Got a question? We've compiled a list of the commonly asked questions. If you still have a question for us, then drop us a message here.
WHAT COUNTRIES DO YOU DELIVER TO?
We delivery to the majority of countries worldwide. For a list of countries we do not delivery to, click here. This list may change.
To see if we delivery to your country, enter the country name when checking out and if you do not get an error message, then we can delivery to you.
WHAT DELIVERY OPTIONS DO YOU OFFER?
For UK orders, you can choose either our standard delivery options which can take up to 3-4 working days to arrive. For orders up to the value of £49.99, there is a £3.99 charge, and for orders over £50, this standard UK delivery is free.
For orders being delivered to EU countries, there is a £14.99 delivery charge and delivery can take up to 12 working days.
For ROW orders, there is a £20 delivery charge and delivery can take up to 17 working days.
HOW LONG WILL DELIVERY TAKE?
How long your delivery takes to get to you depends on the delivery option you chose when you checked out.
Typically orders to the UK arrive within 3-4 working days with standard delivery. EU orders can take up to 12 working days and ROW can take up to 17 working days. You can always use the tracking number provided to track and trace the progress of your delivery.
MY ORDER HAS NOT ARRIVED YET, WHAT DO I DO?
On the odd occasion that an order may not arrived in its allocated time, you can drop us a message by contacting us via our contact us page stating your order number and tracking number if you have been provided one.
MY TRACKING NUMBER IS NOT WORKING, WHAT DO I DO?
Whoops! Sometimes tracking numbers don’t activate or update instantly and can take up to 24 hours to provide accurate updates. If you’re still finding that your tracking number is not working, get in contact with us via our contact us page stating your order number and tracking number.
WHERE DO YOU SHIP FROM?
All our orders are shipped from our UK distribution centre.
DO I HAVE TO PAY IMPORT TAXES AND DUTIES?
Some countries do require the recipient to pay taxes and duties before taking delivery of their order. This is down to the recipient to pay, and not a responsibility of EXCEL to pay.
MY ORDER ARRIVED BUT IT IS MISSING ITEMS, WHAT DO I DO?
Uh oh! Not to worry. Drop us a message via our contact us page stating your order number and what you have received and what is missing and we’ll get this sorted for you as soon as possible.
MY ORDER ARRIVED BUT IT’S THE WRONG ITEM/S, WHAT DO I DO?
Uh oh! Not to worry. Drop us a message via our contact us page stating your order number and what you have received and we’ll get this sorted for you as soon as possible.
WHAT PAYMENT OPTIONS DO YOU OFFER?
We offer a number of payment options for you to use. We accept most major credit and debit cards including Visa, Mastercard and AMEX. You can also pay via PayPal using your account or as a guest, and we also offer Google Pay.
CAN I SPLIT MY PAYMENT?
Yes! Use Klarna as your payment option to split your payments.
DO YOU SAVE MY PAYMENT DETAILS?
We do not. To protect your security we do not save any payment information and we use Shopify’s payment portal, which is Level 1 PCI DSS compliant and covers all 6 PCI standard categories which are; maintaining a secure network, protecting cardholder data, maintaining a vulnerability management programme, implementing a strong access control measures, regularly monitoring and testing networks, and finally maintaining an information security policy.
I AM GETTING AN ERROR MESSAGE WHEN I ENTER MY PAYMENT DETAILS, WHAT DO I DO?
The most common reason for getting an error message, is if you have entered your card details incorrectly or if the expiry date is not correct so be sure to double check those.
Another common reason could be if your shipping address and billing address do not match. Make sure your billing address matches where your card is registered if your shipping somewhere else.
HOW LONG BEFORE I RECEIVE A REFUND?
Refunds can take up to 10 working days to land back into your bank account. Please note that we can only refund into the bank account, and same payment payment method that you used to make your initial payment.