Frequently Asked Questions

Who is Smartlabel for?

Traders: To boost your business according to seasonality and business opportunities, the label remains a medium of choice to attract the eye.
Producers: It's proven: well before tasting, it's the label that influences consumer buying. So think of it to value your products, transmit your values, and make a mark!
SMEs: The label influences the perception of the product by the consumer. At Smartlabel, you can rest assured that you will receive passionate advice to put the odds on your side.
Associations: Whether in street marketing, or in the form of goodies, etiquette is an essential support for all associations wishing to spread a message and create a community.

How to contact you ?

Our online chat is available to answer all your questions.
By phone on: +33 4 66 81 89 66

By mail: [email protected]

By mail: 33 chemin des chênes blancs 30190 La Rouvière (France)

We are at your disposal to answer your questions as soon as possible, do not hesitate.

How to take advantage of my welcome discount?

Before validating and paying your order you can enter the code received in the tab below your basket: Enter your discount code. You will find all your promo codes in your account rublrique my promo codes

How to subscribe or unsubscribe from the newsletter?

Would you like to be informed about our news?
Simply click on "Subscribe to newsletter" in the footer of the home screen. If you wish to unsubscribe from the newsletter, you can send us your request in the "Contact us" section. Customer service will process your request as soon as possible. You can also, when receiving your newsletter, automatically unsubscribe by clicking on the unsubscribe link at the bottom of it

I want to change my personal details, how to do?

You can modify your personal information by logging into your account and clicking on "Change", to the right of "My personal data", or by going to the "My information" section.

I forgot my password, what should I do?

When creating your account, you will receive a confirmation email where your password will appear. If you do not have this email, you can create a new password by going to the "My account" section and clicking on "Forgot your password? ". Enter your email address to instantly receive a link by email that allows you to generate a new password.

How to create my account?

When creating your account, you will receive a confirmation email. If you do not have this email, you can create a new password by going to the "My account" section and clicking on "Forgot your password? ". Enter your email address to instantly receive a link via email to register a new password.

How to get an invoice for my order?

You can download your invoice in your customer account, in the space my orders.

Has my order been taken into account?

You will receive an email to confirm that we have taken into account your order. To track the status of your order go to your Smartlabel customer area.

How to track or cancel my order?

In your customer area under the "my orders" tab, you will always find important information about the current status of each of your orders / printing projects.

From this screen, you can cancel your order as long as it is in "Waiting for payment" status, or "File control in progress". Once the order is in production, it can no longer be canceled.

D + 1 in express delay, otherwise D + 4 in standard delay

The processing time of your order means both production time and delivery time.

Our production and shipping times:

  • Standard production + delivery Metropolitan France: 4 working days
  • Express production: 1 working day, only possible by choosing compatible materials

Please note that these deadlines do not apply to orders generated from a specific quote, nor to orders that will be delivered outside metropolitan France. For deliveries outside France, the delivery times will be specified when you choose your carrier during the validation of the shopping cart.

What are the shipping fees ?

Shipping costs are already included in the final price of your order for a delivery in mainland France.

For delivery outside mainland France, additional delivery charges will be indicated when choosing the carrier, before payment.

How to change my delivery address?

Go to your account, tab my addresses, new addresses.

Non-compliance & refund policy

My order is incomplete, how am I refunded items not shipped? How am I reimbursed? You have a problem with your labels, you want to be refunded or compensated, do not hesitate to contact our customer service to discuss by chat, phone or email to process your questions and accompany you in your approach. All the team is at your disposal to help you solve a problem if you face a difficulty in your journey. So do not worry, your label project is in good hands!

Smartlabel is indirectly involved as a socially responsible company and acts for the environment: Click here to learn more.

Are online payments secure?

The online payments of our site are guaranteed 100% secure, your banking data are treated in a strictly confidential way. For all credit card purchases over € 100, the 3D secure control process is activated.

How can I pay the bill ? What are the payment options available ?

You can pay your orders by :

  • credit card,
  • wire transfer
  • direct deduction SEPA or 30 days (under conditions).

Can I use my labels outdoors?

The labels we manufacture are not guaranteed for outdoor use, or so-called "outdoor". You can use them for a very limited time because they are not resistant to bad weather or UV of the sun.

Why are some labels not suitable for conical bottles ?

A conical bottle has the particularity of having a diameter at the bottom smaller than its diameter from above (or vice versa). As a result, right angle rectangular formats that are too long will deform when they go to the conical shape of the bottle. This deformation is less visible for narrower rectangular formats.

If your bottle is tapered, it is advisable to study its taper and adapt its custom size. You can send us this specific request by the custom quote form.

Is it possible to reprint my labels using a thermal printer ?

All thermal labeling on labels requires a test beforehand, you can order a pre-series of 50 labels before placing your global order.

Generally labels with glossy finish or glossy lamination are not replaceable. Labels with a matte finish can be transplanted if they are tested and the correct setting of your transplanter is ensured.

If you wish to have the guarantee of the transplantability of your labels, you can go through our custom quote form.

What substrates & materials are available? How to make a choice ?

Smartlabel has selected 7 high quality adhesive materials for you. To help you make your choice, we invite you to consult our guide of choice of substrates.
Do you still have a doubt? Order samples, it's free !

What are the different directions of winding proposed?

We have 2 winding directions, only with the label on the outside of the tape.

Do my labels withstand water or ice?

To know all about the use of your labels, go to the section: choose the right substrate.