FAQ

ORDERING

+ Where is my order?

Please keep an eye out for your order confirmation email, which will be sent to you as soon as your order is despatched.

If standard delivery is selected at checkout, a Royal Mail barcode/tracking number along with a link will be included to track the progress of your order.

If you have selected to have your order despatched via our DPD next day courier service, again, a tracking number along with a link to track your order will be provided. You should also receive text message updates with a 1 hour delivery slot - if a mobile phone number was provided at checkout.

Haven’t received your order confirmation email yet?

Please also check your junk mail box as emails can get caught up as junk sometimes. If you still can’t find it please contact us.

help@pixly.co.uk
01322 837 685
Lines are open from 9:30am to 5:00pm.

+ How can I track my order?
Please keep an eye out for your order confirmation email, which will be sent to you as soon as your order is despatched.

If standard delivery is selected at checkout, a Royal Mail barcode/tracking number along with a link will be included to track the progress of your order.

If you have selected to have your order despatched via our DPD next day courier service, again, a tracking number along with a link to track your order will be provided. You should also receive text message updates with a 1 hour delivery slot - if a mobile phone number was provided at checkout.

Haven’t received your order confirmation email yet?

Please also check your junk mail box as emails can get caught up as junk sometimes. If you still can’t find it please contact us.

help@pixly.co.uk
01322 837 685
Lines are open from 9:30am to 5:00pm.

+ How do I change my order?

Please contact our customer services and a member of the team would be happy to amend your order.

help@pixly.co.uk
01322 837 685
Lines are open from 9:30am to 5:00pm.

+ How do I cancel my order?

Sorry its not worked for you..

We’d like to hear about what went wrong and if there is anything we can do to to help please let us know.

Email us or speak to us and we would be happy to help.

help@pixly.co.uk
01322 837 685
Lines are open from 9:30am to 5:00pm.

+ The item I want is out of stock, can I pre-order this for when it is back?

Yes. email us with your request and we’ll put a note on our system for for a member of the team to contact you when the item is back in stock.

Just to note, we won’t take your money upfront for it and you can pay for the item when its back.

help@pixly.co.uk

+ Which payment methods do you accept?

We accept all major credit cards, PayPal and Apple Pay. You can make payment through our safe payment gateway checkout or over the phone – whichever suits you.

To place your order over the phone please call 01322 837 685.
Lines are open from 9:30am to 5:00pm.

+ How can I contact you directly?
You can call us on 01322 837 685. 
Lines are open from 9:30am to 5:00pm. 

Don't like to talk? You can contact us via email at help@pixly.co.uk.

Alternatively you can chat with us online. See the 'Live Chat Now' tab at the bottom of your screen.

+ Can I place an order over the phone?

Yes ofcourse.

Please call our sales team on 01322 837 685 and we’d be happy to help process your order over the phone.
Lines are open from 9:30am to 5:00pm.

+ Do you provide a VAT invoice?

Yep, we can provide VAT invoices. Please e-mail our accounts department with your request.

accounts@pixly.co.uk

DELIVERY

+ When will my item be delivered?
Most of our products are despatched within 24-48 hours of receiving your order - unless otherwise stated. We put a lot of work into getting the products to you as quickly as possible but it all depends on how quickly our delivering partners act.

Standard delivery items are usually delivered within 2-3 days.
Signed for/Next day orders are delivered within 24 hours.
If you have already purchased, delivery details for your order can be found in the order confirmation email sent to you.

Haven’t received your order confirmation email yet?

Please also check your junk mail box as emails can get caught up as junk sometimes. If you still can’t find it please contact us.

help@pixly.co.uk
01322 837 685
Lines are open from 9:30am to 5:00pm.

+ How long does delivery take?
Most of our products are despatched within 24-48 hours of receiving your order - unless otherwise stated. We put a lot of work into getting the products to you as quickly as possible but it all depends on how quickly our delivering partners act.

Standard delivery items are usually delivered within 2-3 days.
Signed for/Next day orders are delivered within 24 hours.

If you have already purchased, delivery details for your order can be found in the order confirmation email sent to you.

+ Which areas do you deliver to?

On smaller parcels we deliver anywhere within the UK for free.

However, additional delivery surcharges do apply to the following Northern Ireland, island and rural postcodes on larger orders which required delivery via couriers:
AB, DD, EX, IP, KA, KY, LD, MR, PH, SA, TQ, TR, BT, HS, IV, KW, LL, PA, PL, ZE
If you do live in any one of these postcode areas please do contact for an accurate delivery quote.

help@pixly.co.uk 
01322 837 685
Lines are open from 9:30am to 5:00pm.

+ Can I select a day of choice for delivery?
If you select our Signed For/Next Day delivery option at checkout we can arrange for your order to be delivered on a particular day during the week. Please specify at checkout.

Unfortunately we currently do not offer a weekend delivery service.

For further assistance regarding special arrangements please contact our sales team on 01322 837 685 or email us at help@pixly.co.uk
Lines are open from 9:30am to 5:00pm.

+ Can I pick up my order up?
Unfortunately we do not have facilities to offer a pick-up service at the moment.

+ I missed delivery. What can I do?
The couriers will generally leave you a ‘We have missed you’ card through the letterbox which will have details of the re-delivery options.

We recommend you call the couriers directly to make arrangements for re-delivery.

Don’t worry if you have missed the couriers, as they will attempt delivery 3 times before they decide to return the item back to us.

RETURNS

+ What is your returns policy?
Please email our customer services team at help@pixly.co.uk

Returns are accepted within 7 days of delivery. Unfortunately we are unable to accept returns on personalised items unless there are damages, defects or faults with the goods.

We promise our experienced customer service team will help make the returns process as smooth as possible. Please email our customer services team at help@pixly.co.uk for help.

+ I have a problem with my order. What should I do?

We are sorry there is a problem with your order. Please contact our customer services team and a member of the team will be happy to help.

help@pixly.co.uk
01322 837 685
Lines are open from 9:30am to 5:00pm.

+ Goods were damaged in transit. What should I do?
Please email our customer services at help@pixly.co.uk with details of your order and a brief description of the damage. 

Please also attach images showing the damage to the product, as this will be required if we are to file a claim with the couriers.

In most cases we may be able to offer replacements for damaged items.
We promise our experienced customer service team will do whatever they can to assist with the issue.

For further details please read our 'Delivery & Returns’ policies.

+ How do I return goods I no longer want?
Please contact our customer services team via help@pixly.co.uk with a brief description of the reason for your return.

Our customer services team will help assist with the returns procedure, specific to your request.

Our returns address is:
Turquoise
Unit D1 (Rear of London House)
Thames Road
Crayford
Kent
DA1 4SL

Returns are accepted within 7 days of delivery.
Please note, we are unable to accept returns on personalised items unless there are damages, defects or faults with the goods in which case replacements will be provided wherever possible.

Trouble arranging a return? Let us know and we can help arrange this on your behalf.

help@pixly.co.uk 
01322 837 685
Lines are open from 9:30am to 5:00pm.

For further details please read our 'Terms & Conditions' and 'Delivery & Returns’ policies.

+ When will I receive my refund?
Once we receive the returned goods your refund will be processed as soon as possible.

If you have not yet received your refund please e-mail our customer service team at help@pixly.co.uk.
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