Frequently Asked Questions

How can I contact customer service?

If you need assistance, you can reach our support team by emailing support@paxley.co.uk or calling +31 6 3809 2644.

You may also submit your enquiry through our Contact Form.

How fast do you reply?

We aim to respond to all enquiries within 12–24 hours on business days (Monday to Friday, excluding public holidays).

What is the delivery timeframe?

Total delivery time: 2–10 business days.

This includes both order processing and shipping.

Processing 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.

Shipping time: Once dispatched, delivery typically takes 1–5 business days, depending on your location.

Where do you deliver?

Paxley currently delivers exclusively within the United Kingdom.

Do you charge for shipping?

All UK orders include free shipping.

The delivery estimate has passed — where is my order?

Delivery timeframes are estimates and may occasionally vary due to external factors. If your order exceeds the estimated delivery window, please contact us so we can assist you.

You can reach us at support@paxley.co.uk.

Can I change my delivery address?

Delivery address changes can be requested within 24 hours of placing your order. Please contact us via email or phone as soon as possible.

Once an order has been dispatched, delivery details can no longer be modified.

When will I receive my tracking information?

Once your order has been shipped, you will receive a confirmation email with your tracking number within 24 hours.

You can also track your order via our Track My Order page.

What if my item arrives damaged or something is missing?

We’re sorry for the inconvenience. Please email support@paxley.co.uk with your name and order number, and we’ll resolve the issue as quickly as possible.

How do I return an item?

We offer a 30-day return period starting from the day you receive your complete order.

  1. Download and print the Return Form.
  2. Complete the form and place it inside the return package.
  3. Send your return to:
    GT Ecom B.V.
    Betuwehaven 8
    Nieuwegein, Utrecht 3433 PV
    Netherlands
  4. Use a shipping method with tracking.
  5. Email the tracking number to support@paxley.co.uk.

Please ensure items are securely packaged, preferably in the original packaging. Returns without a completed form or valid tracking information cannot be processed.

Who pays for return shipping?

Free return shipping costs if the item is incorrect or damaged we will provide a free return label and cover the return shipping costs.

When will I receive my refund?

Once your return has been received and inspected, approved refunds are processed within 5 business days to your original payment method.

Please note that banks or card providers may require additional processing time.

Where can I find your policies?

Contact Information

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