FAQS

I’ve forgotten my login / my password

Your login is simply your email address. To get your password again, go to “My account” at the top of the welcome page, click on the login page, then click on: “Forgot your password? Click here” We will send you your password to your email address.

 

How do I change the information on my account?

Login to your “My account” area using your email address and password, you will then be able to modify the information of your account.

 

How do I unsubscribe to the newsletter?

Simply click on the link “If you do not wish to receive our newsletters any more, click here” located at the bottom of each newsletter, or you can unsubscribe by going to the heading “Newsletter” button on the top of the welcome page of the site.

 

How is the personal information of my account used?

All information of your Smallable account is used exclusively within the framework of your transactions with Smallable. The processing of these personal data was the object of a declaration with the French CNIL under number 1309937 of July 31, 2008. You have a right of access, modification, correction and suppression of the data at any time according to article 34 of the French personal information and freedom law of January 6, 1978.

 

Where is the shopping basket of my order?

Your shopping basket is at the top of the welcome page. When you click on “My basket”, you are immediately directed to the detailed summary of your shopping basket.

 

How do I add articles to my basket?

Click on the articles which you like, and you will automatically go the product page on which you may have to select the possible options of size and colour, as well as the quantity. Then click on the button “Add to the basket” and your article will be added automatically to your basket. You can then continue your order by identifying yourself or choosing to continue your shopping on the site. At any time, you have access to your basket at top of the banner page.

 

How can I place my order?

You can place your order at Smallable by Internet 24 hours a day, 7 days a week, or by telephone from Monday to Friday from 10am to 1pm and from 2pm to 6pm.

The ordering process is composed of 6 successive stages. Once product selection has been carried out, and the basket validated, the Customer must:

- clearly identify the products selected with the options of colors, sizes,… indicated on the www.smallable.com site;
- indicate the quantities requested;
- identify himself, either by entering his Customer number and password which are strictly personal to him, or by giving all the information usually requested for an inscription online;
- indicate clearly information necessary for the delivery. This relates in particular to the precise address of delivery, as well as possible restrictions of accessibility of the place of delivery (building, floor, door-codes, etc);
- indicate the selected mode of delivery;
- finally, indicate the selected mode of payment.

Once the mode of payment is selected, the Customer must proceed with payment of his order on the secure server, which will formalize the sales contract with Smallable in a firm and final manner.

 

Which size do I choose for clothing?

Go to our sizes guide available at the bottom of the home page. Be aware that some brands have a specific size guide, because they are sized differently from the standard grill.

 

What do the prices shown represent?

Our prices are posted All Tax Included.

 

How to know if the products are available?

Products are available within the limit of stocks available at Smallable or of stocks available with our suppliers. The availability of a product is mentioned on the product page concerned or at the shopping basket summary: for example “In stock”, “Immediate” “5 to 10 days” “2 to 3 weeks”. Nevertheless, availability can vary during the same day according to the level of sales. If Smallable cannot obtain an ordered product from its suppliers, we are committed to informing you as fast as possible.

 

I made a mistake. I would like to modify or cancel my order in progress. Is this possible?

That depends on how far your order has progressed. Please contact Customer Services, with your number of order and the reference of your product(s) using the contact form, or by email: contact@smallable.com, or telephone: + 44 20 34 45 01 46 from Monday to Friday from 10am to 1pm and 2pm to 6pm.

 

How do I know if my order has been taken accepted?

After having confirmed your order and proceeded to pay using secure payment, an email of confirmation will be sent to you. It includes a summary of the order, the item(s), the quantity, the price of the selected products, the mode of payment and the delivery address.

 

Can I find the details of my order?

You have the possibility of finding the details of your order, but also of your previous orders, in your account in the section “My orders”. You can also find there your invoices and print them.

 

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?

First of all, make sure of the period of validity of the promotional code. We remind you that the promotional codes are only valid on the products specified on the www.smallable.com site. A code is usable only once per person and is not refundable. The codes cannot be applied more than one at a time. If you have a Smallable promotional code, you can indicate it to us on the shopping basket page in the “Promotional Codes” zone. Don’t forget to validate “OK” to profit from the advantage of the code.

 

Which are the means of payment accepted by SMALLABLE?

Smallable allows you to pay online by bank card: Carte Bleue, 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 can 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 Services.

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?

If you wish to have gift wrapping, you should simply specify it at the time of confirming your order. You can also write a personalized message, which will be printed on a signed card and added to the parcel. Your order will be prepared with the greatest care and will be packed in a refined package of Smallable design.

Smallable offers its customers a gift-wrapping service for non-bulky objects, such as clothing and accessories, small toys and small objects of decoration. Bulky or cumbersome objects cannot benefit from proper gift wrapping.

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, our email address contact@smallable.com or by telephone.

 

How do I return an article ordered on the site?

You have a legal right to 7 days as from the reception of the goods to announce to us your intention to return the product and your reason for this return.

Your request for return can be carried out:

- Either by going to the Smallable site to the heading “Details on Purchases” in My Account: simply tick the product and the quantities to be returned, explain the reason for the return and validate by clicking on the “Create a Return”. The demand for the return will then be studied and replied to by mail. Smallable will then send a return authorization number to be marked on the parcel, as well as the address for returning the items.
- Or by contacting the Smallable Customer Services, using the contact form, email or telephone, and they will indicate to the Customer the methods to be followed.

As of reception of the return authorization email, you can return the chosen products, in their original packaging, accompanied by the invoice and the return sheet to the address indicated. The cost of returning the product is at your charge.

 

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 Smallable FAQ page tries to answer your questions quickly, as well as possible, and in as much detail as possible.

Nevertheless, if you wish to contact our customer advisers, we are fully at your disposal:

- By filling in the form headed “Contacts”, we will answer you as soon as possible and will be able to call you back if you leave us your telephone details; 
- By sending an email to: contact@smallable.com;
- By calling us from Monday to Friday, except public holidays, from 10am to 1pm and from 2pm to 6pm at + 44 20 34 45 01 46.

 

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?

You can share your ideas and suggestions by contacting us by email at: contact@smallable.com