Frequently Asked Questions

Last Updated: September 17, 2026

Welcome to our Frequently Asked Questions page.

Here you can find answers to common questions about ordering, payment, shipping, delivery, tracking, cancellations, returns, refunds, and customer support.

If you cannot find the answer you need, please contact us at support@sgxgs.shop.

1. How can I place an order?

You can place an order directly through our online store.

Simply:

1. Select the product you wish to purchase.
2. Choose the required product options, where applicable.
3. Add the product to your shopping cart.
4. Review your cart.
5. Proceed to checkout.
6. Enter your contact, billing, and delivery information.
7. Select one of the available payment methods.
8. Review your order details.
9. Submit your order.

After your order has been successfully placed, you should receive an order confirmation at the email address provided during checkout.

2. How do I know whether my order was successfully placed?

After successfully placing an order, you will normally receive an order confirmation by email.

The confirmation may contain:

• Your order number;
• Products ordered;
• Order total;
• Shipping information; and
• Other relevant order details.

If you do not receive a confirmation email, please check your spam or junk folder.

You may also contact us at:

Email: support@sgxgs.shop
Telephone: +44 26 4885 6481

Please provide the name and email address used during checkout.

3. Can I change my order after placing it?

If you need to change your order, please contact us as soon as possible.

We will make reasonable efforts to assist you if the order has not yet entered fulfilment or been dispatched.

Once an order has been processed or shipped, we may no longer be able to change:

• Products;
• Product quantities;
• Delivery address; or
• Other order information.

Contact us at support@sgxgs.shop as soon as you notice an error.

4. Can I cancel my order?

If you wish to cancel your order, please contact us as soon as possible:

Email: support@sgxgs.shop
Telephone: +44 26 4885 6481

If the order has not yet entered fulfilment or been dispatched, we will make reasonable efforts to cancel it.

Once an order has already been dispatched, ordinary cancellation may no longer be possible through our order-processing system.

Any statutory cancellation or withdrawal rights available under applicable consumer law remain unaffected.

Please review our Return and Refund Policy for further information.

5. What payment methods do you accept?

The payment methods currently available for your order will be displayed during checkout.

Available payment methods may vary depending on:

• Customer location;
• Delivery country;
• Currency;
• Order value; and
• Payment provider availability.

If a payment method is not displayed during checkout, it is not currently available for that transaction.

Please review our Payment Policy for additional information.

6. Is my payment information secure?

We use reasonable measures designed to provide a secure checkout experience.

Our online store may use Shopify and independent payment providers to process transactions.

Depending on your selected payment method, sensitive payment information may be processed directly by the relevant payment provider rather than being stored directly by us.

We will never ask you to send your payment password, online banking password, or PIN by ordinary email.

7. Why was my payment declined?

Payments may be declined for several reasons, including:

• Incorrect payment information;
• Insufficient funds;
• Bank restrictions;
• Payment provider restrictions;
• Security verification;
• Transaction limits;
• Fraud-prevention checks; or
• Technical issues.

If your payment is declined, please check the information you entered or contact your bank or payment provider.

You may also select another available payment method during checkout where available.

8. How long does it take to process my order?

Orders are generally processed within 1–2 business days after successful order confirmation.

Business days generally exclude Saturdays, Sundays, and public holidays.

Orders placed during weekends or public holidays will normally begin processing on the next business day.

Processing times may occasionally be longer during high-volume periods or public holidays.

9. How long does delivery take?

After your order has been dispatched, estimated delivery normally takes approximately:

5–7 business days

Please note that this is separate from our usual 1–2 business day processing period.

Therefore, the typical overall timeframe from order confirmation to delivery is approximately 6–9 business days.

Delivery times are estimates and may vary depending on destination, carrier operations, customs, public holidays, weather, or other circumstances affecting transportation.

10. How can I track my order?

Where tracking is available, you will normally receive a tracking number or tracking link after your order has been dispatched.

You can use this information to check your shipment status.

Please note that tracking information may take approximately 24–48 hours after dispatch to become active in the carrier's system.

If your tracking information has not updated for an extended period, please contact us.

11. Why has my tracking information not updated?

Tracking information does not always update in real time.

Possible reasons include:

• The parcel has recently been dispatched;
• The carrier has not completed its first scan;
• The parcel is moving between logistics facilities;
• Customs processing;
• Weekend or public holiday delays; or
• Temporary carrier system delays.

Please allow approximately 24–48 hours after dispatch for tracking information to become active.

If there is still no meaningful update after an extended period, contact us at support@sgxgs.shop.

12. What should I do if my order is delayed?

First, please check your tracking information for the latest carrier update.

If the estimated delivery period has passed and there has been no meaningful tracking update, contact us with:

• Your full name;
• Order number;
• Email address used for the order; and
• Tracking number, where available.

We will review the available shipping information and assist you where appropriate.

13. What should I do if my parcel appears to be lost?

If your tracking indicates delivery but you cannot locate the parcel, please first:

• Check around the delivery location;
• Ask household members;
• Check reception or designated delivery areas;
• Review any carrier delivery notice; and
• Contact the carrier where appropriate.

If the parcel still cannot be located, contact us at support@sgxgs.shop.

If the shipment is confirmed as lost, we will provide an appropriate solution in accordance with applicable consumer law and our policies.

14. What should I do if my product arrives damaged?

Please contact us promptly if your product arrives damaged.

Send us:

• Your order number;
• A description of the problem;
• Photographs of the damaged product;
• Photographs of the outer packaging;
• A photograph of the shipping label; and
• A video showing the issue where relevant.

Please keep the product and original packaging while we review your request.

Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, refund, or another solution.

15. What should I do if I receive the wrong product?

If you receive a product different from the one you ordered, please contact us promptly.

Please provide:

• Your order number;
• A photograph of the product received;
• A photograph of the packaging;
• A photograph of the shipping label; and
• A brief description of the issue.

We will review the matter and provide the appropriate instructions.

16. What should I do if something is missing from my order?

If an item, component, or accessory is missing, please contact us.

Please provide your order number together with photographs of:

• The products received;
• The package contents;
• The outer packaging; and
• The shipping label.

We will review the issue and provide an appropriate solution.

17. Do you accept returns?

Yes.

Under our voluntary return policy, eligible products may generally be returned within 30 days, subject to the conditions described in our Return and Refund Policy.

The product should generally be:

• In an eligible condition;
• Complete;
• Returned with relevant accessories;
• Accompanied by proof of purchase; and
• Returned according to the instructions provided by our customer support team.

Certain products may be excluded from voluntary returns for hygiene, safety, customization, or other legitimate reasons.

Mandatory statutory consumer rights remain unaffected.

18. How do I request a return?

Before sending a product back, please contact us:

Email: support@sgxgs.shop
Telephone: +44 26 4885 6481

Please provide:

• Your order number;
• Product you wish to return;
• Reason for the return; and
• Photographs or other evidence where relevant.

We will review your request and provide the applicable return instructions.

Please do not return a product without first contacting us.

19. Where should I send my return?

Please contact us before shipping a return.

We will provide the applicable return instructions after reviewing your request.

Unless we specifically confirm otherwise, customers should not assume that the company's registered office is automatically the operational return warehouse for every order.

This helps ensure that your return is sent to the correct location and can be identified and processed properly.

20. Who pays the return shipping cost?

Return shipping responsibility depends on the reason for the return and applicable consumer law.

For an eligible voluntary change-of-mind return, the customer may generally be responsible for return shipping costs.

If the product is:

• Defective;
• Damaged;
• Incorrect; or
• Otherwise not in conformity with the purchase contract,

return shipping costs will be handled according to applicable consumer law and our Return and Refund Policy.

21. When will I receive my refund?

Once an eligible return has been received and inspected, we will notify you of the outcome.

If the refund is approved, we will process it according to our Return and Refund Policy.

For prepaid orders, approved refunds are generally returned using the original payment method where technically and legally possible.

After a refund is processed, your bank or payment provider may require additional time before the funds appear in your account.

These external processing times are outside our direct control.

22. Can I exchange a product?

If you would like to exchange a product, please contact us at support@sgxgs.shop.

Exchange availability may depend on:

• Product availability;
• Condition of the returned product;
• Reason for the exchange; and
• Applicable consumer rights.

Where a direct exchange is unavailable, we may provide another appropriate option.

23. Do I have a statutory right to withdraw from my purchase?

Depending on the consumer protection law applicable to your purchase, eligible consumers may have a statutory right to withdraw from certain distance contracts within a specified period without giving a reason.

Where such a right applies, it exists independently of our voluntary return policy.

Please review our Return and Refund Policy for the applicable procedures and conditions.

Nothing in our FAQ or commercial policies is intended to reduce mandatory consumer rights.

24. Can I refuse a parcel instead of requesting a return?

We recommend contacting us before refusing delivery.

Simply refusing a parcel or failing to collect it does not necessarily constitute a valid cancellation or exercise of a statutory withdrawal right.

If you want to cancel or return an order, contact us so that we can provide the appropriate procedure.

25. Can I change my delivery address?

If your order has not yet been processed or dispatched, we may be able to update the delivery address.

Please contact us immediately at:

support@sgxgs.shop

Once the parcel has been shipped, we cannot guarantee that the address can be changed.

Customers are responsible for checking their delivery information carefully before submitting an order.

26. What happens if I enter the wrong address?

An incorrect or incomplete address may cause:

• Delivery delays;
• Failed delivery;
• Carrier holds;
• Return to sender; or
• Additional delivery costs.

If you notice an error, contact us as soon as possible.

Reasonable additional costs resulting directly from incorrect information supplied by the customer may be the customer's responsibility where permitted by applicable law.

27. Will I have to pay customs duties or import taxes?

International orders may be subject to:

• VAT;
• Customs duties;
• Import taxes;
• Customs clearance charges; or
• Other government-imposed fees.

Whether these charges apply depends on the destination and applicable law.

Where taxes or charges are collected during checkout, they will normally be displayed where reasonably possible.

Additional charges imposed independently by customs or other government authorities may be the customer's responsibility unless otherwise stated or required by law.

28. Why did my order arrive in more than one parcel?

Orders containing multiple products may sometimes be shipped separately.

This can happen because:

• Products are dispatched separately;
• Different logistics facilities are used;
• Parcel size restrictions apply; or
• Different carriers handle different products.

Separate parcels may have different tracking numbers and may arrive on different dates.

29. How is my personal information used?

We collect and process personal information where necessary to:

• Process orders;
• Complete payments;
• Arrange delivery;
• Provide customer support;
• Handle returns and refunds;
• Prevent fraud;
• Maintain our Services; and
• Comply with applicable legal obligations.

Please review our Privacy Policy for complete information about how personal information is collected, used, shared, retained, and protected.

30. How can I contact customer support?

For questions regarding products, orders, payments, shipping, tracking, returns, refunds, or other customer service matters, please contact:

Email: support@sgxgs.shop
Telephone: +44 26 4885 6481

For order-related enquiries, please include your order number and the email address used during checkout.

31. What are your company details?

Our online store is operated by:

FAN ART LTD

Company Number: 16777636

Registered Address:
105 Broad Oak Road
Canterbury
England
CT2 7PT
United Kingdom

Email: support@sgxgs.shop
Telephone: +44 26 4885 6481

32. Where can I find your store policies?

Our website provides separate policies covering important aspects of your purchase, including:

• Return and Refund Policy;
• Privacy Policy;
• Terms of Service;
• Shipping and Delivery Policy;
• Payment Policy;
• Contact Information; and
• Legal Notice.

Please review the relevant policy before placing an order if you require more detailed information.

If you still have questions, contact us at support@sgxgs.shop.