FAQ - Frequently Asked Questions

  • What payment methods do you accept?
  • Can I place an order without creating an account?
  • Do you sell gift vouchers?
  • Can I return or exchange an item?
  • Who do you use to make your deliveries?
  • Why am I seeing a duplicate payment on my account?
  • How do I register for book points and rewards
  • How do I return an item?
  • Where is my order confirmation?
  • How to I get voucher codes and latest deals?
  • My order has arrived but it’s not as I expected. What can I do?
  • Where is my refund?
  • How long does it take to return an item?
  • How do I opt out of marketing and newsletter emails?
  • Why has my order been canceled?
  • How do I cancel my order?
  • Can I alter my order?
  • When will my order arrive?
  • What countries do you ship to?
  • How much is shipping and do you offer express shipping option?
  • Can I track my order?
  • Can you send me a VAT invoice?
  • Can you deliver to the BFPO - British Forces Post Office?

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. 

Who do you use to make your deliveries?

Our main postal service partner is Royal Mail, we use Royal Mail tracked 48 and Royal Mail Tracked 24 services, we may also use the following couriers

DPD - For Express Shipping and for orders weighing more then 5kg
Yodel - For tracked standard deliveries
Hermes - For tracked standard deliveries
DX - For tracked express shipping

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@lowplex.co.uk just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

sometimes you may have mis spelt your email account and hence no mail confirmation has arrived.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via support@lowplex.co.uk, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Please note your ordere reference when contacting us.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

Orders that require shipping within the UK will be delivered within three to ten days, depending on your preferred shipping method. Shipping to countries outside of the UK. may take up to 14 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

What countries do you ship to?

Currently we are shipping to only a few EU countries, like Republic of Ireland and France

How much is shipping and do you offer express shipping option?

Yes we offer express shipping options.

Please see our latest rate card for all the shipping options.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Can you send me a VAT invoice?

All our orders are dispatched with a VAT invoice, please note that books are zero rated in the UK.

Can you deliver to the BFPO - British Forces Post Office?

Yes we can deliver to BFPO addresses - this is done via Royal mail using standard postal service.

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment through secured pages via shopify pay. We also accept payment by PayPal and if you purchasing thorugh your mobile the options for Apple Pay and Google Pay will be displayed. 

Why am I seeing a duplicate payment on my account?

In some cases if a payment has failed through shopify pay, the failed transactions might show up on your bank acocunt as a Pending transaction, please dont worry as this pending transaction will reverse automatically

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Returns

Can I return or exchange an item?

You can absolutely return your item to us, within 30 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging including any shrinkwrapped seals. Unfortunately, we don’t offer exchanges, its best you return the item and then re-purchase the correct one. Please see our refund policy for full details

How do I return an item?

Please see our return policy for full details on how to do this

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via support@lowplex.co.uk with the order referenceand details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all seals and shrink-wraps on the item.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

Misc

Do you sell gift vouchers?

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead for the value of £10, £15, £20, £25, £50 or £100.

How do I register for book points and rewards

In order to participate with the lowplex books points system, you will need to sign up for an account and you must login to start earning the book points. To register simply register and create an account.

How to I get voucher codes and latest deals?

Make sure to sign up for our Newsletter and Like our social media pages on facebook and instagram

How do I opt out of marketing and newsletter emails?

All of our newsletters and marketting emails will have an Unsubscribe button at the bottome of the email, You simply have to click this and you will no longer get marketting emails from us