Frequently Asked Questions

How can I reach your customer service team?

How fast can you answer my question?

We respond to all messages and emails in the order they are received, usually within 24 hours.

Can I change my shipping address after placing my order?

  • We can only make changes to your shipping address if your order has not yet been shipped.
  • If you wish to update your shipping address, please contact us within 24 hours of placing your order at support@paxley.co.uk or call +31 6 3809 2644.
  • After your order has been shipped, you can still exercise your 30-day right of return in line with our Return and Refund Policy.

When will I receive my order?

Below are the estimated delivery times for all packages:

  • Order cutoff time: 00:00 AM (GMT).
  • Order handling time: 1 to 5 business days (Monday to Friday).
  • Transit time: 1 to 5 business days (Monday to Friday).
  • Estimated delivery time: 2 to 10 business days.

Which shipping company do you use?

We partner with the following reliable carriers for deliveries within the United Kingdom:

  • Royal Mail
  • DPD
  • UPS
  • FedEx

How can I track my order?

Once your order has been shipped, you’ll receive a tracking number by email. You can track your order on our Track My Order page.

Why is my tracking number not working?

Tracking numbers may take 24–48 hours to activate. If yours doesn’t work within this timeframe, please contact us at support@paxley.co.uk.

Out of stock items

If an item is out of stock, we’ll notify you via email. If it cannot be restocked within two weeks, a full refund will be issued automatically.

I received a damaged or incorrect item - what should I do?

If your order arrives damaged or incorrect, please contact us immediately at support@paxley.co.uk. We’ll provide a prepaid return label and arrange a replacement or refund.

How do I return an item?

Contact Us:
Email our support team at support@paxley.co.uk with your order number and reason for the return.

Receive Instructions:
We will review your request and send you the return address and instructions within 24 hours.

Pack & Ship:
Securely pack the item (including all accessories/manuals) and drop it off at your nearest shipping carrier.

Who pays for return shipping?

For Defective Products:
There is no cost to the customer.

For Customer Remorse (Change of Mind):
You are responsible for paying the return shipping costs. Shipping costs are non-refundable.

How long is the return period?

You have a 30-day return period starting from the day you receive your full order.

What condition does the item have to be in to be returned?

  • Items must be new and unused.
  • Goods must be returned in original packaging.
  • Items with obvious signs of wear, damage or missing parts cannot be returned.
  • Returns after 30 days are not accepted.

What are valid reasons for returns?

  • Size issue
  • Received incorrect item
  • Fit issue
  • Damaged item

Do you charge a restocking fee?

No, we do not charge any restocking fees.

When will I receive my refund?

Inspection Time:
Please allow up to 2 business days for us to inspect your returned item.

Refund Issuance:
Once approved, we will automatically refund your original payment method.

Bank Processing:
Please allow 5 business days for your bank or credit card company to process the refund.

What if my refund is delayed?

If your refund hasn’t arrived after 10 business days, please contact us at support@paxley.co.uk.

Contact Information:

Store name: Paxley
Legal Entity: GT Ecom B.V.
Address:  Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, Netherlands

Chamber of Commerce (KvK): 82232393
VAT number: NL862386780B01

Customer Support:
Email: support@paxley.co.uk
Telephone: +31 6 3809 2644

Customer Service Hours:
Monday to Friday: 08:00 – 18:00 (GMT)

We will respond to your email within 24 hours (Mon–Fri). Weekend messages will be answered on Monday.

Free shipping

30-day Return Policy

Secure Checkout

Customer Service with 24hr Response Time