FAQs

Last updated: August 13, 2026

The answers below match our policies exactly — when in doubt, the policy pages are the full version.

What does Filue sell?

Filue is a general store for everyday essentials, organized into six departments: Kitchen & Dining, Home & Living, Electronics & Gadgets, Garden & Outdoor, Travel & On-the-Go, and Pet Essentials. We focus on practical items for the home and daily life.

Do I pay for shipping?

No — shipping is free on every order within the United Kingdom, with no minimum order value.

How long does delivery take?

Orders are processed within 1–2 business days and transit takes 4–10 business days after dispatch, so total delivery is typically 5–12 business days. You'll receive a tracking number by email as soon as your order ships.

Do you ship internationally?

Not at the moment — we currently ship only to addresses within the United Kingdom.

How can I track my order?

Use our Track Your Order page with the tracking number from your shipping confirmation email. Tracking may take 24–48 hours to show its first scan.

What is your return policy?

You can return any item within 30 days from the day your order is delivered, provided it is unused and in its original packaging. Email support@filue.com first to receive return instructions. Full details in our Return & Refund Policy.

When will I receive my refund?

Once your return arrives and passes inspection, we process the refund within 5 business days of receiving your return. Your bank typically posts it within 5–10 business days after that, to your original payment method.

Can I exchange an item?

We don't offer direct exchanges — return the original item for a refund and place a new order for the one you want.

My order arrived damaged or incorrect — what now?

Email support@filue.com within 7 days of delivery with your order number and clear photos. We'll send a free replacement or issue a full refund, whichever you prefer.

Can I change or cancel my order?

Yes — within 12 hours of placing your order. After that the order may already be processing and can't be changed or cancelled, but you can still return it once it arrives.

Which payment methods do you accept?

We accept major credit and debit cards and popular digital wallets — the full current list is on our Payment Policy page and shown at checkout. All payments are SSL-encrypted.

How do I reach customer support?

Email support@filue.com or use the form on our Contact page. Support hours are Monday – Friday, 9:00 AM – 5:00 PM (UK time), and we respond within 24 hours on business days.