Frequently Asked Questions
Welcome to the Abtello FAQ. Here you'll find answers to common questions about ordering, payments, delivery, tracking, returns and refunds.
Orders
How do I know if my order has been received?
After successfully placing an order, you should receive an order confirmation at the email address provided during checkout.
If you cannot find the confirmation, please check your spam or junk folder before contacting us.
Can I change or cancel my order?
If you need to change or cancel an order, contact us as soon as possible at contact@abtello.co.uk.
We will try to accommodate your request if the order has not entered fulfilment or been dispatched. Once an order has been dispatched, you may need to follow our returns procedure.
Can I change my delivery address?
Contact us as soon as possible if you notice an incorrect delivery address.
We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.
Shipping & Delivery
How long does delivery take?
Orders are normally processed within 1–3 business days.
Our UK delivery options are:
Economy Delivery: 5–8 business days after dispatch – Free
Standard Delivery: 3–4 business days after dispatch – £15.00
Delivery times are estimates and may occasionally be affected by courier delays, public holidays, severe weather or other circumstances outside our reasonable control.
How much does shipping cost?
We currently offer free Economy Delivery for eligible UK orders.
Standard Delivery is available for £15.00 where offered.
The applicable shipping options and charges will be displayed during checkout.
How can I track my order?
Once tracking information becomes available, it will normally be sent to the email address used when placing your order.
You can enter your tracking number on our Track Your Order page to check the latest available delivery information.
My tracking number isn't showing any information. What should I do?
Tracking information may take some time to become active after your dispatch confirmation is sent.
If there is still no update after a reasonable period, contact us with your order number and tracking number.
Can an order arrive in multiple packages?
Yes. Some orders containing multiple products may be dispatched separately.
If this happens, you may receive separate packages and tracking numbers.
Payments
What payment methods do you accept?
We accept eligible credit and debit cards and other secure payment methods displayed during checkout.
The payment methods shown at checkout are the current options available for your order.
What currency do you use?
Our UK store generally displays prices in Pounds Sterling (GBP £) unless another currency is clearly shown.
Is my payment information secure?
Payments are processed using third-party payment providers and appropriate security measures.
Abtello does not necessarily receive or store your complete credit or debit card details.
For your security, never send your full card number, PIN or card security code to us by email.
Why was my payment declined?
Payments may be declined by your bank, card issuer or payment provider for various reasons.
Check that your payment and billing information is correct. If the problem continues, contact your payment provider for further information.
Returns & Refunds
What is your return period?
We offer a 30-day return period from the date you receive your order, subject to the conditions described in our Refund & Returns Policy.
UK consumers may also have statutory cancellation and return rights under applicable consumer law.
How do I request a return?
Email contact@abtello.co.uk with your order number and the reason for your return.
Please wait for our return instructions before sending your product.
What if my product arrives damaged or incorrect?
Please inspect your order when it arrives.
If you receive a damaged, faulty or incorrect product, contact us as soon as reasonably possible and provide your order number, a description of the issue and photographs where appropriate.
We will review the issue and provide an appropriate solution in accordance with applicable UK consumer law.
When will I receive my refund?
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds are issued to the original payment method. Your bank or payment provider may require additional processing time before the refund appears in your account.
Products
Are product images always exact?
We aim to provide accurate product images and descriptions.
However, colours may appear slightly different depending on your screen or device, and manufacturers may occasionally update packaging or minor product details.
Please review the product description and specifications before ordering.
How can I check product availability?
Products shown as available can normally be added to your basket.
Stock levels can change quickly, and adding a product to your basket does not necessarily reserve it until your order has been successfully completed.
Customer Support
How can I contact Abtello?
If you need assistance with a product, order, delivery, return or payment, contact us:
Abtello
34 Watford Rd
Cotteridge
Birmingham B30 1NW
United Kingdom
Email: contact@abtello.co.uk
Phone: +44 7501 646216
When contacting us about an existing purchase, please include your order number so we can assist you more efficiently.