faulty, however, will not cover any charges back to Smilers if you change your mind or want to cancel the order.

Proof of purchase
You must keep your order email confirmation safe and have this to hand if we request it. We cannot refund an alternative card and if your original debit or credit has expired you will be issued with a credit note.

Condition of returns
It’s important that returned items are in the best possible condition, so please take reasonable care of them and keep all packaging. Any products returned with damaged packaging, taped with brown or grey tape, with writing or postage labels attached will be given a partial refund only.

Products we’re unable to cancel, refund or exchange
Unless faulty or not as described, we cannot refund or offer an exchange on:

Made to order (bespoke items) including personalised balloons 
Perishable goods such as flowers and food
We’re unable to accept order cancellations for these products