Frequently Asked Questions
When will my items be shipped?
- All items get checked in the product handling stage before they are dispatched.
- 98% of orders leave the warehouse within 3-5 days of payment.
- You will receive an email when the item has been shipped.
- Please allow 12-25 business days for delivery - USA
- Other countries please allow 14-35 business days for delivery.
- All products are hand-made so please be patient.
- We pick HOT selling products, high demands are expected.
- Unfortunately, we are not responsible for any shipping delays. Customers are asked to take this into account when ordering for a specific time or event.
I ordered more than one item, but only received one, where is the rest of my order?
- We have a wide variety of products, some are not stocked in house, but most have to be made, if you order multiple items, they may get posted separately. You might receive one item before the next. So please do not panic if you haven't received them all at once, they will be on their way! Please allow up to 35 days for all the items to arrive!
Has my item been shipped yet?
- You will receive an email confirming your that order has been shipped! - The email address you used at the checkout.
I still haven't received my order after 35 days!? Where is it?!
Firstly we are extremely sorry we will do everything we can to fix the problem and keep you a happy customer!
- Please check you provided us with the correct address.
- Check you haven't missed the parcel.
- Check that your neighbors have received the parcel on your behalf.
- Check your email and see if you have received any emails from "Elexxa" regarding any delays on your order.
- Please remember to wait up to 35 days for your order to arrive.
If you have checked all of the above and still cannot locate your order, please contact us at firstname.lastname@example.org
What we need from you to carry out the investigation;
- Original Name & Address.
- Original Order number.
We will then check the order and contact the postal services.
When will I receive my order confirmation?
- An order confirmation will be sent once the order has been placed, to the email address provided at checkout.
- Please check the details within the email are correct. If you find an error please contact us immediately at email@example.com.
- Most orders are processed within 24 hours, therefore, we cannot guarantee that we are able to make any changes to your order once it has been placed.
I haven't received an order confirmation?
- Check the email address you provided us is correct.
- Check your "Junk or Spam" folder as our email could have been sent there.
- If you still haven't received an email confirmation please contact us at; firstname.lastname@example.org
Help, I've made a mistake on my order, what do I do?!
- YOU MUST CONTACT US IMMEDIATELY at email@example.com
- We MIGHT be able to amend the mistake, but as soon as the order goes through it is very hard to change.
- If a mistake has been made with the delivery address given to us and therefore your item does not arrive unfortunately we cannot be held responsible.
- If your order looks out of the ordinary we will contact you before processing the order. Be sure to keep a check on your emails.
Can I cancel my order?
- If you would like to cancel your order we can try to do this before the order is processed and shipped.
- Email us asap! firstname.lastname@example.org
However, it is not guaranteed that we can cancel your order in time before the order is processed.
What payment methods do you accept?
- We accept all major credit cards through Stripe powered by Shopify payment system. - Very secure!
- We also accept PayPal.
- All our payment services are very secure and your payment is covered if anything is to go wrong.
- Please see our Returns, Refunds and Exchange policy https://www.elexxa.com/pages/refund-policy
TAX, VAT & Customs
- Elexxa only charges for the purchase price and shipping rate.
- We do not collect any payment for customs, taxes, VAT, currency conversion rates, or any other fees, and cannot reimburse any extra charges.
- Customs: We recommend that you contact your local customs office if you have any doubts or questions about whether or not your item will be permitted into your country.
- VAT: We do not charge for Value-Added Tax and cannot cover any charges which your country may add.
- Currency Conversion: Although all items are displayed in your country's currency, each transaction is charged in GB Pounds.