Frequently Asked Questions (FAQ)

How quickly can you answer my question?

We aim to respond to all inquiries as quickly as possible. Messages and e-mails are answered in the order they are received. You can expect a response within 12–24 hours, Monday to Friday (excluding holidays).

How long does it take to get my order?

Total delivery time = processing time + shipping time.

Orders are processed within 1–5 business days (Monday to Friday). Orders placed after 00:00 GMT will be processed the next business day.

Once processed, the order will be forwarded for shipping. Estimated delivery time is 1–5 business days (Monday to Friday), depending on your location.

What are the shipping costs?

Shipping is free within the United Kingdom for all orders.

Will I receive my order in one package?

Depending on the size of your order, it may arrive in separate packages. These packages can arrive 1–2 business days apart.

The expected delivery time has been exceeded, where is my order?

The processing and delivery times provided are approximate and intended for reference only. In some cases, delivery may take longer than the standard timeframes stated. If your package is delayed beyond the expected delivery period, please contact us and we will assist you in resolving any issues within our control.

If you still have any questions, please send us an e-mail at support@paxley.co.uk for help.

Can I change my address?

We cannot change the delivery address once the order has been sent. If you wish to change the place of delivery, you can contact us within 24 hours of placing the order at support@paxley.co.uk or call us at +31 6 3809 2644.

Please note that we cannot guarantee a change of address after processing has begun.

When will I receive tracking information for my order?

Once your order has shipped, you will receive an email with a tracking number within 24 hours. You can use this number to track your shipment using our Track My Order page.

I have received a damaged item, what should I do?

We're sorry for the inconvenience! Please contact us with your name and order number at support@paxley.co.uk and we will help you solve the problem.

What if an item is missing or damaged in my order?

If an item in your order is missing or damaged, please contact us immediately at support@paxley.co.uk. We are here to help!

How can I return a product?

We have a 30-day return policy, which means you have 30 days to request a return from the moment you have received your entire order.

If you would like to return an item, please follow this process:

  1. Download and print the Return Form.
  2. Complete the form and include it inside your return package.
  3. Please send your return to the following return address:

    GT Ecom B.V.
    Betuwehaven 8
    Nieuwegein, Utrecht 3433 PV
    Netherlands

  4. When sending your package, please use a shipping method with Track & Trace.
  5. After posting your return, send the tracking code to our customer service at support@paxley.co.uk so we can track the shipment.

Return shipping costs are the customer’s responsibility.

Exception: If you received an incorrect or damaged item, we will provide you with a free return label via email. We will also cover the return shipping cost.

Please repackage your item(s) securely, preferably using the original packaging. Returns without a completed return form or valid tracking information cannot be accepted.

When will I receive my refund?

Once we have received and inspected your returned item, we will notify you. If approved, your refund will be issued to your original payment method within 5 business days. Note that it may take your bank or credit card company additional time to process and post the refund.

Where can I find your store policies?

You can review all of our store policies at any time using the links below. Each policy provides detailed information about how we handle orders, shipping, returns, and customer data.

For further questions, please contact us at:

Address: Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, Netherlands
E-mail: support@paxley.co.uk
Telephone: +31 6 3809 2644

Chamber of Commerce number: 82232393
VAT number: NL862386780B01
Company name: GT Ecom B.V.
Store name: Paxley

Opening hours:
Monday - Friday: 8:00 - 18:00 GMT
Saturday - Sunday: Closed
Public holidays: Closed