FAQs
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Do I need an account to place an order?
Do I need an account to place an order?
No. You can check out as a guest. Creating an account can make re-ordering and address saving quicker.
Can I change or cancel my order after placing it?
Can I change or cancel my order after placing it?
Contact us as soon as possible. If your order hasn’t been dispatched, we can usually cancel or update it. If it has already shipped, we’ll help arrange a free return once it arrives.
I entered the wrong address — what should I do?
I entered the wrong address — what should I do?
Get in touch immediately with your order number. If the parcel hasn’t been dispatched, we can update the details. If it’s already with the courier, changes may be limited.
What payment methods do you accept?
What payment methods do you accept?
Payment options are shown at checkout and are processed securely through Shopify and your chosen payment provider. We don’t store your full card details.
Where do you ship to?
Where do you ship to?
We ship to the UK and EU.
How much does shipping cost?
How much does shipping cost?
Free shipping on all UK and EU orders.
How long does delivery take?
How long does delivery take?
- Processing: 1–2 business days
- Delivery: typically 2–5 business days (UK & EU)
All orders ship with standard tracked delivery.
Will I receive tracking?
Will I receive tracking?
Yes. You’ll receive a dispatch confirmation email with tracking details (where provided by the courier).
Do you ship bulky or heavy items?
Do you ship bulky or heavy items?
Yes. Bulky items ship via trusted courier partners and may arrive in more than one parcel depending on size and handling requirements.
What is your return policy?
What is your return policy?
You have 30 days from delivery to return items. Returns are accepted even if used, as long as they’re in good, resellable condition (ideally with original packaging and accessories).
Do you charge for returns?
Do you charge for returns?
No. FYLVAX pays for return shipping on all returns, including change-of-mind.
How do I start a return?
How do I start a return?
Email support@fylvax.com with your order number and the item(s) you’d like to return. For damaged or faulty items, photos/videos help speed things up.
When will I get my refund?
When will I get my refund?
Once we receive and inspect the return, we issue a full refund to the original payment method. Your bank/payment provider may take additional time to show it on your account.
Where do I send my return?
Where do I send my return?
Please contact support first so we can confirm return instructions. Our return address is:
MERCURYFLOORING
Steenovenstraat 38
8790 Waregem
Belgium
Do your products come with a warranty?
Do your products come with a warranty?
Yes. Unless stated otherwise on the product page, FYLVAX products include a 2-year warranty covering manufacturing defects and relevant functional failures.
What isn’t covered by the warranty?
What isn’t covered by the warranty?
Normal wear and tear, misuse, incorrect installation, modifications, and unauthorised repairs.
How do I make a warranty claim?
How do I make a warranty claim?
Email support@fylvax.com with your order number, a description of the issue, and photos/videos if possible. We may repair, replace, or in some cases refund.
How quickly do you respond?
How quickly do you respond?
We aim to respond within 3 hours on business days.
How can I contact you?
How can I contact you?
- Email: support@fylvax.com
- Phone: +32 472 04 58 25
Support hours: Mon–Fri, 9:00–17:00 (UK time)
Do you offer product advice before I buy?
Do you offer product advice before I buy?
Yes. If you’re unsure about suitability, compatibility, or choosing the right option, contact us and we’ll help you pick the right kit.