FAQs

Frequently Asked Questions

Orders & Payments

Which payment methods do you accept?

We accept all major debit and credit cards securely through Shopify Payments, including Visa, Mastercard, American Express and supported local payment options depending on your region.

We also accept PayPal, offering flexible and secure checkout worldwide.

Can I pay in my local currency?

Yes. You can pay in GBP, EUR or USD. Our system automatically displays prices in the most relevant currency for your region. You may also switch currencies manually on the website.

Your payment will still be safely processed through Shopify Payments or PayPal.

Is checkout secure?

Absolutely. All payments are encrypted end-to-end. Shopify Payments and PayPal include advanced fraud protection, encryption, and 3-D Secure authentication where required.

We never store full card details on our servers.

Do I need to convert currency myself?

No. Prices are shown in GBP, EUR or USD. Any necessary conversion will be handled automatically by your bank or PayPal.

Can I change or cancel my order?

If your order has not been dispatched yet, please email us at support@thetinylux.com with “Cancel/Change – Order #” in the subject. Once dispatched, changes are no longer guaranteed.

Can I request a company VAT invoice?

Yes. Simply reply to your order confirmation or contact us with your business details and we will issue a VAT/tax invoice where applicable.

Shipping & Delivery

Where do you ship from and which couriers do you use?

All orders are dispatched from our international fulfilment centre in Turkey using FedEx, UPS or DHL. Every shipment includes full tracking and insurance.

Do I pay customs duties at delivery?

For the UK, EU and USA, we aim to ship on a Delivered Duty Paid (DDP) basis whenever available – meaning you should not pay duties or taxes at the door.

For other destinations, if DDP is not available, we will inform you before dispatch.

How long does delivery take?

Estimated delivery times:

UK & Europe: 7–15 business days
USA & worldwide: 10–20 business days

Tracking details will be emailed once your order has been dispatched. Customs checks, holidays or courier delays may occasionally extend delivery times.

Can you deliver to PO Boxes?

Usually no. Please provide a full physical address and a reachable phone number.

What happens if I am not home at delivery?

Couriers typically attempt delivery at least twice. In many cases, they may contact you to reschedule or leave your parcel at a local collection point.

Returns & Refunds

What is your returns policy?

You have 30 calendar days from the delivery date to return items (change-of-mind returns).

For change-of-mind returns, you are responsible for return shipping costs. We will refund the item value and the cheapest standard outbound shipping cost shown at checkout.

Can I return an opened item?

We cannot accept returns of opened personal-care electronics (e.g., toothbrushes, shavers), consumables, intimate/sanitary items, hazardous goods or digital products unless faulty.

Most other items can be returned if unused and in original packaging.

Where do I send my return?

Returns must be sent to our international returns facility in Turkey. The address will be provided on your RMA (Return Merchandise Authorisation).

Please do not send returns to any UK or EU address unless instructed.

What if an item is faulty, damaged or incorrect?

Please contact us immediately with photos and your order number. We will issue an RMA and cover the return shipping cost for faulty, damaged or incorrect items.

When will I receive my refund?

Refunds are issued within 14 days of receiving your returned item or proof of return (whichever is sooner). Your bank may take 5–10 business days to display the refund.

What happens if my parcel is refused or uncollected?

If a parcel is returned due to refusal, incorrect address or failure to collect, we will refund the item price minus any non-recoverable outbound shipping, handling or duties.