Frequently Asked Questions (FAQs)

Frequently Asked Questions (FAQs)

General Questions

1. What is VexaPrime?

VexaPrime is a UK-based online skincare store offering a carefully selected range of authentic skincare products from trusted global brands. Our goal is to provide high-quality skincare solutions with reliable customer service and a secure shopping experience.

2. Are your products authentic?

Yes. We are committed to offering only authentic and high-quality skincare products sourced from trusted suppliers.

3. Which brands do you sell?

We offer products from well-known skincare brands, including:

  • CeraVe

  • The Ordinary

  • Neutrogena

  • Medicube

  • Biodance

  • Aquaphor

Our product range may expand as we continue to introduce new and trusted skincare brands.

Orders

4. How do I place an order?

Simply browse our store, add your desired products to your cart, proceed to checkout, and complete your payment using one of our secure payment methods.

5. Can I change or cancel my order?

If your order has not yet been processed, please contact us as soon as possible. While we will do our best to accommodate your request, we cannot guarantee changes or cancellations once an order has been dispatched.

6. Will I receive an order confirmation?

Yes. Once your order has been successfully placed, you will receive a confirmation email containing your order details.

Shipping

7. Do you ship internationally?

Shipping availability depends on your location. Available shipping destinations will be displayed during checkout.

8. How long does shipping take?

Delivery times vary depending on your location and the shipping method selected during checkout. Estimated delivery times are provided at checkout but may be affected by carrier delays or customs processing.

9. How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email with tracking information, if available.

Returns & Refunds

10. What is your return policy?

Eligible items may be returned in accordance with our Refund & Return Policy. Please review that page for complete eligibility requirements and instructions.

11. What if I receive a damaged or incorrect item?

Please contact our customer support within 48 hours of receiving your order. Include your order number and clear photos of the item so we can resolve the issue as quickly as possible.

Payments

12. What payment methods do you accept?

We accept secure payment methods available through our Shopify checkout. Available payment options will be displayed during checkout.

13. Is my payment information secure?

Yes. Your payment is processed through secure payment gateways. VexaPrime does not store your payment card details.

Products

14. How do I know which product is right for me?

Each product page includes detailed descriptions, ingredients, and usage instructions. If you need additional guidance, feel free to contact our customer support team.

15. Are your skincare products suitable for sensitive skin?

Many of the brands we carry offer products specifically formulated for sensitive skin. However, we recommend reviewing the ingredients carefully and performing a patch test before using any new skincare product.

Customer Support

16. How can I contact VexaPrime?

You can reach our support team using the following details:

Email: support@vexaprime.store

Phone: +44 7403 781121

Website: https://vexaprime.store/

Business Address:

20 Margery Road
Dagenham, RM8 3AX
United Kingdom

17. What are your business hours?

Monday – Friday: 9:00 AM – 6:00 PM (UK Time)

Saturday: 10:00 AM – 4:00 PM (UK Time)

Sunday: Closed

Still Need Help?

If you couldn't find the answer you're looking for, we're always happy to assist. Please contact our customer support team, and we'll get back to you as soon as possible.