Answers to the questions we are asked most. If yours isn't here, use the Contact page and include your order number.
Orders
Where does CAELIX deliver?
We serve customers in the United Kingdom. Any product-specific exclusions are shown before you place your order.
How much is delivery?
Nothing. UK delivery is free on every order, with no minimum spend. The total you see at checkout is the total you pay — no delivery charge, and nothing added afterwards.
How long will my order take?
It depends on the item. Products in our range are dispatched from more than one location, so delivery time varies by product rather than by order. Unless we agree a longer period with you beforehand, goods arrive within 30 days of the order being placed. Full detail is in our Shipping Policy.
Why did my order arrive in separate parcels?
Because items are dispatched from different locations, an order containing several products may arrive in more than one parcel and on different days. There is no extra charge for this.
Can I change my delivery address?
Contact us as soon as possible. We will change it if we can, but we cannot guarantee it once dispatch has started.
Returns and refunds
What is your returns policy?
You can ask to return an eligible item within 30 days of delivery. For most items we will not ask you to send anything back — we simply refund you. For higher-value items we may ask for the item, and if so we will tell you where to send it and who pays the postage before you send anything. See the Refund Policy for the full position.
Do I have to pay to return something?
In most cases there is nothing to return, so there is nothing to pay. Where we do ask for an item back, we tell you who covers the postage first. If the item is faulty, damaged, incorrect or not as described, we cover it.
My item arrived damaged or faulty. What now?
Contact us as soon as you can, with your order number and a photograph if you have one. Please keep the product, its packaging and the delivery label until we have reviewed it. Your statutory rights for faulty or misdescribed goods are unaffected by anything in our policies.
How long does a refund take?
We refund to your original payment method within the period required by law. Your bank or payment provider may take a few days more to show it.
Payment and account
What payment methods can I use?
The methods available to you are shown at checkout. Payment is handled by Shopify's hosted checkout — we never see or store your full card details.
Do I need an account to order?
No. You can check out as a guest. An account makes it easier to see past orders and reuse your details.
Is my payment secure?
Payment is processed through Shopify's hosted checkout, and card details never pass through our own systems. We will never ask you to send full card details by email or through the Contact page.
Products
Do you make the products you sell?
No, and we say so openly. CAELIX selects products rather than manufacturing them. Our job is choosing what earns its place and describing it accurately.
The colour looks different from the photograph.
Colours and finishes can vary between screens, and measurements are approximate unless stated otherwise. If an item is not as described, that is covered by your statutory rights — contact us.
Contacting us
How do I get in touch?
Use the Contact page or email support@caelixtech.com. Including your order number helps us answer faster. Our trading details are in our Contact Information policy.