Gift vouchers will be sent via email, no postage will be charged and no signature will be required. This is sent directly to you after your order has been placed.

We work very hard with our warehouse team to ensure our stock is correct. However, from time to time things go wrong and what we think we have in stock is not what we have on the shelf. If our inventory is incorrect when picking your order, we will normally ship out the items that we do have in stock and cancel the unavailable item(s). On some occasions we may contact you by phone to let you know that an item is out of stock and give you some options regarding an alternative or to cancel it off your order. We apologies in advance if this happens with your order.

We do our best to pack every order thoroughly and carefully, but on the odd occasion, parcels do arrive damaged. In these instances, please sign for the parcel as DAMAGED on the drivers machine and take clear photos of the parcel before you open it to inspect the contents. If you then find that the contents have been damaged or there are items missing, please call us within 5 working days so we can raise a claim with the courier company. We will require photographs in order to progress your claim. Although we may still be able to raise a claim after this time, it may be rejected by the courier company. If you sign for a damaged parcel without indicating that it is damaged, you are accepting delivery and we will not be liable for any goods that have been damaged or went missing during transit.

Firstly, ensure that your parcel was not damaged upon receipt. If it was, please follow the steps outlined above. Our warehouse team will often wrap your items within blankets and in-between cushions to ensure they are protected during transit, so please ensure that you open each and every parcel and remove everything from their boxes. If you discover that an item(s) is missing, email us ASAP to let us know or call our Customer Services team on +44 7928 963393. Our aim will be to get you your missing item(s) immediately. The only reason we would not be able to resend a missing item from your order is if the item(s) are out of stock or have been discontinued.

Our warehouse team will often wrap your items within blankets and in-between cushions to ensure they are protected during transit, so please ensure that you open each and every parcel and remove everything from their boxes. If you discover that an item(s) is missing, email us ASAP to let us know or call our Customer Services team on +44 7928 963393. Our aim will be to get you your missing item(s) immediately. The only reason we would not be able to resend a missing item from your order is if the item(s) are out of stock or have been discontinued. In some cases your order can be split into 2 separate orders, the reason for this is that part of the order is fulfilled by our warehouse and the other items are sent directly from the supplier. All items which are sent from the supplier are stated on the more details tab of the product. Please allow a few extra days for these items to arrive, if you have waited the estimated time frame and your parcel has not arrived please get in contact with us.

No you don’t. You can place an order as normal and checkout as a guest. However, if you create an account, you will find it much quicker to check out in the future. We don’t store your card information, but we will store all your addresses so that you will not need to fill them out each time you order with us.

We do our best to dispatch items in a timely fashion. From time to time, a delivery is delayed due to unforeseen reasons such as a delivery lorry breaking down or adverse weather. If you have a tracking number for your order, please go online to check for any updates direct from our couriers. You can find your tracking number in your dispatch email confirmation and track your items using the links below.

Royal Mail Tracking
DPD Tracking
Parcelforce Tracking
DHL Tracking

On the rare occasion some parcels go missing, usually the goods have just been misplaced by the courier or misrouted and will turn up within a couple of days. For all courier deliveries, an investigation will take 5 working days. If you have not received your order after you have received your dispatch confirmation email, please get in touch with us so we can raise this investigation. We need to allow the couriers’ time to deliver your order, so depending on your location and delivery method, please use the table above for estimated delivery times for each service.

Occasionally orders are returned to us as deliverable. An order could be returned for one of the following reasons.

If the address is incorrect, outdated or is rejected because it is a PO Box or pack station, the parcel will typically be returned to us by the carrier or the unintended recipient. We are unable to make address changes for parcels after they have left us. Please double-check the address carefully when placing your order. Should your parcel be returned to us, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.

Most of our carriers will make more than one attempt to deliver a parcel. If they find that they can’t successfully deliver your parcel, it may be returned to us or left at a local depot for you to arrange collection. If not collected, the parcel will be returned to us. Should this happen, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.

When ordering a gift to be sent directly to the recipient, please be sure that they are aware. A gift recipient who isn’t expecting a gift may refuse a parcel if they believe it’s being delivered to them by mistake. Should this happen, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.

International deliveries outside the UK may be subject to customs clearance. These charges can include import duty, handling fees, local taxes and other costs. Appex Plus is not responsible for these costs or for any delays caused by Customs or other government authorities. Failure to pay these charges will mean that your parcel will be returned to the UK. Please make sure that you understand what process and costs may apply for delivery to your country. Should this happen, your original shipping charges will be forfeited as well as any other associated return costs. If the cost of return is greater than the value of the order, then the whole cost of the order will be forfeited.