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Heads up: Your country may charge import duties or taxes when your order arrives. It’s worth checking with your local customs office to avoid surprises.
Frequently Asked Questions
Do you have any duties & taxes information?
If you're outside the UK, your country may impose import duties or taxes.
Please refer to your government's official documentation to get a better understanding of these costs.
What are the delivery timeframes?
Most orders if in stock, are usually dispatched the same day if ordered before 2pm or on the next working day if ordered after.
Special order items may have a slightly longer processing time.
Multi-item orders are typically dispatched together.
What are your delivery destinations?
We offer worldwide delivery.
The only exception to this is if Royal Mail refuses to accept delivery of the item to your country.
In this instance a full refund will be issued and an explanation will be given.
How do change the delivery address after ordering?
Once an order has been placed and processed, the delivery address cannot be changed. In such cases, you will need to get in contact.
Contact UsIs my signature required for delivery?
In most instances, you will be required to sign for the delivery.
Is there parcel tracking?
If your selected shipping method includes tracking, you'll receive an email with all the necessary details to track your parcel.
My order is damaged. What can I do?
In case your order arrives damaged, please get in touch with us immediately.
If possible please take photos of the parcel received and capture any details of damage.
What are your delivery couriers options?
We ship using ShipStation, which allows us to work with a range of trusted couriers based on your location, order size, and delivery speed. Depending on where you are, your order may be delivered via Royal Mail, UPS, DHL, FedEx, or other reliable regional carriers. You’ll receive full tracking details once your order is on the way.
Who are your Payment Partners?
We collaborate with PayPal, Stripe & Apple Pay to accept payments.
Can you provide a VAT Invoice?
At this moment, Cinelux is not VAT registered, so no VAT invoice can be provided currently.
Can I use PayPal Credit?
How do you manage my payment information?
We don’t handle or store any of your payment details directly. All payments are securely processed through Shopify, which manages the entire checkout process using PCI-compliant encryption and fraud protection. This ensures your card and personal information stay safe and protected at every step.
What is your accepted currency?
We currently accept payments in British Pounds (GBP), US Dollars (USD), and Euros (EUR). You can choose your preferred currency during checkout, and Shopify will automatically handle the conversion and processing securely.
Need Order Assistance?
If you require assistance with your order, please contact us.
Contact UsWhere is information about my order?
Your order information will be sent to the email you entered while placing your order.
If you can't find your order email, please get in contact.
Urgent Delivery Request?
Need your order ASAP? please get in contact.
Contact UsDo you ship internationally?
We gladly accept international orders and ship worldwide.
Duties and Taxes Information
If you're outside the UK, your country may impose import duties or taxes.
Please refer to your government's official documentation to get a better understanding of these costs.
Canceling Your Order
If you wish to cancel a processing order, please contact us immediately. If you choose to cancel after the item has been shipped, fees may be incurred.
Contact UsReturning, Exchanging, or Requesting a Refund
If you're considering returning a product, exchanging it, or requesting a refund, please get in contact.
Contact UsWhat does the 30-day warranty cover?
If the goods you bought do not meet the criteria of being of satisfactory quality, fit for their intended purpose, or as described, you have the right to return them and receive a full refund within 30 days of purchase.
Contact UsAre your Products Vegan / Plant-based?
All products produced worldwide can have a impact on animals and animal welfare. I have made the best effort I can to make sure that the different parts of the manufacturing process are Ethical and Vegan / Plant-based when possible.
Here are the parts that definately are Vegan / Plant-based:
1) Thermal Sticky Labels (Including Glue)
2) Paper Packaging
3) Paper Tapes
4) UV Resin
5) Ink
The below should be Vegan / Plant-based, but I have been unable to 100% verfiy:
1) The glue used on the paper packaging is a synthetic, polypropylene based glue and should be Vegan / Plant-based
2) The glues used to stick the closed cell foam into the tin packaging is Juli JL6120 - environmentally friendly odorless glue. As far as i can find out it is synthetic and should be Vegan / Plant-based.
I will always be checking / keeping updated and making sure to always use Vegan / Plant-based products when possible.
Pre- Owned Equipment Packaging
Any Pre-Owned equipment sale will use the same Ecofriendly packaging along with Non-Ecofriendly bubblewrap / Air buble packaging. This is due to the amount of this type of packaging I receive with new and second hand product purchases.
So I have decided to reuse it when packaging any second-hand items, If you don't have a need for this type of packaging, it can be recycled at any plastic bag recycling bins found in most supermarkets.