FAQ'S

Delivery of my item(s)

Can I have my order delivered to a different address?

When ordering your items online at www.sxy.co.uk you will have the option to enter a different delivery address to your billing address at the time of checkout.

Already ordered your items? Don’t worry give our customer services team a call on 0333 700 4470 and they will be happy to change your delivery address if your order has not already been dispatched. 

How will my items be packaged?

Here at SXY we understand that discretion is everything, this is why all of our customer’s items are packaged and delivered in unbranded plain packaging. Don’t worry you can trust us.

For any more information about our packaging or delivery please call our customer services team on 0333 700 4470

When will my item be delivered?

Dependant on your shipping selection at the time of checking out on our website will depend on when your item will be delivered. Please see below for our delivery services and estimated timescales for delivery:

Service

Delivery Time

Price

Royal Mail Tracked 48

3-5 Working Days

£2.95

Royal Mail Tracked 24

1-3 Working Days

£3.95

Guaranteed Next Day Delivery

Next Day

£4.95

We aim to dispatch all completed orders received before 3pm the same day. Any orders placed after 3pm will be dispatched on the next working day. To see our full delivery details please view our delivery and returns policy on our website.

Free delivery with your order? All orders that qualify for free delivery will be dispatched the same as any other order and will be posted via “Royal Mail Tracked 48” which means you will receive your package within 3-5 working days. 

What Delivery options can I choose?

There a three delivery options available to customers when checking out online or by phone with SXY. Please see below for our delivery options and estimated delivery times, if you have any questions about our delivery methods please do not hesitate to call our customer services team on 0333 700 4470. 

Service

Delivery Time

Price

Royal Mail Tracked 48

3-5 Working Days

£2.95

Royal Mail Tracked 24

1-3 Working Days

£3.95

Guaranteed Next Day Delivery

Next Day

£4.95

 

My item has not arrived yet?

Don’t worry, we can track your order for you. With all of our orders we have a unique tracking number to ensure we can track every customers order. If you haven’t yet received your item and have received an email confirmation to notify you of dispatch of your order, simply give our customer services team a call and they will be able to advise you on your order.

Can my items be delivered outside of the United Kingdom?

Yes, definitely. Here at SXY we can ship your items anywhere worldwide. When ordering your items on our website, shipping prices for worldwide and European deliveries will be calculated at the point of checkout dependant on the size and weight of the items ordered.

If you are still unsure or have anymore questions about our international and European deliveries, please see our delivery and returns policy or simply call our customer services team on 0333 700 4470.

When will I know my item has been dispatched?

If your order has been placed before 3pm Monday – Friday on our website, you can assure we will try our best to ensure your parcel is dispatched the same working day. When your item has been dispatched you will receive an email confirmation from SXY to confirm dispatch of your new order.

If, for any reason, you don’t now receive an email confirmation with 48 hours of your order being placed, please give our customers services team a call so they can ensure we have received your order.

 

Refund or Exchanging my items

How do I return my item(s)?

If you wish to return your items for any reason, please contact our customer services team on the below email or phone number and they will be happy to help you with your return and refund:

Email: returns@sxy.co.uk

Telephone: 0333 700 4470

Please note: All returning items must in a new packaged condition unless the product has been damaged when delivered to you. If you are unsure about returns please read our full terms and conditions along with our returns and delivery policy.

My item has been damaged, can I have a new one?

If you have received your item(s) and the item(s) are faulty or damaged in anyway, please contact us on returns@SXY.co.uk or call us on 0333 700 4470 and we will be happy to ship out a new item free of charge.

How long will it take to process my refund?

Processing your refund can be refunded within thirty (30) working days of SXY.co.uk receiving your unwanted goods or products, as stated in our full terms and conditions.

Once your goods have been received back by SXY we will notify you of successful returns and process your refund. If you have sent your items and not heard from us in 7 working days please contact our returns team on 0333 700 4470 and they will be more than happy to help you.

My order has been delivered incorrectly

Don’t worry, if we have made a mistake on your order please contact our customers services team on 0333 700 4470 or email us on sales@sxy.co.uk and we will be happy to send out the correct item free of charge.

How can I exchange one of my items?

If you have received your item(s) and are wanting to exchange an item, we are able to do this for you. To exchange any item for another item our sales team will need to take any balance difference between the items and also charge delivery (whichever delivery item you wish to take). The previous item will need to be returned to us (at the cost of the customer) and once this item has been received we will send out a new the new exchanged item in the post.

Will my refund include my delivery charge?

Unfortunately, as per our full terms and conditions delivery charges returned to us unless the items are found faulty or not as described when purchased will not be refunded the full delivery charge of the item.

Any items must be returned to SXY.co.uk within thirty (30) days of purchase.

 

Promotions and Offers

Can I use more than one at any time?

Only one code can be used at any one time per order. Our full terms and conditions state that SXY.co.uk reserve the right to decline any voucher codes, special offers or online offers at any time.

If you are unsure about any voucher codes or promotional offers you may have please feel free to call our customer services team on 0333 700 4470.

Why is my promotional code not working?

Oh dear, it’s not working! Don’t worry, if your promotional or voucher code does not work simply give our customer services team a call on 0333 700 4470 or email us at sales@SXY.co.uk and we will have a look into this for you.

 

Using the SXY website

How can I pay for my items online?

Here at SXY we have safe secure shopping for all of our customers. We offer payment through all major credit and debit cards including American Express. Our card payment services are secured by a sage pay payment gateway to ensure your card is protected at all times.

Don’t worry though, if you prefer not to pay by debit or credit card we have the option for you to pay via paypal to offer you security without entering your card details.

Why has my payment been declined?

If your payment has been declined online please contact one of our customer services team on 0333 700 4470 or email us at sales@sxy.co.uk and one of our team will be happy to look into this for you.

How can I cancel my order?

Don’t worry, we can help you cancel your order. If you have not already received a dispatch confirmation email give our customer services team on 0333 700 4470 and our team will be able to cancel your order and issue a refund.

Please note: If you order has already been dispatched from our warehouse we will be unable to cancel you order. If you still wish to cancel your order once your items have been dispatched, please call our customers services team or email us at returns@sxy.co.uk to arrange a refund.

Do I have to register online to order products from SXY?

No, there’s no need for you to register online. If you are looking to make a one off purchase you are able to order products online and select the “checkout as a guest” option when checking out. Once your order has been processed there will be no account activated. Alternatively, you can call one of our customers services team on 0333 700 4470 and place your order over the telephone.

Will SXY name show up on my bank statement when payment has been taken?

Here at SXY we understand every customer’s discretion, therefore any payments taken from your credit or debit card will have a payment reference of “Blind Mice”. If you require any more confirmation regarding payments through SXY please call our customer services team on 0333 700 4470.

How can I unsubscribe to SXY newsletters?

If you no longer wish to receive our SXY newsletter’s, please visit an old newsletter from ourselves and scroll to the bottom of the newsletter. At the bottom of the email there will be an option to unsubscribe to any further newsletters. Please click and follow the link to complete this.

If this is not successful or you cannot access previous emails, please contact our customers services team on 0333 700 4470 or email us at sales@sxy.co.uk and one of our team can help you to unsubscribe.

I have forgotten my online log-in details

Don’t worry, there’s no need to set up a new account. Please visit our website on www.sxy.co.uk and follow the below instructions:

Click the account button (top right hand side of the screen)

Click the “Forgotten your password?” link and follow the instructions to recover your log on details.