Frequently Asked Questions

Need help?

We would like to give you the best buying experience possible.
Please see our frequently asked questions below:


Order Information

What is the status of my order?

You can login to your account at any time and check the status of your order. You will need your login and password.

If you checked-out your order as a guest you will receive an order confirmation email, followed by a shipping notification email when your order has left the warehouse.

Why has my order been cancelled?

Orders are normally only cancelled if the product is no longer available.

Please contact our Customer Service team for assistance by emailing:

nickyclarkecs@exertis.co.uk

What payment methods do you accept?
We accept Visa®, MasterCard®, Debit Cards with all payments being taken by secure payment gate Sagepay. We also offer payment via PayPal.
Does my Payment Card billing address have to match the billing address on my order?
Yes. For credit card verification the billing address on your credit card must match the billing address on your order. Please ensure you enter your billing address exactly as it appears on your credit card statement to avoid cancellation of your order.
Why is my payment card being rejected?

There are many possible reasons for a payment card not being accepted, the most common reasons are:

•          The card you are using has expired

•          You have reached or exceeded your credit limit

•          You have exceeded your daily charge limit

•          The card number, expiry date or security code have been entered incorrectly

•          The address you have entered does not match the address on record with your Bank

If, after you have checked that the above reasons are not applicable, your card payment is still being rejected, please contact your issuing bank for help. If your bank confirms there are no issues with the card you are using but you continue to experience issues, please contact our Customer Service for help by emailing: nickyclarkecs@exertis.co.uk  

When you contact Customer Service you may be asked for the details of any error messages you received while trying to place your order, as well as the reference number for the order seen in the shopping basket.

When will my credit card/PayPal account be charged?
For all purchases you will be charged at point of checkout
How will the charge show up on my credit card/PayPal account
The charge for your order will appear on your credit card or PayPal account as: Exertis (UK) Ltd
How do I get a copy of my receipt?
Your receipt will be emailed to you immediately after purchase. If you can’t locate it, please don’t forget to check your junk file within your email.
I have placed my order; can I change my delivery address?

Please note that it is not possible to change your delivery address after the order has been placed.

Our carrier will attempt to deliver your products from Monday to Friday during business hours. If delivery attempts are unsuccessful, the product will be returned to our warehouse and you will receive a full refund.


Shipping Information

How will I know when my order has shipped?

Once your order has shipped you will receive a shipping confirmation via SMS, this confirmation will contain your tracking number so you can track where your order is and what the estimated delivery date is.

Don’t forget you may login at any time and review your order status on the My-Account page.

Where do I find my tracking number?

Once your order has shipped you will receive a shipping confirmation via SMS, this confirmation will contain your tracking number so you can track where your order is and what the estimated delivery date is.

Don’t forget you may login at any time and review your order status on the My-Account page.

How long will it take for my order to ship?

Shipping times can vary by product.

For your latest & most up to date delivery status please monitor your order within your My-Account page.

Once your product has shipped, it is estimated at 1 - 3 business days for delivery.

My shipping date has been changed, where can I find more information?

When placing your order all shipping dates that have been provided are estimated. While we make every effort to ship products according to the timelines provided, occasionally shipping can be delayed.

For your latest & most up to date delivery status please monitor your order within your My-Account page.

Can I change my shipping address?
Unfortunately, we cannot change your shipping address after you submit your order. Once your order is submitted, your details are immediately sent to our warehouse and our system can no longer retrieve or change them.
Can I get a specific time for delivery?

Unfortunately we are unable to provide specific delivery times. Our carrier will attempt to deliver your products from Monday to Friday during business hours. If delivery attempts are unsuccessful, the product will be returned to our warehouse and you will receive a full refund.

Once your order has shipped you will receive a shipping confirmation via SMS, this confirmation will contain your tracking number so you can track where your order is and what the estimated delivery date is.

Do you ship to offshore territories??
Unfortunately, shipping is only available for UK Mainland

Technical and Warranty Support

I have a technical issue with my product, who do I contact?

Please call 0333 121 8100

I have a warranty question, who do I contact?

Please call 0333 121 8100

Can I get more information about why cookies are used on your site?

Returns and Cancellations

How do I end my contract?

Tell us you want to end the contract by doing the following:

(a) We operate a 30 day refund policy. If you are within the 30-day refund policy period and would like to request a refund, please contact Customer Service by email on: nickyclarkecs@exertis.co.uk

Please note, you will be required to provide the following details when requesting a refund:

Reason for return

Product(s) to be returned

Order Number

Quantity of items to be returned

Collection address

(b) If you are outside the 30-day refund policy period and the reason for your refund request is due to a technical or quality issue then please contact Technical Support.

Please call 0333 121 8100

How do I return my product after ending the contract?

If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us.

In order to arrange your return we will provide you with a return reference number known as an RMA .

Once you submit all the required information to Customer Service it can take up to 5 working days to arrange an RMA and send this number back to you.

At the same time as providing you with the RMA number we will send you details about your collection date and details for packaging and labelling the parcel.

Once the product has been collected it can take up to 2 working days to be returned to the warehouse.

How do I cancel my order?

If you would like to cancel your order prior to delivery or within 14 days of delivery please email: nickyclarkecs@exertis.co.uk stating your order number and request to cancel in the subject heading.

If your order has already been dispatched or delivered you will receive notification advising you that your order has been shipped.

Once your product is delivered, you will be contacted for the return to be arranged.

Please do not refuse delivery of your order as this may delay the return and subsequent refund of your order.


Privacy and Security

What is your privacy policy?

Still need help?

Contact Customer Service by email on nickyclarkecs@exertis.co.uk  

Contact Product Technical Support – Please call 0333 121 8100

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