Frequently Asked Questions

Everything below is designed to give you clear, straightforward answers about shopping with Lindx. It reflects our Shipping Policy, Refund & Return Policy and Terms of Service.

If you cannot find what you are looking for, please email us. We are a small team and we are always happy to help.

About Lindx

Who is behind Lindx?

Lindx is a trading name of Voce Lindx Ltd, a private limited company registered in England & Wales since 2022, Company No. 14321565. You can verify us on the Companies House public register.

We believe shopping should feel personal, inclusive and straightforward — and that everyone should be able to find products that feel like them.

Do you have a physical shop?

No. Lindx is an online-only store.

The address shown on our Contact page is our registered office address. It is not a retail shop and is not open to the public.

How do I contact you?

You can email us at vocelindx@gmail.com. We answer within 1–2 business days, Monday to Friday, 8am–5pm (GMT/BST). If your question is about an order, include your order number and we will get to it faster.

Our products

Are Lindx products made to order?

Most of our products are made to order.

Our clothing, drinkware, bags, cushions and accessories are generally produced after you place your order. This means we do not need to hold large amounts of finished stock.

Our engraved watches and keepsakes are engraved after you place your order.

Our crystals and wellbeing products are different: these are held in existing stock and dispatched from our UK supplier.

The product page will tell you if a particular item follows a different fulfilment process.

What is the difference between “made to order” and “personalised”?

This is an important distinction.

Made to order (print-on-demand) means we produce the item after you order, but you have selected from our existing designs and standard sizes and colours.

Personalised means you added something of your own — your text, a name, handwriting, a photo or artwork, or an engraving.

Personalised products are generally excluded from the statutory 14-day cancellation right that applies to most online purchases, because they are made to your specifications (see the GOV.UK guidance on returns and refunds).

However, this does not affect your legal rights if a personalised item is faulty, damaged, not as described or otherwise does not meet the required consumer standards.

If you are unsure whether an item is personalised, please contact us before ordering.

Delivery

Where do you deliver?

We currently deliver to:

• 🇬🇧 United Kingdom
• 🇺🇸 United States
• 🇪🇸 Spain
• 🇵🇹 Portugal

Our crystals and wellbeing range is currently available for UK delivery only. This will be clearly indicated on the relevant product pages.

How long will my order take?

Delivery times depend on the product you have purchased.

Personalised engraved gifts

These are normally engraved and dispatched within 1 business day.

UK Standard Tracked delivery then normally takes 3–4 working days. Faster delivery options may be available at checkout.

Made-to-order products

Typical total delivery times, including production, are:

• UK: 4–8 business days
• United States: 6–12 business days
• Spain & Portugal: 5–12 business days

These are total estimated times and already include the production period.

Some all-over-print products are produced outside the UK and may therefore take longer.

Crystals & wellbeing products

These are normally dispatched within 1–2 working days and delivered within approximately 3–7 working days across the UK.

During our busiest period, typically October to December, dispatch may take up to an additional 2 working days.

For the most accurate information, please check the delivery information shown on the product page and at checkout.

How much does delivery cost?

UK delivery is free.

This includes Scotland, the Scottish Highlands and islands, Northern Ireland and British Forces addresses. We do not apply a separate UK delivery surcharge.

Shipping costs for the United States, Spain and Portugal are calculated and displayed at checkout before you complete your purchase.

Any faster UK delivery options available for engraved gifts will also be shown at checkout. Full details are in our Shipping Policy.

Will I receive tracking?

Yes.

Once your order has been dispatched, we will email you a tracking number where tracking is available.

Please allow up to 48 hours for tracking information to begin updating after dispatch.

Will I have to pay customs duties or import taxes?

For UK orders, there are no additional import duties because the order is delivered within the UK.

For orders delivered outside the UK, customs duties, import taxes or other charges imposed by the destination country may apply. These charges are determined by the destination country’s authorities and, where applicable, are the customer’s responsibility.

Returns & Refunds

Can I return a made-to-order item?

Yes, provided it is not a personalised item and you are exercising your statutory cancellation right.

For most online purchases, you have 14 days from the day after delivery to tell us that you want to cancel, followed by a further 14 days to return the goods. You do not normally need to provide a reason (see the GOV.UK guidance on returns and refunds).

Returned items should be in an appropriate condition, taking into account the consumer’s legal right to inspect the goods as they would in a shop.

Where you are exercising the statutory cancellation right, we refund the cost of the goods and the cost of standard delivery. If you selected a more expensive delivery service, we are only required to refund the equivalent standard delivery cost.

Return postage for a change-of-mind return is normally the customer’s responsibility, unless otherwise stated in our Refund & Return Policy.

Can I return a personalised item?

As personalised items are made specifically to your requirements, they cannot normally be returned simply because you have changed your mind.

Personalised items — engraved watches and gifts, and anything where you added your own text, name, handwriting, photo or artwork — are made to your specification and are exempt from the standard 14-day right to cancel under the Consumer Contracts Regulations 2013.

Please check your spelling, names, dates and other personalisation details carefully before placing your order.

This does not affect your legal rights if the product arrives faulty, damaged, not as described or otherwise fails to meet the required consumer standards.

What if my order arrives faulty, damaged or incorrect?

Please contact us as soon as you can — ideally within 48 hours of delivery — at vocelindx@gmail.com, and include:

• your order number
• a description of the problem
• clear photographs of the product
• photographs of the packaging where relevant

If the item is faulty, damaged, incorrect or not as described, we will work with you to provide the appropriate remedy, which may include a replacement or refund depending on the circumstances.

You will not be asked to pay return postage for an item that is faulty or incorrect.

This also applies to personalised products.

Please keep the item and its packaging until we have resolved your claim.

Can I return an item from outside the UK?

Yes.

Our standard return arrangements apply to eligible orders from the UK, United States, Spain and Portugal.

Please contact us before sending anything back so that we can provide the appropriate return instructions.

For eligible change-of-mind returns, return postage is normally the customer’s responsibility. If the item is faulty, damaged or incorrect, we will explain the return arrangements and cover the appropriate return costs.

How do I start a return?

Please email vocelindx@gmail.com before sending anything back. We cannot guarantee that unannounced returns will be received or processed.

Include:

• Order number
• Reason for return
• Product(s) you wish to return

We will then provide the appropriate instructions.

Please do not send a return to an address found elsewhere on the internet or on your delivery packaging without contacting us first.

Orders & Payment

Can I change or cancel my order?

Please contact us as soon as possible at vocelindx@gmail.com if you need to change or cancel an order.

Many Lindx products enter production shortly after an order is placed. Once production has begun we may not be able to stop it, and we cannot guarantee that changes can be made.

If you need to change:

• personalisation
• size
• colour
• delivery address

please email us immediately.

For eligible non-personalised online purchases, your statutory cancellation rights remain unaffected.

What if I enter the wrong delivery address?

Please check your delivery address carefully before completing your order.

If you realise that you have entered the wrong address, contact us immediately. We will do our best to help before the order is dispatched.

If an order is returned to us, delayed or otherwise affected because an incorrect or incomplete address was supplied by the customer, additional delivery costs may apply if a new shipment is requested.

How do I choose the right size?

Each relevant product page includes a size guide.

We strongly recommend checking the measurements before ordering.

If you are unsure, email us before placing your order and we will be happy to help you choose the most suitable option.

For personalised products, checking your size before ordering is especially important, because the product may not be eligible for a change-of-mind return.

Is my payment secure?

Yes.

Payments are processed securely through Shopify Payments using an encrypted connection. Lindx does not see or store your full card details.

Depending on your device and checkout, available payment methods may include:

• Visa
• Mastercard
• American Express
• Shop Pay
• Apple Pay
• Google Pay

What currency are your prices in?

Our prices are displayed in British pounds (GBP/£).

For UK orders, the price shown includes all applicable taxes and mandatory charges, so it is clear what you will pay.

Any applicable delivery charges for international destinations are shown at checkout before you complete your purchase.