Frequently Asked Questions
Duties & Taxes Information
If you're outside the UK, your country may impose import duties or taxes.
Please refer to your government's official documentation to get a better understanding of these costs.
Delivery Timeframes
Most orders if in stock, are usually dispatched the same day if ordered before 2 p.m. or on the next working day if ordered after.
Special order items may have a slightly longer processing time.
Multi-item orders are typically dispatched together.
Delivery Destinations
We offer worldwide delivery.
The only exception to this is if Royal Mail refuses to accept delivery of the item to your country.
In this instance a full refund will be issued and an explanation will be given.
Changing Delivery Address After Ordering
Once an order has been placed and processed, the delivery address cannot be changed. In such cases, you will need to get in contact.
Contact UsSignature Requirement for Delivery
In most instances, you will be required to sign for the delivery.
Parcel Tracking
If your selected shipping method includes tracking, you'll receive an email with all the necessary details to track your parcel.
Receiving the Wrong Goods
If you've received the incorrect items, please contact us as soon as possible.
Contact UsDamaged Order
In case your order arrives damaged, please get in touch with us immediately.
If possible please take photos of the parcel received and capture any details of damage.
Delivery When Not at Home
If you're not at home during delivery, the courier should leave a calling card with options for what to do next. Typically, they will attempt redelivery the next day unless specified otherwise.
Delivery Couriers
All items worldwide are sent via Royal Mail as either:
- 1st Class Signed For
or
- 1st Class
Payment Partners
We collaborate with PayPal, Stripe & Apple Pay to accept payments.
VAT Invoices
At this moment in time, Cinelux is not VAT registered so no VAT invoice can be provided currently.
Credit / Debit Card Charging
In successful transactions, all credit/debit cards are authorized and charged at the time of order placement.
PayPal Credit
Credit / Debit Card Transaction Security
Our website employs secure encryption and is PCI DSS (Payment Card Industry Data Security Standard) compliant, meeting the strict security standards of major banks.
We do not store your credit card details on our servers.
Accepted Currency
Our payments are received in GBP.
All other currencies are accepted but will be converted by your bank or Payment Gateway GBP before we receive them.
This currency conversion may incur a fee or mean that the price paid for the item fluctuates beyond what is advertised.
Declined Card Payment
If your card is declined, it could be due to various reasons, such as insufficient credit, bank authorization limits, or incorrect details.
Ensure that your information matches the card details accurately and that your billing address is correct.
Need Order Assistance?
If you require assistance with your order, please contact us.
Contact UsWhere is information about my order
Your order information will be sent to the email you entered while setting your account up and ordering.
If you can't find your order email, please get in contact.
Urgent Delivery Request?
Need your order ASAP? please get in contact.
Contact UsOrder Confirmation and Status
After placing your order, you will receive an automated confirmation email.
After this, you will receive an email providing details about your order and estimated delivery times.
International Orders
We gladly accept international orders and ship worldwide.
For payment, we accept PayPal, Stripe & Apple Pay.
Duties and Taxes Information
If you're outside the UK, your country may impose import duties or taxes.
Please refer to your government's official documentation to get a better understanding of these costs.
Canceling Your Order
If you wish to cancel a processing order, please contact us immediately. If you choose to cancel after the item has been shipped, fees may be incurred.
Contact UsReturning, Exchanging, or Requesting a Refund
If you're considering returning a product, exchanging it, or requesting a refund, please get in contact.
Contact UsWhat does the 30-day warranty cover?
If the goods you bought do not meet the criteria of being of satisfactory quality, fit for their intended purpose, or as described, you have the right to return them and receive a full refund within 30 days of purchase.
Contact UsAre your Products Vegan / Plant-based?
All products produced worldwide can have a impact on animals and animal welfare. I have made the best effort I can to make sure that the different parts of the manufacturing process are Ethical and Vegan / Plant-based when possible.
Here are the parts that definately are Vegan / Plant-based:
1) Thermal Sticky Labels (Including Glue)
2) Paper Packaging
3) Paper Tapes
4) UV Resin
5) Ink
The below should be Vegan / Plant-based, but I have been unable to 100% verfiy:
1) The glue used on the paper packaging is a synthetic, polypropylene based glue and should be Vegan / Plant-based
2) The glues used to stick the closed cell foam into the tin packaging is Juli JL6120 - environmentally friendly odorless glue. As far as i can find out it is synthetic and should be Vegan / Plant-based.
I will always be checking / keeping updated and making sure to always use Vegan / Plant-based products when possible.
Pre- Owned Equipment Packaging
Any Pre-Owned equipment sale will use the same Ecofriendly packaging along with Non-Ecofriendly bubblewrap / Air buble packaging. This is due to the amount of this type of packaging I receive with new and second hand product purchases.
So I have decided to reuse it when packaging any second-hand items, If you don't have a need for this type of packaging, it can be recycled at any plastic bag recycling bins found in most supermarkets.