🚀 FAQ

Last Updated: 2025

Welcome to the ValueDock Frequently Asked Questions. Here you will find answers to the most common questions about orders, delivery, returns, payments, and more.

🛒 Orders

1. How do I place an order?

Simply add items to your cart and checkout using your preferred payment method. No account required.

2. Can I change or cancel my order?

Orders can only be cancelled or changed before they are dispatched. Please contact us immediately at support@valuedock.co.uk.

3. I didn’t receive an order confirmation email—what should I do?

Check spam/junk folders. If still missing, message us with your name and email so we can resend it.

🚚 Shipping & Delivery

4. How long is delivery?

Most orders arrive within 2 working days. In rare cases (courier delay, peak season), delivery may take up to 3 working days.

5. Which couriers do you use?

We partner with trusted UK couriers such as Royal Mail, Evri, DPD, and Yodel.

6. Do you offer tracking?

Yes — tracking is provided automatically on most orders. You will receive a tracking email as soon as your order is dispatched.

7. My order is delayed — what should I do?

Allow up to 3 working days. If still not delivered, contact us and we will check with the courier.

↩️ Returns & Refunds

8. What is your return policy?

You can return unused items within 14 days of delivery. Please check our Return & Refund Policy for full details.

9. Do I pay return shipping?

  • If item is faulty, damaged, or incorrect → ValueDock pays.
  • If change of mind → Buyer pays return postage.

10. How do I start a return?

Email us at support@valuedock.co.uk with your order number and photos (if applicable).

11. When will I receive my refund?

Refunds are processed within 3–7 working days after return approval and inspection.

🛠️ Product Issues

12. My item arrived damaged — what now?

Report within 48 hours with photos of the product and packaging. We will assist with a replacement or resolution.

13. The item I received is wrong — what should I do?

Contact us with photos and your order number. We will fix it quickly at no extra cost.

14. My item stopped working — am I covered?

Yes — all products have a 30-day store guarantee. Check the Warranty Policy for full details.

💳 Payments

15. What payment methods do you accept?

Shopify Payments, PayPal, Apple Pay, Google Pay, and all major cards.

16. Is my payment information secure?

Yes — we use SSL encryption and PCI-compliant gateways. No card details are stored by us.

17. Why was my payment declined?

Possible reasons include incorrect details, insufficient funds, or bank security checks. Try another method or contact your bank.

👤 Accounts

18. Do I need an account to order?

No — you can checkout as a guest.

19. What are the benefits of an account?

You can track orders, save your details, and view purchase history.

20. I forgot my password — how do I reset it?

Click “Forgot Password” on the login page to receive a reset link.

📞 Contact & Support

21. What is the best way to contact ValueDock?

Email: support@valuedock.co.uk
Live Chat: Available during support hours.

22. How long do you take to reply?

We respond within 24–48 hours (Monday–Friday).

23. Do you have phone support?

Currently, we provide support via Email and Live Chat only.

If you still need help, visit our Contact Us page and send us a message. We’re always happy to assist.