Frequently Asked Questions
Account and Login
Q: Do I need an account to place an order?
A: No, you can checkout as a guest. However, creating an account allows you to save your information for future purchases and track your orders.
Q: I forgot my password. What do I do?
A: Click on the 'Forgot Password' link on the login page and follow the instructions to reset your password.
Orders & Payment
Q: How do I place an order?
A: Simply add the items you want to purchase to your cart and proceed to checkout. You can pay using a variety of methods including credit cards and PayPal.
What payment methods do you accept?
We accept major credit cards and other payment methods displayed at checkout. Payment must be received before order processing.
Can I cancel or change my order?
Contact us immediately at sales@digitalgenie.store if you need to make changes. We'll do our best to accommodate requests, but changes may not be possible once processing begins.
Processing Times
How long does it take to process my order?
Orders are processed within 1-2 business days. You will receive a confirmation email once your order is placed, and a tracking number will be provided once your order ships.
What happens after my order is processed?
Once processed, your order is sent to our trusted international fulfilment partners who handle packaging and shipping. You'll receive tracking details via email once your order ships.
Do weekends and holidays affect processing times?
Yes, business days exclude weekends and public holidays. Orders placed on Friday evening may not be processed until the following Monday.
Can I expedite my order processing?
Please contact us at sales@digitalgenie.store as soon as possible after placing your order. We'll do our best to prioritise your order, though we cannot guarantee expedited processing during peak periods.
When will I receive my tracking information?
Tracking information is provided for all shipments. You'll receive tracking details via email within 1-2 business days after your order is processed and shipped.
What if there's a delay in processing my order?
If there are any unexpected delays, we'll contact you via email to keep you informed. You can also reach out to us at sales@digitalgenie.store for updates on your order status.
How do I know my order has been processed?
You'll receive an email confirmation when your order is placed, and another email with tracking information once your order has been processed and shipped to you.
Shipping and Delivery
Do you offer free delivery?
Yes, we offer free express shipping worldwide on all orders.
Q: What are your shipping options?
A: We offer free express shipping (7-15 business days) to all destinations worldwide.
Q: Do you ship internationally?
A: Yes, we ship to most countries worldwide with free express shipping taking 7-15 business days.
Will I be charged customs duties?
International shipments may be subject to customs duties and taxes, which are the responsibility of the recipient. We cannot predict or control these fees.
Lost or Delayed Packages
What if my package is lost?
If tracking shows no movement for 30+ consecutive days, we will provide a full refund. Contact us immediately if you receive an invalid tracking number.
My package hasn't arrived, what should I do?
Contact us at sales@digitalgenie.store with your order number and tracking information. We work closely with our carriers to resolve delivery issues quickly.
Returns & Refunds
What is your return policy?
UK customers have a 14-day cooling-off period to return items without reason. For all customers, we accept returns within 7 days of delivery for change of mind returns. Items must be unused and in original condition.
How do I return an item?
Email us at sales@digitalgenie.store with your order number and reason for return. Wait for our return authorisation before shipping items back using a trackable courier service.
Who pays for return shipping?
FREE return shipping for orders over Β£25. Β£5-20 return shipping cost for orders under Β£25. We cover all costs for damaged, defective, or incorrect items.
How long do refunds take?
Refunds are processed within 5-10 business days after we receive and inspect the returned item. Refunds are issued to your original payment method.
Products & Quality
Where do your products come from?
Our products are sourced and fulfilled by trusted international third-party partners. We oversee quality standards while physical fulfilment and shipping are handled by our fulfilment partners.
What if I receive a damaged or defective item?
Contact us within 7 days of delivery with clear photos showing the issue. Include your order number and detailed description. We'll arrange a replacement or full refund at no cost to you.
Business Hours & Customer Service
What are your business hours?
We respond to all emails within 24 hours. Our customer service team operates Monday to Friday during UK business hours (9:00 AM - 5:00 PM GMT). For urgent enquiries, please email support@digitalgenie.store
Are you available on weekends?
While our customer service team doesn't work weekends, you can still place orders 24/7 through our website. Any emails sent over the weekend will be responded to on the next business day (Monday).
Do you process orders on weekends and holidays?
Orders are processed within 1-2 business days, excluding weekends and UK public holidays. Orders placed on Friday evening or weekends will be processed starting Monday.
What time zone do you operate in?
We operate in UK time (GMT/BST). All processing times and customer service hours are based on UK time zones.
Do you have holiday closures?
Yes, we observe all UK bank holidays. During these times, order processing and customer service responses may be delayed by one additional business day.
Can I get same-day customer service?
We aim to respond to all emails within 24 hours during business days. For the fastest response, email us Monday-Friday during UK business hours.
What if I have an urgent issue outside business hours?
Email sales@digitalgenie.store with "URGENT" in the subject line. While we can't guarantee immediate responses outside business hours, we'll prioritise your enquiry first thing the next business day.