Frequently Asked Questions
Find answers to common questions about ExtolMart UK
Ordering & Payment
How do I place an order?
Browse our products, add items to your cart, proceed to checkout, and complete payment. You'll receive a confirmation email immediately.
What payment methods do you accept?
We accept all major credit/debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay.
Is my payment secure?
Yes! We use industry-standard SSL encryption and PCI DSS compliance for all payment processing. Your card details are never stored on our servers.
Can I use promotional codes?
Yes! Enter your promotional code at checkout. Codes are subject to terms and cannot be combined with other offers.
Delivery
Where do you deliver?
We deliver to all postcodes across the United Kingdom, including mainland, Northern Ireland, and selected Scottish Isles.
How long does delivery take?
Standard delivery: 2-3 business days. Express delivery: 24 hours (available in selected areas). Times are estimates and not guaranteed.
What are delivery charges?
Delivery costs vary by postcode and order value. Free delivery is available on orders over £50 in most areas.
Can I track my order?
Yes! You'll receive tracking information via email and SMS. You can also track your order in your account dashboard.
What if my delivery is delayed?
We aim for timely delivery but cannot guarantee dates due to factors beyond our control. Contact us if your order is significantly delayed for assistance.
Products
Are all products authentic?
Absolutely! We source directly from trusted suppliers. All products are authentic and imported from India or UK-based distributors.
How do you ensure product freshness?
We maintain strict quality control, use temperature-controlled storage, and have rapid inventory turnover. Expiry dates are always checked before dispatch.
What if a product is damaged or expired?
Report damage or expiry within 48 hours of delivery with photos. We'll immediately send a replacement or process a refund.
Do you sell organic products?
Yes, we have a selection of certified organic products. Filter by "Organic" in the product search.
Returns & Refunds
What is your return policy?
You have 14 calendar days to return unopened products in original condition. Perishable items cannot be returned once opened.
How do I initiate a return?
Log into your account, go to Orders, select the order, and click "Request Return". Follow the instructions to arrange collection.
Who pays for return postage?
For faulty items, we provide a prepaid return label. For other returns, you cover the postage cost.
How long does a refund take?
Refunds are processed within 30 days of receiving your return. The funds return to your original payment method.
Account & Privacy
How do I create an account?
Visit the sign-up page, enter your email, create a password, and verify your email address. You're all set!
Is my personal data safe?
Yes! We're GDPR compliant and use advanced security measures. See our Privacy Policy for details on data protection.
Can I delete my account?
Yes, you can request account deletion anytime. Contact our support team with your request.
How do I unsubscribe from emails?
Click "Unsubscribe" at the bottom of any email, or update your preferences in your account settings.
Customer Support
What are your support hours?
Monday-Saturday: 9AM-8PM, Sunday: 10AM-6PM (GMT). Response times are typically under 2 hours.
How can I contact you?
Email: info.extolinternational@gmail.com | Phone: +44 7387 471900 | Live chat available on our website
Do you have a complaints procedure?
Yes. Contact us with details of your complaint. We aim to resolve all issues within 7 days.
Still have questions?
Our customer support team is ready to help. Get in touch with us!