FAQ

Orders & Checkout

How do I place an order? Add the bags you want to your basket, then click checkout. You'll fill in your delivery address and payment details, and that's it. You'll get an email confirming your order straightaway.

Do you accept all payment methods? We take :

- Credit and Debit Cards : Visa, Mastercard, American Express, Diners Club, Discover, Maestro & UnionPay.
- Digital Wallets : Apple Pay, Google Pay and Shop Pay.

Whatever works for you.

Is my payment secure? Yes. Our whole site is encrypted (you'll see the padlock in your browser), and we never handle or store your full card details. Everything goes through secure payment processors.

Can I change or cancel my order? If it hasn't been dispatched yet, email us at support@gexo.co.uk and we'll see what we can do. Once it's with the courier, you'll have your statutory right to cancel within 14 days of receiving it.

Why wasn't my order confirmation email in my inbox? Check your spam or junk folder first, sometimes it lands there. If it's nowhere to be found, email us and we'll confirm your order and resend the details.

Shipping & Delivery

How much does delivery cost? It's free. Every order in the UK ships free, no matter what you're spending.

When will my order arrive? We process orders within 1 to 3 business days (that's Monday to Friday). Then delivery takes about 7 to 10 business days. So all in, expect around 8 to 13 days from order to doorstep.

When do orders get processed? Orders placed before 6 PM (GMT) on a business day start processing that same day. Anything after 6 PM, or over the weekend, gets processed on the next working day.

Will I get a tracking number? Yes, once your order ships we'll email you the tracking details. Allow 24 hours for tracking to update after dispatch.

What if my order is delayed? Most orders arrive within the window we give you. If yours is taking longer, let us know at support@gexo.co.uk and we'll chase it up with the courier.

I entered the wrong address, can you change it? Email us immediately at support@gexo.co.uk. If your order hasn't shipped yet, we can usually fix it. Once it's with the courier, it's tougher, but let us know anyway.

What if my parcel is lost? Contact us straight away. We'll open an investigation with the courier. If it's confirmed lost, we'll either send a replacement or give you a full refund.

Do you ship outside the UK? Not right now. We're UK-only at the moment.

Returns & Refunds

What's your returns policy? You've got 30 days from delivery to return a bag if you've changed your mind. On top of that, you also have a legal right to cancel within 14 days of receiving your order, even if you've used the bag a bit.

How do I start a return? Email support@gexo.co.uk with your order number and let us know why you're returning it. We'll send you instructions on where to send it back.

Do I have to pay for return postage? If the bag is faulty, damaged, or wrong when it arrives - no, it's on us. We cover the return postage.

If you've just changed your mind, then you pay for postage. It's fair, we didn't mess up, so you cover the shipping.

When will I get my refund? Once we receive your return and check it over, we process the refund within 5 to 14 business days, back to your original payment method.

What condition does the bag need to be in? For a goodwill return, unused and in original packaging is ideal. But your legal cancellation right means you can examine the bag and still cancel, so minor handling is fine.

My bag arrived faulty or damaged, what do I do? Email us a photo and your order number. We'll sort you out, replacement or full refund, and we cover the return postage.

Can I exchange a bag for a different color or style? Sure, just get in touch at support@gexo.co.uk and we'll figure out the easiest way to do it.

What if I've used the bag and want to return it? If it's within 14 days of delivery, you've still got your statutory cancellation right, so you can return it. After 14 days, a 30-day goodwill return is possible if the bag's in good condition.

Products & Materials

Are your measurements accurate? Yes. We list real dimensions and capacities. Slight variations sometimes happen, but we aim to be precise. Check the product page for exact measurements before ordering.

What does "vegan leather" mean? It's a man-made alternative to animal leather, usually PU. It's not real leather, and we always label it clearly so you know what you're getting.

Is vegan leather durable? Good-quality vegan leather lasts years with normal use. It won't age like real leather, but it's waterproof and easy to clean, which a lot of people prefer.

What about the other materials you use? We use recycled nylon, canvas, waxed canvas, and some genuine leather pieces. Every product page tells you exactly what it's made from.

Will the color match the photos exactly? We photograph as accurately as we can, but screens vary. Slight differences are normal. If a bag arrives and the color is completely different from what's shown, that's not right, let us know.

Do bags come with a warranty? Beyond your legal rights, if something isn't right with your bag, contact us and we'll help. If the zip fails in the first few months of normal use, we'll replace or refund.

How do I look after my bag? Most bags just need a wipe down with a damp cloth if they get dirty. For specific care instructions, check the product page. Avoid soaking, and keep away from direct heat.

Support & Communication

How do I contact you?
Email : support@gexo.co.uk
Phone : +44 7387 899903
Hours : Monday to Friday, 9:00 AM to 6:00 PM (GMT) / Saturday - Sunday : Closed

How quickly will you reply? We aim to answer every email within one business day. If you message us over the weekend, you'll hear back on Monday.

I haven't heard back from you, what's happening? Check your spam folder first. If you've definitely emailed and had no reply within 24 hours, try calling or emailing again, something might have been missed.

Is there a phone line? Yes, +44 7387 899903. We're here Mon-Fri, 9:00 AM - 6:00 PM GMT. If we're helping someone else, email might be quicker.

What if I need to return something? Email support@gexo.co.uk first. Don't just send it back, we need to give you the right instructions so it gets to the right place.