Customer Service
Your frequently asked questions are answered here.
All the information you need before you buy
Orders & Delivery
Standard UK delivery takes 2-3 working days to arrive. Orders are dispatched via Royal Mail, Evri and other couriers. You’ll be sent an email by us, letting you know that the order has been shipped and a tracking number will be provided.
All orders are processed the same or the next working day. You will receive an email with a receipt to confirm your order and another email will be sent with a tracking number once your parcel has been dispatched.
Please contact us at support@shoplex.co.uk as soon as possible with the correct information, and we’ll help to resolve any problems with your order.
Unfortunately, we do not have retail facilities for customer collections. All orders must be shipped via couriers for tracking and security purposes.
We usually ship all ordered items together where possible, but they may arrive as separate packages depending on item size and stock availability.
Currently, we only process orders within the UK, so unfortunately we are unable to offer shipping to any other countries at present.
We accept a variety of secure payment methods, including all major credit/debit cards (Visa, MasterCard, American Express, Maestro). Additionally, we support fast, digital options such as PayPal, Apple Pay, and Google Pay.
Absolutely. We treat your personal and financial data with utmost care. Our entire website is protected by industry-standard SSL (Secure Socket Layer) encryption.
All payments are processed through secure, top-tier payment gateways that handle the transaction directly with the bank. We do not store nor have access to your payment information.
If your tracking number hasn’t updated, the parcel is likely still in transit, delayed, or has not been formally scanned by the courier yet. Please allow up to 10 working days for your order to be delivered.
You may contact us at support@shoplex.co.uk, if your order still hasn’t arrived beyond this timeframe.
Feel free to send us an email at support@shoplex.co.uk with any other questions you may have regarding our products, and we’ll be glad to help.
Have a problem with your order?
Returns & Refunds
We offer a full money back guarantee, if you are not entirely satisfied with your purchase. You can return your goods for a full refund within 14 days of the purchase date. Goods to be returned at your own cost.
We always double-check all orders before dispatch, however if your item has been incorrectly supplied by us, then we will organise for the correct product to be sent out to you as soon as possible.
Please contact us at support@shoplex.co.uk, if you received the wrong item.
If your order is damaged in transit, we will offer a direct replacement or a full refund of the item. Please take a few photos of the damaged product and email us at support@shoplex.co.uk with your order number and the photos.
If you have just placed an order and would like to cancel it, please email support@shoplex.co.uk with your order number and we’ll cancel it immediately, then refund your payment.
In the event when the order has already been dispatched, you will need to return the item to us at your own cost in original condition, so we can then process the refund.
Sometimes couriers leave parcels with your neighbours or at a hidden, safe place. Please check your tracking number for more information.
If you are unable to locate the parcel or it has been lost by the courier, we will provide a direct replacement or a full refund. Please contact support@shoplex.co.uk with your order number for us to assist.
We have a strict quality control process in place to ensure that all our items adhere to industry required standards.
If you believe that your item is faulty, please provide a detailed description of the fault, accompanied by photos, where applicable, so we can investigate the matter.
For any faulty product queries, please email us at support@shoplex.co.uk
If your item has been supplied exactly as ordered and you would like to arrange a return within the 14-day period, then you will need to cover the return postage cost.
All ordered items must be returned in brand-new condition and original packaging.
All refunds will be processed within 5-7 working days of the receipt of returned goods. Your refund will be made to the same payment method, which was used to make the original purchase.
We are happy to provide an exchange product, as long as the original item is in brand-new condition and the exchange is of the same value.
You will need to return your order at your own cost and we’ll then dispatch the exchange product. Please contact us at support@shoplex.co.uk to arrange this.
Please contact us at support@shoplex.co.uk with your order number, if you have any other queries regarding returns and refunds.