If you have a query or enquiry why not quickly browse through our frequently asked questions to see if they can help. The questions listed below are some of the things we get asked about very often, so you might find the answer or information you are looking for.
If our FAQs do not solve you enquiry please Contact Us and we will be happy to help.
About Servevast Direct
Who are Servevast Direct?
Servevast Direct are Smeg UK's appointed service partner. We are the official suppliers of genuine Smeg spare parts in to the UK
What is this about 2 Year Warranty
We now offer a 2 Year Warranty on selected functional parts. Please see our 2 Year Warranty Terms & Conditions for more information.
What about the Price Match Guarantee?
We are always looking to supply our spares at the best possible value. If you find the same genuine like for like Smeg spare part cheaper online elsewhere, we will match the price. Please see our Price Match Guarantee Terms and Conditions for more information.
Contacting Us
How can I contact you?
You can reach us by email or telephone. Our contact number is 0330 094 7773, please note that we cannot process orders through this number, it is for part and order queries only.
If you would prefer to email us, you can use the 'contact us' link at the top of our page. We aim to respond to your query within one working day, although very often we deal with e-mails that same day depending on the time of your query.
Please ensure that for part enquiries you have your model and serial number ready as we will need this information to be able to advise the part you are looking for.
Why have I not received a response to my email?
Every email that comes through to us should get responded to, if you cannot see a response to your enquiry within 48 hours it may be for the following reasons:
- The email may have been moved to a 'spam' or 'junk' folder
As we are a company who experiences a high volume of e-mails you may find that certain email providers will redirect our responses to a junk or spam folder. - You may have incorrectly entered in your email address
Please take care entering in your contact details when completing our form. Please note: We will try to contact you by telephone if the email address is incorrect but there is a phone number on the contact form. - Your query is being looked into or dealt with
We may be finding a solution or dealing with your problem, in which case will advise as soon as possible. Please note: We will usually email you to advise that your enquiry is something that we need to look into.
If none of the above apply please re-complete our contact form or give us a call.
What assistance can you give me over the phone?
We can help with part enquiries and queries with orders. Unfortunately there isn't a technical department that offer advice over the phone. If you require any technical help we do offer an Online Support Portal, here you can browse through our help videos and explanations, and submit a query to our tech team if required.
Model Identification
Where is my model number?
All Smeg appliances should have a rating plate or sticker which should show it's model and serial number. The Model Identification article on the Smeg Service website can help you determine the location of the sticker so you can gather this information if necessary.
Why is knowing my model number important?
We will require your model number to be able to source the correct parts for your appliance, as every appliance can have different parts dependent on its model number.
What about the serial number, why do I need that?
Occasionally there is a part which has been updated or changed over the years of manufacture meaning there is more than one version. From the serial number we are able to determine the date of manufacture of the appliance, and in turn determine which version of the required part is needed.
The serial number of the appliance is located on the same sticker as the model number. It should be prefixed with either 'S/N', 'N/R' or 'N.' and is usually 8-10 digits long.
My rating sticker is missing or unreadable, what can I do?
Sometimes your appliance rating sticker may have worn away or be missing. This will make it difficult for us to source the correct part for you, but there is one thing you can try: E-mailing us a few photos of your appliance and the rough age of the machine If this is possible we will then use our resources here to try and determine your model from appearance. If we do manage to establish the model we can then check if the part required isn't serial number dependent and take it from there.
Ordering Parts
How do I make an order?
Once on our site there are a couple of ways to find the parts you are looking for:
If you have one of our 'ser000' part numbers you can simply enter this into our search bar. Our search bar also allows you to enter in either your model number, or your model number and part description if you prefer.
Alternatively you can navigate through our category pages to find your model and browse through the parts list.
If you do not have a part number, cannot find your model or part from our categories or need to check part compatibility please contact us by email or phone prior to ordering.
How will I know my order has been confirmed?
Once your order has been processed you should see a confirmation message on our site, you will also then receive an email confirming that the order has been processed and the payment completed.
If you do not receive a confirmation email it may mean that either the order has not been completed, your email address was entered incorrectly on the order or the email has been redirected to a junk or spam folder.
Please take care when entering your contact details so you do receive our automated emails, and also so we can contact you by phone if there are any problems.
If you are still unsure if your order has been processed after checking the above please contact us.
How will my order be shipped?
When placing your order you will be offered a variety of different shipping options, dependent on the size, cost and delivery address of your order. We offer the following shipping options -
- Royal Mail 2nd Class Post
Your items will be sent via Royal Mail 2nd class post. This shipping option is available for all orders under £10.00. - Royal Mail 1st Class Post
Your items will be sent via Royal Mail 1st class post. This shipping option is available for all orders under £40.00. - Next Working Day Delivery / Courier
Your items will be sent via a 3rd party Carrier (Interlink). This shipping option is available for all orders under £60.00.
Next working day delivery is subject to stock availability. Order must be placed before 2pm. - Customer Collection
You will collect the order from our head office once the order is ready. Once we have obtained all the items for your order we will email you to inform you that your order is ready for collection.
For more info on shipping please visit our Shipping Details.
How long will my order take?
If your parts are in stock at our warehouse, orders usually leave either the same or next working day, this is subject to stock availability. Delivery time will then depend on the shipping method selected (see shipping details for more info on our shipping methods).
Parts out of stock in the UK will be ordered from our suppliers in Italy. This takes approximately 7-10 working days, subject to stock availability with our suppliers. If parts are out of stock with our suppliers, we will obtain an approximate ETA and keep you updated by e-mail.
If you have selected customer collection you will first be notified of if the goods are in stock in the UK or not, and then we will notify you of when the goods are ready for pickup.
Why does the part I've received look different to the original?
It is very common to come across a spare part that does not look identical to the original. With frequent changes of supplier and part modifications, often parts will differ in part number and appearance from what they were when first manufactured for the appliance. Providing you have sourced or been advised the correct part for your model this shouldn't be anything to worry about. We also try our best to reference any changes to the parts in their description if and when we are made aware of them.
If you do want to double check suitability please contact us with your model and serial number.
I live outside of the UK, can I still order online?
Absolutely.
We can ship to anywhere in the world as long as you are happy to cover whatever shipping cost we are quoted for your location.
If you cannot see your location at checkout it doesn't mean that we cannot supply good to you. It simply means that your location needs to be activated on our system.
Please contact us if you need us to set up your location.
How much does it cost to ship overseas?
Due to there being so much variation in overseas shipping costs we are unable to advise this information at the time of the order. Once your order has been placed, and the goods have been packaged, weighed and measured, we will obtain a shipping quote from a third party based on the size, weight and destination of the parcel.
This cost will be e-mailed to you in the form of a carriage token, if you are happy with the cost you can order the token and we will ship the goods. If you are not happy with the shipping cost you can either have the goods delivered to a UK address or can have the order cancelled and refunded.
For more info on our overseas shipping procedure please click here.
How do I return a part?
If you visit our returns form we have a full step by step guide explaining our returns procedure.
Please ensure that items which need to be returned are in a new unused condition and still have the original packaging.