FAQ

Frequently Asked Questions – Backliv

How can I contact Backliv?

You can reach us by email at support@backliv.com
Our customer support team is happy to assist you with any questions or concerns.

Do you ship worldwide?

Yes, we offer international shipping, including shipping within the United Kingdom.

Where are the products shipped from?

Our products are shipped from our international warehouse to ensure the best availability and competitive pricing.

Can I modify or cancel my order?

To ensure fast processing, any changes or cancellations must be requested within 12 hours of placing your order.
After this time, we are unable to make modifications.

Once your order has been delivered, you may return it in accordance with our return policy.

Which payment methods do you accept?

We accept the following secure payment methods:

  • VISA

  • Mastercard

  • American Express

  • Apple Pay

  • Google Pay

  • Shop Pay

  • UnionPay

  • PayPal

All payments are processed securely.

When will my order be processed?

Orders are processed Monday through Friday within 1–3 business days, excluding UK public holidays.

Please allow additional processing time during peak seasons or promotional periods.

Shipping occurs the business day after processing is completed.

How long does delivery take?

We aim to deliver orders within 7–10 business days.

Most orders arrive within this timeframe, though delays may occasionally occur due to high demand, courier delays, or unforeseen circumstances.

What if I do not receive my order?

If your order has not arrived within 35 days from the shipment date, you are eligible for a full refund.

  • If your order is delayed, we may provide a courtesy discount code.

  • If your package is confirmed lost, a refund will be issued.

Will customs duties or taxes be charged?

Prices on our website are displayed in British Pounds (GBP) unless stated otherwise.

For international shipments outside the UK, you may be responsible for customs duties, import VAT, or brokerage fees, depending on your country’s regulations.

These charges are not covered by Backliv, and we are not responsible for delays caused by customs clearance.

For more information, please contact your local customs authority.

How can I return an item?

To initiate a return, please email us at support@backliv.com

We offer free returns within 100 days of receiving your order.

  • Defective or incorrect items must be returned before a refund can be processed.

  • You may choose to receive a replacement item instead of a refund.

What if the item I received is defective, incorrect, or damaged?

If you receive a defective, damaged, or incorrect item, please contact us immediately and include:

  • Your order number

  • Clear photos of the item

  • A brief description of the issue

The item must be returned before a refund is issued. If preferred, we can send a replacement instead.

When will I receive my refund?

Refunds are issued to the original payment method used at checkout.

Credit/debit card refunds typically process within 7–10 business days after the returned item is received or the cancellation is approved.

If you have not received your refund after this period, please contact your bank, as processing times may vary.

Security & Privacy

At Backliv, your privacy and security are extremely important to us.

We use secure payment processing and handle all personal information in accordance with UK data protection laws, including the UK GDPR and Data Protection Act 2018.