FAQs

Frequently Asked Questions (FAQ)

We have compiled a comprehensive list of the most common questions our customers ask. If you cannot find the answer to your specific query below, please do not hesitate to contact our customer support team at support@laxova.com.

1. Order Processing & Fulfillment

Q: How long does it take for my order to be processed?
A: All orders placed on Laxova are subject to a standard processing time of 1-2 business days. This timeframe allows our warehouse team to pick, securely pack, and prepare your items for dispatch. Please note that processing times do not include weekends or UK public holidays. Orders placed after 5:00 PM GMT will begin processing on the following business day.

Q: Can I modify or cancel my order after it has been placed?
A: We aim to process orders as quickly as possible. If you need to make changes to your shipping address, item selection, or wish to cancel your order entirely, you must contact us immediately at support@laxova.com. Once an order has entered the processing phase or has been handed over to our couriers, we are unable to make modifications or cancel it. In such cases, you will need to receive the item and follow our standard Return & Refund Policy.

Q: Will I receive an order confirmation?
A: Yes. Immediately after successfully placing an order, you will receive an automated order confirmation email containing your order number, an itemized list of your purchases, and your billing/shipping details. If you do not receive this email within 15 minutes, please check your spam/junk folder before contacting support.

2. Shipping & Delivery

Q: Where do you ship to?
A: We currently ship to all addresses within the United Kingdom, including Northern Ireland, the Scottish Highlands, and the Channel Islands. Please note that deliveries to remote areas may require additional transit time.

Q: What are your shipping timeframes and costs?
A: Following our standard 1-2 processing period, standard transit times within the UK take approximately 5-8 business days. We offer Free Shipping on orders £100 and over, and a flat shipping rate of £3.99 for orders under £100.

Q: How can I track my order?
A: Once your order is dispatched from our facility, you will receive a shipping confirmation email containing a carrier tracking number and a direct link to monitor your delivery's progress. Please allow up to 24-48 hours for the courier's tracking portal to update with the initial scan.

Q: What happens if my package is lost or delayed?
A: While we partner with highly reliable couriers, occasional delays due to weather or unforeseen logistical issues can occur. If your tracking information has not updated for 5 consecutive business days, or if your package is marked as delivered but you have not received it, please contact us at support@laxova.com. We will initiate a formal investigation with the courier to resolve the issue.

3. Returns, Refunds & Exchanges

Q: What is your return policy?
A: In strict accordance with the UK Consumer Rights Act, we offer a comprehensive 14-day return window. You have 14 days from the date you receive your order to request a return. Items must be returned in their original, unused condition, with all tags and packaging intact. Please review our full Return & Refund Policy for detailed instructions.

Q: How do I initiate a return?
A: To begin the return process, please email support@laxova.com with your order number and the reason for the return. Our support team will provide you with a Return Merchandise Authorization (RMA) number and the precise return shipping address: 26 Cranston Close, Reigate, England, RH2 7HR. Do not send items back without prior authorization, as this may result in the loss of your returned package.

Q: Who pays for return shipping?
A: If you are returning an item due to a change of mind, incorrect sizing, or buyer's remorse, you are responsible for the return shipping costs. However, if the item you received is defective, damaged in transit, or incorrect due to an error on our part, Laxova will cover all return shipping expenses.

Q: When will I receive my refund?
A: Once your returned item is received and inspected at our facility (which may take up to 3 business days), we will process your refund. The funds will be credited back to your original payment method. Please allow 7 business days for your bank or credit card provider to post the transaction to your account.

4. Payments & Security

Q: What payment methods are accepted?
A: We accept a variety of secure payment methods, including major credit and debit cards (Visa, MasterCard, American Express) as well as , Apple Pay, Google Pay 

Q: Is my payment information secure?
A: Absolutely. Our checkout process is fully encrypted using industry-standard SSL technology. We comply strictly with Payment Card Industry Data Security Standards (PCI DSS). At no point does Laxova store your raw credit card numbers on our servers.