Frequently Asked Questions (FAQs)

Welcome to AZ Boutique’s Help Centre — here you’ll find answers to the most common questions about orders, shipping, returns, and more. If you can’t find what you’re looking for, please contact us at contact@azboutique.com or 07766 709089 (Mon–Fri, 10:00 AM to 06:00 PM GMT).

Orders & Payments

What payment currency do you use?
All orders are processed in British Pounds (GBP £). Your bank/payment provider may convert to your local currency and may charge fees.

Which payment methods do you accept?
We accept all major credit/debit cards, PayPal, Apple Pay, Google Pay, and other secure methods displayed at checkout.

Can I change or cancel my order?
If your order has not been dispatched, contact us immediately and we’ll amend or cancel it if possible. Once dispatched, orders can no longer be changed, but you can return items under our Returns Policy.

Can I change the delivery address after purchase?
For security reasons, we’re unable to modify delivery addresses once an order is placed. Please double-check your details before checkout.

Do I need an account to order?
No — you can checkout as a guest. However, creating an account allows you to save your details, view order history, and track shipments easily.

How do I subscribe or unsubscribe from your newsletter?
You can join our mailing list during checkout or via the signup form on our website. To unsubscribe, simply click the link in any email or contact us directly.

Shipping & Delivery

How long is order processing?
Orders are processed within 2 business days (orders after 3:00 PM GMT are processed the next business day). We don’t dispatch on weekends or bank holidays.

Which courier do you use?
We primarily use Royal Mail 48 for UK deliveries (typically 3–4 business days after dispatch). We may also use DPD, Evri, or UPS depending on location and service availability.

What are your shipping rates?

• UK: Free shipping on orders over £10; £2.99 for orders under £10.
• International: £25 flat rate per order.

Where do you ship?
We deliver throughout the United Kingdom and worldwide. Please note we cannot deliver to PO Boxes or BFPO addresses.

Do you provide tracking?
Yes. You’ll receive an email with tracking details once your order is dispatched, and you can also track via the Shop app.

Will I need to sign for my parcel?
High-value or large orders may require a signature or proof of delivery. Once signed for or marked as delivered by the courier, the parcel is considered successfully delivered.

Can you leave my parcel in a safe place?
You can request this at checkout, but please note that AZ Boutique cannot be held responsible for any loss or damage to parcels left unattended at your request.

What happens if I miss my delivery?
If the courier can’t deliver and the parcel is returned to us, we’ll contact you to arrange redelivery or collection. Extra shipping fees may apply.

What if my parcel is undeliverable or refused?
Refused or undeliverable parcels will be refunded minus original shipping and return costs. Resending will incur new shipping charges.

Do you ship worldwide?
Yes, we ship to most international destinations. Customs duties or taxes may apply, payable by the customer.

Delivery delays
While we aim for prompt delivery, delays can occur due to customs, weather, postal strikes, or peak seasons.

Are your packaging materials eco-friendly?
Yes — we use eco-friendly, recyclable, and biodegradable packaging materials wherever possible.

International Orders & Customs

Can I return international orders?
Unfortunately, we currently do not accept international returns. Please review product information carefully before placing your order.

Do you cover customs fees or taxes?
No. Customers are responsible for paying any import duties, taxes, or customs charges applied by their destination country. These fees are not included in the order total or shipping cost.

Order Updates & Communication

Will I receive updates after ordering?
Yes. You’ll receive three key emails — order confirmation, dispatch notice with tracking, and delivery confirmation.

Can I get SMS updates?
At this time, we provide updates via email only. SMS alerts will be available in the near future.

VAT & Invoices

Do you provide VAT invoices?
Yes. Your order confirmation email includes a digital VAT invoice. If you require a copy or custom invoice for business purposes, contact our customer service team and we’ll send one promptly.

Sustainable & Ethical Commitment

What are you doing for sustainability?
We care deeply about our environmental and ethical impact. AZ Boutique uses eco-friendly, recyclable, and biodegradable packaging materials and partners with ethical suppliers.

We continually review our operations to minimise waste, reduce carbon emissions, and ensure responsible sourcing. Your support helps us move toward a more sustainable future.

Promotions, Discounts & Gift Cards

Do you offer discount codes?
Yes — we occasionally offer promotions and seasonal discounts. Subscribe to our newsletter or follow us on social media for updates.

Do you sell gift cards?
Yes — digital gift cards are available and delivered instantly via email.

Can I use more than one discount code?
Only one discount code can be applied per order unless otherwise stated.

Rewards & Loyalty

Do you have a rewards programme?
We’re developing a loyalty programme so you can earn points every time you shop. Stay tuned for updates via our newsletter.

Returns, Refunds & Exchanges

What is your return period?
You may request a return within 30 days of delivery for new, unused items in original condition. Some items may be excluded for hygiene or customisation reasons.

How do I start a return?
Email contact@azboutique.com with your order number and reason for return. We’ll provide simple return instructions.

Who pays return postage?
Returns are free within the United Kingdom. We’ll email you a prepaid return label within 24 hours of your request. Unfortunately, we do not accept international returns at this time.

When will I receive my refund?
Refunds are processed to your original payment method within 5–10 business days, depending on your bank’s processing time, after we receive and inspect the return.

Can I exchange an item?
The fastest method is to place a new order for your desired item and return the original for a refund.

Damaged or faulty items
If your item arrives damaged, contact us immediately — we’ll issue a full refund upon confirmation. Please keep all packaging and photos to help our investigation.

Lost parcels
If your order is lost in transit, we’ll investigate with the courier and offer either a full refund or replacement at your convenience.

Technical Help

I’m having trouble checking out. What should I do?
Try clearing your browser cache, updating your browser, or using a different device. If issues continue, contact contact@azboutique.com and our support team will assist you promptly.

Privacy & Security

Is my information safe?
Yes — we use encrypted, secure payment systems and comply with GDPR to protect your personal information.

How do you use my data for shipping?
We share only essential details with our trusted carriers to deliver your order and provide tracking. We never sell or share your data for marketing without consent.

Do you check orders for fraud?
Yes — orders undergo standard verification checks. AZ Boutique may hold, cancel, or refund any order that cannot be verified or appears fraudulent.

Accessibility & Support

We are committed to providing accessible and friendly service to all customers. If you need assistance placing an order, tracking a delivery, or understanding any policy, please contact us.

📧 Email: contact@azboutique.com
📞 Telephone: 07766 709089
🕓 Hours: Monday–Friday, 10:00 AM to 06:00 PM (GMT)