FREQUENTLY ASKED QUESTIONS

ORDERING & PRODUCTS

Q1: How do I place an order?

A: Simply browse our website, add items to your cart, and proceed to checkout. Enter your shipping and billing information, choose a delivery method, and complete payment.

Q2: What payment methods do you accept?

A: We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and bank transfer.

Q3: Are prices inclusive of VAT?

A: Yes, all prices shown are inclusive of VAT where applicable.

Q4: When will I be charged for my order?

A: Payment is taken when your order is dispatched, not when you place it.

Q5: Can I cancel my order?

A: Yes, orders can be cancelled within 24 hours of placement. Contact us immediately at kericlume@gmail.com.

Q6: How do I know if an item is in stock?

A: Stock status is shown on each product page. Out of stock items will notify you at checkout.

Q7: Do you offer gift wrapping?

A: Gift wrapping options are available during checkout for applicable items. Additional charges may apply.

Q8: Can I send a gift directly to someone else?

A: Yes, you can provide a different shipping address during checkout. Gift messages are available for select items.

SHIPPING & DELIVERY

Q9: What is the delivery time?

A: Standard delivery is 3-5 business days (after 2-3 day processing). Express delivery is 1-2 business days and costs £6.99.

Q10: Do you offer FREE shipping?

A: Yes! FREE shipping on all orders over £50 (Standard Delivery). Orders under £50 are £2.99.

Q11: How is my order shipped?

A: Orders are shipped via Royal Mail (UK), DHL, or FedEx (International) depending on destination.

Q12: Can I track my order?

A: Yes, all orders include tracking. You'll receive a tracking number via email once your order is dispatched.

Q13: What are the processing times?

A: Standard processing is 2-3 business days before dispatch. Orders placed before 2pm are dispatched same day.

Q14: Do you ship on weekends?

A: No, we are closed on weekends and bank holidays. Orders placed on Friday will be processed on Monday.

Q15: Do you deliver internationally?

A: Yes, we ship internationally. Delivery typically takes 7-14 business days. International customers may incur customs duties.

Q16: What if my order is late?

A: Contact us if your order hasn't arrived within 5 days after estimated delivery. We'll investigate and offer a replacement or refund.

Q17: What if my package is damaged?

A: Contact us immediately with photos. We'll arrange a replacement or refund at no cost.

Q18: Can I change my delivery address?

A: Once your order is dispatched, the address cannot be changed. Contact us immediately if you need to update it before dispatch.

RETURNS & REFUNDS

Q19: What is your return policy?

A: You have 30 days from delivery to return items. Items must be unused, unworn, and in original packaging.

Q20: Do I have to pay for return shipping?

A: No! Return shipping is FREE for all UK customers.

Q21: How do I initiate a return?

A: Email us at kericlume@gmail.com with your order number. We'll send you a free return label within 24 hours.

Q22: How long does a refund take?

A: Once we receive your return, we process refunds within 7-10 business days to your original payment method.

Q23: Will I lose money on shipping?

A: No, return shipping is completely free. You get a full refund of the product price with no deductions.

Q24: What is a restocking fee?

A: We don't charge restocking fees. Your full purchase price is refunded.

Q25: Can I exchange an item instead of returning it?

A: Yes, we offer free exchanges for size/color changes. Contact us to arrange a direct exchange or place a new order.

Q26: What items cannot be returned?

A: Customized items, clearance/final sale items, used items, and items without original packaging cannot be returned.

Q27: What if I received a defective item?

A: Contact us within 48 hours with photos. We'll send a replacement or refund without requiring a return.

Q28: What if an item is damaged in the box?

A: Contact us immediately with photos of the damage. We'll arrange a replacement or refund.

ACCOUNT & PROFILE

Q29: Do I need to create an account?

A: No, guest checkout is available. Creating an account lets you save addresses and track orders.

Q30: How do I reset my password?

A: Click 'Forgot Password' on the login page and follow the email instructions.

Q31: How do I update my profile?

A: Log in, go to 'My Account', and edit your personal information, addresses, and preferences.

Q32: Can I delete my account?

A: Yes, contact us at kericlume@gmail.com to request account deletion.

Q33: How do I view my order history?

A: Log in to your account and go to 'My Orders' to see all past and current orders.

PAYMENT & SECURITY

Q34: Is my payment information secure?

A: Yes, all payments are encrypted with SSL/TLS and processed by PCI-DSS Level 1 certified providers.

Q35: Do you store my credit card details?

A: No, we never store full credit card details. Payments are processed securely by certified payment providers.

Q36: Why was my payment declined?

A: Common reasons: insufficient funds, incorrect details, fraud alerts, or technical issues. Try again or use a different card.

Q37: Do you use 3D Secure?

A: Yes, we support 3D Secure authentication for added security on eligible cards.

Q38: Do you use HTTPS?

A: Yes, our entire website uses HTTPS encryption for all transactions.

CUSTOMER SERVICE

Q39: How can I contact customer support?

A: Email: kericlume@gmail.com or Phone: . +442073878600

Q40: What are your support hours?

A: Monday-Friday 9am-5pm, Saturday 10am-2pm GMT. Closed Sundays and bank holidays.

Q41: How quickly will you respond to my email?

A: We respond within 24 hours during business days. Urgent issues are prioritized within 2 hours.

Q42: Can I speak to someone over the phone?

A: Yes, call . +442073878600 during operating hours for immediate assistance.

Q43: How do I file a complaint?

A: Email your complaint to kericlume@gmail.com with details. We'll respond within 48 hours.

Q44: What is your complaints procedure?

A: Contact us, we investigate, offer resolution within 14 days. If unsatisfied, you can pursue legal action.

LEGAL & TRUST

Q45: What laws govern your website?

A: Our website and all transactions are governed by English law and UK regulations.

Q46: Are you registered with the UK?

A: Yes, we comply with all UK business regulations and consumer protection laws.

Q47: What consumer rights do I have?

A: You have statutory rights under Consumer Rights Act 2015 to reject faulty goods within 30 days.

Q48: What is your privacy policy?

A: See our Privacy Policy section for details on data collection, use, and protection under UK GDPR.

Q49: Do you comply with GDPR?

A: Yes, fully compliant with UK GDPR 2018 and Data Protection Act 2018.

Q50: What should I do if I'm not satisfied?

A: Contact us first. If unresolved, you can pursue complaints through your payment provider or UK courts.

Q51: Is Floorbotix trustworthy?

A: Yes, we comply with UK law, offer free returns/shipping, and have secure payment systems. Your satisfaction is guaranteed.