Customer Service

Shipping & Delivery
We use Royal Mail for Domestic UK & International shipping. For UK shipping the standard service is Tracked 48 no signature. Shipping can be upgraded at the check out to Tracked 24 or Special Delivery. You will receive an automated email with your SMS tracking information once your order has been dispatched. Tracked 24 is not a guaranteed next day service but aims to deliver within 1 to 2 days depending on location.
International Shipping & Delivery
All international shipments are dispatched via Royal Mail Tracked & Signed. Only Australia and Estonia are available with Royal Mail Tracked. Currently we do not ship to the following destinations: Africa, Ukraine and Mexico. We reserve the right to alter this list at any time. Please click here for a full list of our delivery locations.
Returns & Replacements UK
We offer free returns via Royal Mail Tracked, this service can be used for returns, replacements or exchanges. You can use this service within 30 days of receipt. Currently return labels must be printed manually by visiting Royal Mail – Tracked Returns and selecting p-lab Store.  Please attached the label to the packaging that your item was shipped in and present at your local post office. All items must only be returned in Their original condition with associated packaging in a resalable and unmarked condition. Please contact us at sales@p-lab.co.uk for further enquiries.
Returns & Replacements International
We do not currenltly offer a paid returns system. We are happy to accept items to be returned, replaced or exchanged. We recommend you use a tracked service with your local postal operator and also clearly mark your parcel and paperwork with ‘RETURNED GOODS’ All items can only be returned in Their original condition with associated packaging in a resalable and unmarked condition. Please contact us at sales@smtm.store for further enquiries and visit our F.A.Q.’s page for further info.
Refunds & Cancellations
Once your item has been received we will endavour to process your refund or exchange with 1 working day, however during peak times please allow up to 3 working days. You will be notified by email once this has been processed. We try to process orders as soon as received so this leaves a small window to be able to cancel. If you wish to do so please call 02890590639 or contact sales@p-lab.co.uk and we will do our best to help
Delays & Missing Items
From time to time some deliveries can be delayed. Where possible we will try to advise customers of any known global postal delays. In the rare occasion that a delivery goes missing we can only declare an item lost after the following timeframe. UK shipments after 7 working days, European shipments after 20 working days and Rest of the World after 25 working days. We do however monitor each case separately.
Ordering
You can choose to use our guest checkout to place an order or you can create an account during purchase. Account holders will benifit from special terms and promotional offers. By creating an account you can check out faster, track your orders and update your profile information for future orders.
Viewing Orders
You will be able to track your order approximately 8 hours after it was shipped. Our usual shipment time is 4-5pm GMT and our order cutoff for same day shipping is currently 3.30pm GMT. You can track your order via your account log in or via Royal Mail. Please contact sales@smtm.store for all delivery issues and enquiries.
Updating Account Information
This can the accessed through your account log in. You have forgotten your password please click on the ‘Forgot Your Passowrd’ link from the account log in page. If you are experiencing further difficulties please contact us at sales@p-lab.co.uk or call 02890590639