Welcome to our FAQ section. Here you will find quick answers to the most common questions regarding ordering, delivery, tracking, returns, and account safety on Apexpatiouk.
If you cannot find the answer to your query below, please reach out to our UK customer care team at [email protected].
1. Ordering & Payment
Q: What currency will I be charged in?
A: All prices on our shop are listed and charged in British Pounds Sterling (£ / GBP). If you are paying with a non-UK bank card, your card issuer will automatically convert the transaction total to your local currency at their applicable exchange rate.
Q: Are your prices inclusive of VAT?
A: Yes, all item prices displayed on our website are inclusive of standard UK Value Added Tax (VAT) where applicable. A full breakdown of VAT is provided on your email invoice after checkout.
Q: Which payment methods do you accept?
A: We accept all major debit and credit cards, including Visa, Mastercard, Maestro, and American Express. We also offer express checkout via PayPal, Apple Pay, and Google Pay for quick and secure payment.
Q: Can I amend or cancel my order after placing it?
A: We process orders rapidly to ensure prompt dispatch. If you need to change your delivery address or cancel an item, please contact [email protected] as soon as possible with your order number. Once your order has entered our packing queue or has been collected by the courier, we are unable to alter or cancel it. However, you may easily return eligible items once delivered under our 14-day returns policy.
2. Shipping & UK Delivery
Q: Which couriers do you use for UK deliveries?
A: We partner with trusted UK courier networks, including Royal Mail, DPD, and Evri, depending on the size, weight, and delivery service chosen at checkout.
Q: How much does UK shipping cost and how long does it take?
- Standard UK Delivery: £6.99 (Free on orders over £30.00). Delivered within 3 to 5 working days.
- Express UK Tracked: £25.00. Delivered within 1 to 2 working days.
Note: Orders are dispatched Monday through Friday, excluding UK bank holidays.
Q: Do you deliver to Northern Ireland, the Scottish Highlands, and UK Islands?
A: Yes! We deliver across the entirety of the United Kingdom, including Northern Ireland (BT postcodes), the Scottish Highlands & Islands (IV, KW, PA, PH), the Isle of Man, and the Channel Islands. Please allow an additional 1 to 3 working days for transit to remote or offshore postcodes.
3. Tracking & Order Status
Q: How do I track my parcel?
A: Once your order has been dispatched from our UK depot, you will receive an automated dispatch email containing a direct tracking link and courier reference number. You can also view real-time tracking updates by logging into My Account on our website.
Q: My tracking shows “Delivered”, but I haven’t received my parcel. What should I do?
A: Couriers occasionally scan parcels shortly before actual drop-off or leave them in a secure location. Please check:
- Around your property (e.g., behind wheelie bins, porch, side gates).
- With immediate neighbours or your building reception.
- For a “Calling Card” left in your letterbox by the courier.
If your parcel is still missing after 48 hours from the marked delivery time, please contact our support team so we can investigate with the courier.
4. Returns & Refunds
Q: What is your returns policy?
A: Under the UK Consumer Contracts Regulations, you have 14 days from the date of delivery to inform us that you wish to return an item, and a further 14 days to send the parcel back to our UK warehouse. Items must be unused, unworn, and in their original packaging with all tags attached.
Q: How do I initiate a return?
A: Please email [email protected] with your order number and the item(s) you wish to return. Our team will issue a Return Authorization Code and provide the full UK return address.
Q: Who pays for return postage?
A: Unless an item arrives faulty, damaged, or incorrect, customers are responsible for covering return shipping costs. We strongly recommend using a tracked service (such as Royal Mail Tracked) and keeping your proof of postage receipt.
Q: How long will my refund take?
A: Once your returned item arrives at our warehouse and passes quality inspection, your refund will be processed back to your original payment method within 3 to 5 working days.
5. Product Safety & Account Support
Q: What should I do if I receive a faulty or damaged item?
A: We apologize for any inconvenience. If your item arrives damaged or develops a fault, please email [email protected] within 7 days of receipt with photos of the issue and your order details. Under the UK Consumer Rights Act 2015, we will arrange a free replacement or issue a full refund at no extra cost to you.
Q: Is my personal information and payment data secure?
A: Absolutely. Our website uses 256-bit SSL encryption to ensure your payment details and personal data are fully protected. We strictly adhere to UK GDPR and the Data Protection Act 2018. We never sell or share your information with third parties for unauthorized marketing purposes.
Still Have Questions?
If you have any further questions or require assistance with an existing order, please contact our customer care team:
- Email: [email protected]
- Office Hours: Monday – Thursday: 9:00 AM – 5:00 PM | Friday: 9:00 AM – 3:00 PM (GMT/BST)