Customer service
FAQ
Answers to the questions we hear most.
Quick answers about ordering, delivery and returns. Can’t find what you need? Contact us and we’ll answer by email.
Orders & payment
How can I pay?
You pay securely at checkout with the payment methods shown there, such as credit and debit cards. Payments are processed by Stripe; we never see or store your card details.
Do prices include VAT?
Yes. All prices include UK VAT. Delivery costs are shown in your basket before you pay.
Do I need an account to order?
No. You can check out as a guest. With an account you can see your orders and download invoices at any time.
Will I get an invoice?
Yes. Your invoice (PDF) is attached to the email confirming your order, and you can also download it under My account if you have an account.
Can I change or cancel my order?
Email us as soon as possible at contact@fxneurope.eu with your order number. If your order has already shipped, you can still withdraw from it within 14 days of receiving it.
Delivery
Where do you deliver?
We deliver to addresses across the United Kingdom. We can’t deliver to PO boxes or BFPO addresses.
How much is delivery?
£2.99, or free on orders of £30 or more. See shipping & delivery.
How long does delivery take?
Usually 5–9 working days. Orders are sent from UK warehouses by Royal Mail Tracked or by courier. From October to December, please allow a little longer.
Why did my order arrive in two parcels?
Some products are sent from different warehouses, so they can arrive separately. You only pay delivery once.
How can I track my order?
You receive a tracking link by email when your order ships. You can also check the status on our order tracking page.
Returns & refunds
Can I return something?
Yes. You have 14 days from receiving your order to withdraw without giving a reason. Use our withdrawal form and we will tell you where to send the items.
Who pays for the return?
If you simply change your mind, the cost of sending the items back is yours. If an item is faulty or wrong, returning it costs you nothing.
When do I get my money back?
Within 14 days of receiving your withdrawal, to the payment method you used. We may wait until the items arrive or you send proof of postage.
Something arrived damaged. What now?
Email us with your order number and a photo. Every product is covered by the 2-year EU legal guarantee, and we will arrange a repair, replacement or refund.