Frequently Asked Questions

Promotional codes – when can I use a promotional code?

You can use a promotional code to purchase products online, so long as the total value of the items you are purchasing is equal to, or greater than the value of the promotional code. If the value of the items is less than the value of the promotional code, then we will be unable to process your order.

You can only use one promotional code at any one time.

How do I make a purchase?

Browse by brand or department, select items to add to your shopping bag, then simply enter your contact, delivery and billing details at the checkout. An order confirmation will be sent to the e-mail address you supply.

Which payment methods are accepted?

All major credit and debit cards (including prepaid cards) from Mastercard, Visa, Maestro and American Express. PayPal and Stripe are also accepted and valid for all currencies except CNY. We also accept Klarna.

Direct bank transfers are also accepted.

Can I claim VAT back on my purchase made online?

For orders to UK and EU addresses, UK VAT is applied, so they do not qualify for a VAT refund. Local taxes and duties are not applied to your order and must therefore be paid to couriers/customs on request.

Online shopping – Can I change my address on my order once I have placed it?

When an order is completed, you cannot change the delivery address and would need to cancel the order, then re-order using the correct address.

What packaging will my order be shipped in?

Most items will be delivered in a brown cardboard box. Oversized items are packed in clear polyurethane plastic wrapping.

Do I need to sign for my order?

During pandemic times, the safety of our customers is paramount, and we would not ask you to sign for items as proof of delivery.

When will my order be delivered and can I track my order?

Delivery times will depend on what item has been bought and your shipping choice. Generally, express orders arrive between 1 – 3 working days and standard deliveries arrive between 3 – 5 working days.

You may track your orders on the eBux website, under the ‘Track My Order’ page and enter the order number you will have received by e-mail, as well as the e-mail used at billing.

How do I return items?

To return an item, you may e-mail us at info@ebux.co.uk within 14 calendar days of receiving the item. We will authorize the return, once you have uploaded images to prove that the item is intact and in working order. Items must also be returned in the original packaging.

Following a return approval, you will receive a ‘returns label’ by e-mail, the cost of which will be deducted from the full refund amount.

Please note, in some instances, we are unable to offer refunds or exchanges. This includes personalized products and products that have had their protective seals removed or damaged. This does not affect your statutory rights.

For more information, please see our Shipping & Returns page.

How long does it take to get a refund?

When we have received your item, you will be refunded to your original payment method. If this is to a debit/credit card it will appear in your account within 7 days, depending on your card issuer.

Please see our Shipping & Refund page for more information.

Can I cancel my order before it is dispatched?

You can cancel your order at any time before it is dispatched, however you will incur a cancellation fee, if the item is either on ‘Pre-Order’ or has been commissioned for manufacturing. To cancel, you will need to sign into your account and view your order history. Please note that orders paid for using a promotional code, cannot be cancelled.

If your order has already been dispatched, you can return it to us within 14 calendar days of receipt, subject to your return being approved.

See our Shipping & Returns page for more information.

Do I need to open an account to place an order online?

No – you can use the guest checkout to complete your order. Having an account not only speeds up the order process, but you will also be able to see your order history, save your personal and payment details as well as edit your favourites items. We do not hold personal information and all information supplied is strictly confidential.

How do I check if items qualify for international delivery?

Most, but not all our products are available for international delivery.

To find products that can be shipped internationally, you can filter, select the ‘international delivery’ option and browse accordingly.

If you place items that cannot be shipped internationally in your basket and proceed to checkout, you will be notified of this. At which point, you may remove these products from your cart or save them for later. You will need to select of these options to be able to go through checkout.

How much will delivery cost?

UK delivery options include Express and Standard.

Express service costs £9.99 and is expected to arrive between 1-3 working days.

Standard service costs £4.99 and is expected to arrive between 3-5 working days.

International deliveries depend on what you have bought and which country you are buying from.

What happens if my delivery is late?

Tracking updates are available under our ‘Track My Order’ page. Delivery timing is approximate, as there can be some situations which may cause delays that are out of our control.

Our oversized items are currently experiencing delays due to the new COVID-19 regulation because of their height and width dimensions.

With this regulation in place, fulfilment times for large-format deliveries are rising. Shipping times have therefore slowed and are affecting orders weighing 25KG or more.

At present, our couriers are having to pass on the orders to their partners for indirect delivery.