FAQs
Before contacting us, please take the time to read through our FAQs, which may give you the answer to your questions. If you cannot find an answer and would like to get in touch with us, please send us an e-mail: support@exorca.com.
Q. When will my order arrive?
A. Most orders are processed within 1-2 working days of placing the order, with the exception of orders placed on weekends (Friday-Sunday); orders placed on weekends will be processed the next business day (Monday).
Once the order has been dispatched, you will receive an email confirmation with your tracking number to the email address provided on your order.
All orders are tracked from our nearest warehouse to your location. Once your order has been dispatched, you will receive an email with your tracking link.
These are estimated times based on current dispatch times:
United Kingdom: 7 - 10 working day
Times may vary due to peak times or national holidays.
Q. Has my order already been dispatched?
A. Orders are usually dispatched within 1-2 working days, sometimes sooner. You will receive a dispatch email when your order has been dispatched. Please check your SPAM/junk mailbox in case the email has landed there. If you can't find your dispatch email or think you have deleted it, contact us at support@exorca.com and we can let you know in real time whether your order has been dispatched or not.
Q. My item has arrived broken or damaged, what can I do?
A. If your product is damaged, please take photos and send them to us at support@exorca.com. We are not responsible for damage to boxes, crates or other packaging. However, it is the responsibility of the carrier to handle the goods with care, we have no control over this.
Q. I have ordered 2 or more items, why have I only received one?
A. If you order multiple items at once, they may be dispatched separately as the products are dispatched from different warehouses that we own. You may receive one item before the next. So don't panic if you don't receive all the items at once... You will get them!
Q. I need to cancel or change my order, how do I do that?
A. We always do our best to cancel your order, but if your order has already been dispatched or processed, we cannot cancel it.
If you want to change your order, please contact us as soon as possible. We will do our best to accommodate any changes if your order has not yet been dispatched. If your order has already been dispatched, we will not be able to amend the order, but we are always happy to receive a return if you wish to do so.
Q. My order still hasn't arrived, please help me?
A. Please do not worry, it is on its way. If your order takes longer than 14 days to arrive after dispatch, please contact us and we will take care of it. We urge you to allow this time before contacting us. We offer a money back guarantee or have your order reshipped.
Q. I have given the wrong address for my order, can I change it?
If you have entered the wrong delivery address for your order, please contact us as soon as possible. If your order has not yet been dispatched or processed, we can easily update your delivery address. If the order has already been dispatched or processed, there is unfortunately nothing we can do.
Q. Why have I not received a confirmation email after placing my order?
A. It's quite possible that our email ended up in your SPAM/JUNK folder, so please check there. If you still can't find the email and would like it resent, please let us know.
Q. I don't have a tracking number, when will I receive it?
A. When you receive your dispatch email, in most cases it will be included. If not, you can email us at support@exorca.com for a tracking update. Please allow 1-2 working days for the tracking to be updated in the carrier's system.
Q. What payment options are available?
A. We accept all major credit and debit cards through the Shopify payments and Paypal.