FAQ
Before reaching out, we recommend checking our FAQs for answers to common questions. If you still need assistance, feel free to email us at contact@norteqcl.co.uk.
Frequently Asked Questions
Q. What is the delivery timeframe for my order?
A. We typically process orders within 2-4 business days, excluding Sundays. Weekend orders are processed the following Monday. You'll receive a shipping confirmation email with a tracking number as soon as your order leaves our warehouse.
Delivery within the UK usually takes 4-7 business days.
Please note that delivery times may be longer than usual during peak seasons and public holidays.
Q. Has my order been dispatched yet?
A. We aim to ship orders within 2-4 business days. A confirmation email containing tracking information will be sent to you once your order has been dispatched.
If you haven’t received this email, check your SPAM/Junk folder. Still can’t find it? Contact us at contact@norteqcl.co.uk, and we’ll assist you.
Q. My item arrived damaged. What can I do?
A. Please email photos of the damaged product to contact@norteqcl.co.uk. While we ensure products are securely packed, we are not responsible for damage to external packaging during transit.
Q. I ordered multiple items but only received one. Why?
A. Your order may arrive in multiple shipments as items are stocked in various warehouses. If you don't receive your complete order at once, please be assured that the remaining items are en route.
Q. Can I cancel or change my order?
A. If your order hasn’t been processed or shipped, we can accommodate cancellations or changes. Contact us at contact@norteqcl.co.uk as soon as possible.
Once your order has been shipped, we're unable to make any changes or cancellations. However, we gladly accept returns after you receive your order.
Q. My order hasn’t arrived. What should I do?
A. If your order hasn’t arrived within 4 weeks of dispatch, contact us at contact@norteqcl.co.uk, and we’ll investigate. Rest assured, we offer a Money-Back Guarantee or can resend your order if necessary.
Q. I entered the wrong address for my order. Can I fix it?
A. If your order hasn’t been shipped or processed, we can update your address. Contact us immediately at contact@norteqcl.co.uk. Unfortunately, we cannot make changes once the order has been shipped.
Q. Why didn’t I receive a confirmation email?
A. It's possible our email ended up in your spam or junk folder. If you're still unable to locate it, please contact us and we'll be happy to resend it.
Q. I don’t have a tracking number. What should I do?
A. Your tracking details are included in your dispatch email. If it’s missing, or you need help, email us at contact@norteqcl.co.uk. Note that tracking information may take 1–3 days to update in the system.
Q. What payment methods do you accept?
A. We accept payments via PayPal and all major credit and debit cards, processed securely through Stripe on the Shopify platform.
For any further inquiries, please don't hesitate to contact us:
Contact Information
Business name: Luxzilla LTD
Company number: 12770172
DBA: Norteqcl
Contact Form: here
Phone: +44 7519 358032
Email: contact@norteqcl.co.uk
Address: 163 Horn Lane, London, England, W3 6PH
Customer Service Hours: 09:00 AM to 06:00 PM GMT (Monday to Saturday)