FAQ
Welcome to the Tavellix FAQ page. Here you'll find answers to the most common questions about our products, delivery, returns, and customer support. If you can't find what you're looking for, our team is always happy to help.
1. How long does delivery take?
Our typical delivery timeframes are:
- Order handling: 1–3 business days (Monday–Friday, excluding public holidays)
- Shipping transit: 4–9 business days (Monday–Friday)
- Total estimated delivery time: 5–14 business days
Delivery times are estimates and may vary slightly due to carrier delays or unforeseen circumstances. For full details, please refer to our Shipping Policy.
2. Do you offer free shipping?
Yes. We offer free shipping on all orders within the UK, with no minimum spend required.
3. Where is Tavellix based?
Tavellix is an online-only store operated by CONVOC LTD. Our registered business address is: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
We currently serve customers within the United Kingdom.
4. What if my item arrives damaged or incorrect?
If your order arrives damaged or you've received the wrong item, please contact us within 48 hours of delivery at:
Include clear photos and/or a short video of the issue so we can resolve it as quickly as possible.
5. Can I cancel my order after placing it?
If your order has not yet been processed or dispatched, you may request a cancellation by contacting us as soon as possible. Once an order has been shipped, it can no longer be cancelled and will need to follow our standard return process.
6. What is your return policy?
You have 30 days from the date of delivery to return your order.
- Items must be unused and in their original condition with all original packaging included
- Customers are responsible for return shipping costs on change-of-mind returns
- Defective or incorrect items are returned at no cost to the customer
- All returns must be authorised before sending — please contact us first
- Returns sent without prior authorisation may not be accepted at our warehouse
Full details are available in our Return & Refund Policy.
7. When will I receive my refund?
After we receive and inspect your return:
- Approved refunds are processed within 7 business days
- Refunds are issued to the original payment method
- Your bank or payment provider may take additional time to reflect the amount
8. Do your products come with a warranty?
We stand behind the quality of everything we sell. If you experience a defect or fault, please get in touch and we will assist you in line with our Return & Refund Policy. This does not affect your statutory rights under UK consumer law. Products with manufacturing defects are covered in accordance with the Consumer Rights Act 2015.
9. How can I contact customer support?
You can reach our support team via:
📧 Email: support@tavellix.com
We aim to respond to all enquiries within 1–2 business days.
10. Do you ship internationally?
Not at this time. We currently only ship to customers within the United Kingdom.
11. Do you have a physical store?
No. Tavellix is an online-only store and does not operate a physical retail location.
12. Can I place a bulk or business order?
Yes. For bulk or business enquiries, please email us at support@tavellix.com with the details of your request and we'll get back to you.
13. How can I track my order?
Once your order has been dispatched, you'll receive a confirmation email containing your tracking number. You can use this to follow your parcel's progress on our Track Your Order page. Please allow 24–72 hours for tracking information to update.