FAQs

Welcome to Our Support Hub
We want to ensure your shopping journey is as seamless as possible. Should you need any additional assistance beyond the information provided below, please reach out to our support staff.

How long will it take for my items to arrive?
Our logistics team typically requires one to two business days to prepare your items for dispatch. After your package leaves our facility, standard transit requires an additional 6-12 business days. You can anticipate the arrival of your purchase within a total of 7-14 business days. Every shipment is fully traceable, and we will send you a tracking link via email the moment your items are handed over to the courier.

Is shipping free of charge?
We are pleased to provide delivery at no extra cost for all purchases headed to the United Kingdom and Australia. Feel free to review our full shipping guidelines for further particulars.

Where is your business based and where do items ship from?
VEXFA operates out of London in the United Kingdom. To deliver your pieces efficiently, we utilise a network of global logistics partners and fulfilment centres, meaning your parcel may originate from a location different from our registered address. Currently, we cater exclusively to patrons in the UK and Australia, with plans to broaden our reach in the future.

What should I do if my product arrives damaged or defective?
Should your items arrive with any physical damage or defects, kindly reach out to info@vexfa.com within 48 hours of receiving your parcel. Please provide a short explanation along with clear visual evidence of the problem. Our team will swiftly assess the situation and organise either a direct replacement or a full reimbursement according to our policies.

Am I allowed to cancel an order after placing it?
You are entirely free to halt your purchase before it enters the shipping phase. Once the parcel is in transit, we cannot stop the delivery process, but you remain fully entitled to send the item back after it arrives by utilising our normal return procedure. Simply message info@vexfa.com to request help with this process.

How does your return policy work?
We provide a thirty-day window for you to evaluate your pieces. If the items do not meet your expectations, send us a message within thirty days of the delivery date, and our staff will assist you with sending them back. To qualify for a refund, the merchandise must be untouched, in pristine condition, and secured within its original packaging.

When will my refund show up after returning an item?
Following the arrival and careful inspection of your returned package, we will authorise your reimbursement without delay. The credited amount should reflect on your initial payment method within 5-7 business days, though exact timing relies heavily on your financial institution's processing speeds.

Are your fixtures covered by any guarantees?
Absolutely, every single item we sell comes with a 30-day guarantee of satisfaction. If the fixture does not meet your expectations, simply get in touch within a month of its arrival to initiate a return or exchange.

What is the best way to contact your support team?
You are welcome to send an email to info@vexfa.com or dial +447480820420 to speak with us. Our representatives aim to address all inquiries within 24 hours during standard operating days.

Do you deliver outside of your primary regions?
At this time, we provide complimentary transit strictly for customers residing in the United Kingdom and Australia. We are actively exploring ways to deliver our collections to additional territories moving forward.

Is there a physical showroom I can visit?
VEXFA functions strictly as an e-commerce platform, enabling us to avoid physical retail markups and pass those savings directly to you. Our goal is to replicate the curated atmosphere of a boutique design shop entirely through your digital screen.

Will these lights work with the wiring in my country?
All of our fixtures are expertly manufactured to align with the electrical requirements of your specific region. Pieces dispatched to the United Kingdom and Australia are equipped with the appropriate 220-240V wiring systems and matching plugs. We thoroughly inspect every unit prior to dispatch to guarantee it is fully operational upon arrival, though we strongly advise hiring a certified electrician for any hardwired installations.

Can I get advice on selecting the right piece for my home?
Our team loves helping you curate your environment. Simply send a message to info@vexfa.com outlining your specific needs or room dimensions, and our support team will reply with personalised recommendations to elevate your space.

How do I check the status of my shipment?
The moment your package leaves our facility, we will dispatch an email containing your unique tracking code. You can also monitor the exact whereabouts of your parcel by utilising the tracking portal built directly into our storefront.

Company and Contact Details
Our business is registered at 17 Oakleafe Gardens, Ilford, IG6 1LQ, United Kingdom. You can email us at info@vexfa.com or reach us by telephone at +447480820420. Our customer support team is available Monday through Friday from 9:00 AM to 5:00 PM (GMT) and Saturday through Sunday from 11:00 AM to 3:00 PM (GMT).
We make every effort to reply to all messages within 24 hours.