FAQ

Frequently Asked Questions

*COVID-19 Update*

Please be advised that deliveries are taking slightly longer than usual due to the current pandemic. Deliveries typically take 5 business days but we advise to please expect 5-10 business days for deliveries due to the current situation.

 

Is my Energia account the same as my Smarthome Store account?

No, your Energia account is separate to a Smarthome Store account. If you prefer not to have a Smarthome Store account, you can use the guest feature functionality to purchase products.

 

Can I contact the Smarthome Store about my Energia gas and electricity account?

No, please direct any queries relating to your Energia gas and electricity account to [email protected]as the Smarthome Store team are unable to respond to these requests.

Please do not send any personal information regarding your Energia gas and electricity account to the Smarthome Store contact form including bank account details.

 

Where do you deliver to?

We deliver to ROI only. Often due to unforeseen circumstances there are some areas or Eircode’s where we cannot guarantee delivery.

If your order is affected, we will contact you as soon as possible to inform you. In such circumstances all payments will be fully refunded.

 

What areas do you cover for installation/services?

We will attempt to service all regions in the Republic of Ireland however, please note that there may be a waiting list for some locations.

We cannot currently service all regions with the Republic of Ireland, if this is the case, we will contact you to advise and issue a refund if required.

We do not offer weekend appointments for installations.

How much is delivery?

Shipping is €5 for all orders under €50 and free on orders amounting to €50 and more.


How long will delivery take?

All plug and play products will be delivered within 5-7 business days via courier. During busier seasonal periods delivery timelines may be extended.

Who will deliver my product?

Our trusted shipping courier is UPS.


Can I track my order?

Unfortunately, we do not provide a tracking number with your order so you cannot track it yourself. However if you are experiencing a delay with delivery, please contact [email protected] and we will be able to track your order for you.

How does the installation service work?

All products that come with an installation service will be delivered by the installer and may take longer as this will depend on when you are available for the installation appointment.

Our Installation team will attempt to make contact with you within 5 working days of your successful purchase to arrange a suitable installation date.

Can I change my order?

If you want to change your order, we can simply issue a refund. We will take any product back within 14 days once the product has not been opened or the security seal has not been broken. More details on delivery & returns are outlined here.

 

There is an issue with my order who do I contact?

  • If the items you ordered are not on the invoice in your first package they will be on their way in another delivery
  • If items listed on the invoice are missing, please contact [email protected]
  • if your delivery is overdue or your items have been accidentally damaged in transit, or for any other queries, please contact us by emailing [email protected]. We'll get back to you within three working days.
  • Please include your order number on all correspondence. 


Can I install the products on the Smart home store myself?

The majority of our products are quick and easy to set up so you can install them yourself. However, we provide an installation service on all of our fitted devices and this is clearly indicated in the product description.

I want to make a complaint.

If there is anything you are not happy with, please contact us through our contact form and we'll come back to you as soon as possible. Energia will acknowledge receipt of a complaint within 3 working days. For more information you can view our Customer Complaints Code of Practice.

What is your privacy policy?

Our privacy policy can be found here: https://smarthomestore.energia.ie/gdpr

How do I recycle my old electrical items?

As a distributor we provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Please email [email protected]  if you wish to recycle your used electrical devices.