FAQ

Below are questions we frequently receive about shipping, delivery, and returns. If your question cannot be answered below, please contact us at info@singulex.uk.

General Questions

How can I contact Singulex?

You can leave a message +44-745-819-77-13 or send an email at info@singulex.uk. We respond to all customer requests within 24 hours on business days.

How can I get a discount?

You can view our best offers on the main page of https://singulex.uk. We offer a range of seasonal promotions throughout the year. If you have a promo code, just enter it at checkout to get a discount on your purchase.

What is your Return and Refund policy?

We accept returns of unused items within 30 days of delivery. If you wish to go further and return all or part of your order, please visit our Return & Refund Policy here and then contact us at info@singulex.uk with your order number. The cases of buyer’s remorse returns, such as an item that didn’t fit, didn’t like the colour/quality, was ordered by mistake, bought somewhere else, etc., will be handled separately.

Payment Questions

What payment methods do you accept?

We accept Visa, Mastercard, and payment via PayPal on our webshop through a secure checkout. 

How do I make the payment?

Please select the items you want to purchase and add them to the shopping cart. Check the content of your shopping cart before proceeding to the next step. Fill out the required fields with the information that will allow us to deliver your order to you. Choose the payment method, enter the payment details and confirm the purchase. You will receive an automated email confirming your order and containing the essential information about it. Please keep this email for future reference until you receive your package.

Why was my payment declined?

Payments can be declined for various reasons (not enough funds available on the card, the card is expired, the billing address is incorrect, etc.). If you feel as though your card was declined in error, please try an alternate method and place another order through our website. Ensure that the billing and shipping address is correct. If you continue to have difficulties, please send screenshots of the error you are receiving to info@singulex.uk so we can help!

Order Questions

How do I find my order?

When you place your order with us, you will receive a confirmation email. You will receive a second email with the tracking number when your order has shipped. If for any reason you don’t receive this, please email us at info@singulex.uk, and we’ll assist you right away.

Why didn’t I get a confirmation email?

Make sure you check your Spam, Junk, or Promotions folder just in case the email got delivered there instead of your inbox.

Suppose your email account has an automatic spam filter that hides emails sent from any retail website to further ensure our confirmation emails get to you. In that case, you can add the address “info@singulex.uk” to your safe sender’s list to ensure your confirmation does not get sent to one of these folders.

If you have checked these folders and it is still missing, please contact us, and we will be happy to help.

How do I change or cancel my order?

We process our orders very quickly and, unfortunately, cannot typically make changes after an order has been placed for more than 24 hours. If you notice the mistake straight away, though, please send us an email at info@singulex.uk to see if a modification can be made.

How can I change the delivery address for my order?

Shipping labels are generated according to the client’s submitted shipping information. If you have submitted an incorrect address, please email info@singulex.uk immediately with your order number and the correct address. If the order has already been processed by our warehouse, it is the client’s responsibility to contact the carrier for any address changes.

How long does it take to process the order?

Your order will be processed and dispatched within 2-3 business days.

Do you offer exchanges?

Unfortunately, we don’t offer exchanges at this point. We only replace the item(s) if they are defective or damaged. If you’d like to exchange something for a different colour or size, we treat it like a return. If something didn’t work out, please email info@singulex.uk for additional assistance.

Can I return my order after 30 days?

Unfortunately, company policy clearly states that all returns must be made within a 30-day window after receiving your item. For more insight, you can read our full Return and Refund Policy on our website here.

Shipping Questions

How long does the shipping take?

It typically takes 2-3 business days to process your order and about 5-7 days to arrive at your destination. Please, refer to our Shipping Policy for more details.

How can I track my parcel?

When your order is dispatched, we’ll send you an email with your tracking details so you can follow its journey. Please note that it takes up to 48 hours for the first scan to appear. If, for any reason, you don’t receive this, please email us at info@singulex.uk, and we’ll update you on your order’s progress.

Why is my order delayed?

Please note that we cannot guarantee the exact shipping times as we cannot predict service disruptions. Delivery times may vary during exceptionally busy periods or if orders are subjected to delays or force majeure. We can’t prevent this, but we can discuss ways to meet your immediate needs. If it happens to your order, please contact us for a solution. We ask for your co-operation in these rare cases.

Why is my order returned to the sender?

The carrier will mark a package as “Return to Sender” when it can not be delivered to the recipient and is en route back to the sender. This most often happens due to an incorrect or incomplete delivery address but could also be caused by damage during transit or the recipient declining the package. If you find that your tracking link states that your order is being returned to the sender, please email us at info@singulex.uk and let us know so we can properly look into the issue.

Note: The refused packages — and those that are not received due to negligence on the part of the recipient (incorrect or incomplete address, failure to collect the parcel, etc.) — are not refunded.

By accessing, purchasing from, or using any part of the singulex.uk website, you agree to all information laid out on this FAQ page, as well as our policies.