Frequently Asked Questions
This page is designed to answer the most common questions regarding our products, services, and shopping policies at Edelyx.
1. Order Information & Tracking
How can I track my order?
Once your order has been dispatched, you will automatically receive an email containing your tracking number. You can track your parcel through the carrier's tracking portal using that number. Please allow 24–48 hours for the tracking information to update.
I haven't received my tracking code, what should I do?
Please check your spam or junk folder, as our automated emails occasionally end up there. If you still cannot find it, contact us at support@edelyx.com and we will provide it to you manually.
Can I cancel my order?
You can request a cancellation at any time before your order has been dispatched. Because orders are processed quickly, please contact us within 6 hours of placing your order to give us the best chance of stopping it in time. If your order has already been dispatched, you can still return it under our 30-day return policy. Your statutory right to cancel under the Consumer Contracts Regulations 2013 is not affected.
2. Shipping & Delivery
Where do you ship and what are the costs?
Currently, we ship to the United Kingdom only. Standard shipping is FREE on all orders, with no minimum purchase required.
What is the total delivery time?
● Order Handling Time: 1–2 business days (Monday – Friday)
● Transit Time: 7–10 business days (Monday – Friday)
● Estimated Total Delivery: 8–12 business days
Will I have to pay customs duties or taxes?
No. All prices displayed on our website include any applicable VAT. We ship on a DDP (Delivered Duty Paid) basis, meaning we handle all customs formalities and any applicable import duties. The price you see at checkout is the final price you pay — there are no hidden fees on delivery.
3. Payments
Which payment methods do you accept?
All payment methods available for your order are displayed clearly at checkout before you complete your purchase. Payments are processed by our certified payment providers, and your card details are handled entirely by their secure payment gateways.
In which currency will I be charged?
All transactions are processed and displayed in British Pounds (£ / GBP).
4. Returns & Refunds
What is your return policy?
We offer a 30-day return window from the date you receive your item. The product must be unused, in its original condition and in packaging where reasonably possible. For full instructions, please visit our Refund and Return Policy.
Where do I send my return?
Please contact our support team at support@edelyx.com before returning any item. We will provide you with the appropriate return address and instructions for your specific return.
Do you charge restocking fees?
No, we do not charge any restocking fees on returns.
Who pays for the return shipping?
● Defective, damaged or incorrect items: we cover the return shipping costs.
● Change of mind: the customer is responsible for the return shipping costs.
How long does a refund take?
Once your return has been received and inspected, we will notify you by email. Approved refunds are issued to your original payment method within 14 days.
5. Contact Us
Still have questions?
Our support team is here to assist you from Monday to Friday, 9:00 AM – 5:00 PM (GMT, London).
Store name: Edelyx
Address: 25 St. Helen's St, Ipswich IP4 1HH, United Kingdom
Email: support@edelyx.com
Phone: +447564010548
Customer service: Monday to Friday, 9:00 AM – 5:00 PM (GMT, London)
We usually reply within 24 hours.