FAQ
1. Where does Vixio ship?
We currently ship orders within the United Kingdom only.
2. How much does shipping cost?
We charge a flat shipping fee of £30 for all orders within the United Kingdom.
3. What is your order cut-off time?
Orders placed before 2:00 PM (GMT+00) on a business day begin processing the same business day. Orders placed after the cut-off time, on weekends, or on public holidays will be processed on the next business day.
4. How long does delivery take?
Our estimated total delivery time is up to 10 business days, including order processing and transit time.
5. Which shipping carriers do you use?
We may ship orders using Royal Mail, DPD, Evri, DHL, or another suitable courier depending on the delivery location and service availability.
6. Can I track my order?
If tracking is available for your shipment, tracking information will be sent to the email address provided with your order after it has been dispatched.
7. Do you ship internationally?
No. At this time, we only deliver within the United Kingdom.
8. What payment methods do you accept?
We currently accept:
- Visa
- Mastercard
- American Express
- Discover
Available payment methods are displayed during checkout.
9. When will my payment be charged?
Your payment is processed at the time you place your order. Orders cannot be processed until payment has been successfully completed.
10. Can I return my order?
Yes. We accept returns within 30 days of the delivery date for both defective and non-defective products, provided the return meets the conditions outlined in our Return & Refund Policy.
11. Do you accept exchanges?
No. Vixio does not offer product exchanges.
12. Who pays for return shipping?
If the return is approved because the item arrived damaged, defective, or we shipped the wrong product, Vixio will provide a prepaid return shipping label.
For all other eligible returns, the customer is responsible for arranging and paying the return shipping costs.
13. Is there a restocking fee?
No. Vixio does not charge a restocking fee for eligible returns.
14. How long does it take to receive a refund?
Once your returned item has been received and approved, refunds are typically processed within 10 business days. The time it takes for the funds to appear in your account may depend on your bank or payment provider.
15. What should I do if my refund is delayed?
If you have not received your refund after 10 business days, first check with your bank or payment provider. If you still need assistance, please contact us at support@vixio.shop.
16. What should I do if my order arrives damaged or incorrect?
Please contact us as soon as reasonably possible after delivery and provide your order number along with clear photographs of the product, packaging, and shipping label (where applicable). We will review your request and provide the appropriate next steps.
17. What happens if my order is delayed?
Delivery times are estimates and delays may occasionally occur due to weather conditions, courier disruptions, public holidays, or other circumstances beyond our reasonable control. If your order has not arrived within the expected timeframe, please contact us and we will assist you in checking its delivery status.
18. Is my personal information protected?
We collect and use personal information only as described in our Privacy Policy. Payment card information is processed securely through our payment provider, and Vixio does not store complete payment card details on its servers.
19. How can I contact Vixio?
You can contact us using the details below:
Business Name: Vixio
Business Email: support@vixio.shop
Business Hours: 10:00 AM – 05:00 PM (GMT+00)
Business Days: Monday to Friday
Business Address: 7 High St, Great Ayton, Middlesbrough TS9 6NH, United Kingdom
20. Where can I read your store policies?
Our website includes the following policy pages:
- About Us
- Contact Us
- Privacy Policy
- Payment Policy
- Shipping Policy
- Return & Refund Policy
- Terms of Service
We recommend reviewing these pages before placing an order, as they explain how orders, payments, shipping, returns, and refunds are handled.