FAQs

FAQs

1. What is your return and refund policy?

Under UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it for any reason. You may open and inspect the item during this period (just as you would in a shop).

We also offer an extended 30-day satisfaction guarantee. If you're not happy with your purchase, contact us within 30 days.

To start a return:

  1. Email support@gizmostop.co.uk with your order number
  2. We'll provide return instructions and a return address
  3. Send the item back within 14 days of notifying us

For full details, see our Return and Refund Policy.

2. What is your delivery time?

Our standard delivery time is 6–12 business days (2-3 days processing + 4-9 days transit).

In rare cases, delivery may take slightly longer due to customs processing or courier delays.

If your tracking has not updated for 10+ business days, please contact us at support@gizmostop.co.uk and we will investigate immediately.

3. Can I cancel my order after placing it?

Yes — you may cancel your order before it has been processed for dispatch.

Once your order has been shipped, it can no longer be cancelled and must follow the return process after delivery.

4. How do I return an item?

  1. Email support@gizmostop.co.uk with your order number
  2. Explain the issue and include photos or a short video if the item is faulty
  3. Our team will send you return instructions and a return address
  4. Once received and inspected, your refund or replacement will be processed

Please do not send items back without contacting us first. Items sent without a return authorization may not be accepted.

5. Who pays for return shipping?

Return shipping is normally the customer's responsibility.

If your item is confirmed faulty, damaged, or incorrect, we will cover the return shipping cost.

6. Do you offer exchanges?

Yes. Exchanges are available for different variations where stock allows. Exchange requests follow the same process as returns.

The fastest way to get the item you want is to:

  1. Return the original item for a refund
  2. Place a new order for the correct item

7. What happens if my order is marked as delivered but I haven't received it?

Once a parcel is marked as delivered by the courier, responsibility transfers to the customer. Please:

  • Check with neighbours or household members
  • Check your safe place or porch
  • Contact your local courier office

If you still cannot locate your parcel after checking these places, contact us at support@gizmostop.co.uk and we will assist where possible.

8. What items are not eligible for returns?

For hygiene and safety reasons, we cannot accept returns on certain items once opened:

  • Personal care items (once opened)
  • Items that make direct contact with skin (headphones, earbuds once used)
  • Custom or personalized products
  • Products damaged through misuse or wear and tear

If an item is non-returnable, it will be clearly stated on the product page.

Note: Your 14-day Consumer Contracts Regulations right to cancel still applies to all online purchases, except for the specific exemptions listed above.

9. When will I receive my refund?

Once your return is received and inspected, refunds are processed within 14 days as required by UK law.

The refund will be issued to your original payment method. Please allow an additional 5-10 business days for your bank to process the refund.

10. Where do your products ship from?

Our products ship directly from our international supplier network. This allows us to offer competitive prices and free shipping on all UK orders.

Estimated delivery time: 6–12 business days to UK addresses.

11. How can I track my order?

You will receive a tracking number via email once your order has been dispatched. You can track your order anytime using the Track Your Order link in our main menu.

12. How can I contact GizmoStop?

You can reach us at:

📧 Email: support@gizmostop.co.uk
📞 Phone: [YOUR PHONE NUMBER]

Customer Support Hours:
🕘 Monday to Friday — 9:00 AM to 5:00 PM (UK Time)
Saturday & Sunday — Closed

We aim to reply to all enquiries within 24 hours during business days.

Digital Scale Media Ltd (trading as GizmoStop)
20-22 Wenlock Road, London, N1 7GU
England, United Kingdom
Registered in England & Wales | Company No. 16173643