Tell us about your store. You will have a reply within one working day.
Whether it is a Magento, Adobe Commerce, Hyvä or Shopify store, a small shop or a large one, tell us a little about it and what you would like help with. A store address and a sentence is enough.
- Phone
- 020 8058 5072
- Hours
- Every day of the year. Emails are normally answered the same morning
- Company
- Refined Commerce Ltd, registered office 124 City Road, London; clients across the UK and Ireland
Thank you. Your message has reached us.
You will have an acknowledgement on the working day it arrives, a reply to your email address within one working day, and written findings and a price within two working days.
- 5.0 from 23 Google reviews
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Bronze, Ecommerce Awards 2025Best Ecommerce Boutique Agency - Hyvä Silver PartnerListed on hyva.io
- Shopify PartnerShopify and Shopify Plus
What happens after you press send.
Three steps, the same for every enquiry, so you know what you will get and when. All three are free.
- 1
A senior person reads it, and replies
Your message is read the day it arrives and answered by a person, with any question we need answered before we can look properly.
The same working day - 2
We look at the store before we answer
Public pages first. Nothing is accessed, tested or changed, and if the answer needs more than the public pages can show, we ask rather than guess.
Before we write back - 3
A written reply: findings and an estimate
What we found, what we would do about it and what it is likely to cost. What happens next is your decision.
Within two working days
Not ready to write yet?
Three ways to find out more first, each of them free.
- Get the free health checkOne page on where your Magento store stands, by email within two working days. Nothing accessed or tested.
- See how pricing worksAd hoc or a monthly retainer, with an estimate before work starts.
- Look at our workA selection of the Magento, Hyvä and Shopify stores we have built, in the UK, Ireland and beyond.
Questions people ask before they write.
Is the first conversation charged?
No. Reading your enquiry, replying to it, looking at the store, and writing the findings and an estimate are free, and so is a short call to talk the work through. You pay only for work you ask us to do. How pricing works.
Will I be passed to an account manager?
No. The person who answers your first email is the person you deal with throughout, backed by a team of senior engineers. There is no account manager in between.
Can you take over a store that another agency or a freelancer built?
Yes, and most of our clients came to us that way. We start with a read-only review of the code, the hosting and the patch state, then give you a written picture of what you have before anything is changed.
Can we speak on the phone first?
Yes. Call 020 8058 5072, or ask for a short call in your message and suggest a time. The call is free, and anything we agree on it is confirmed in writing afterwards. Once you are a client, support is by email, which gets you a quicker and more thorough answer and leaves a written record.
How quickly can you start?
Urgent security work, usually within a working day. Retainers, usually within a week. Projects, as soon as the scope is agreed.
When are you available?
Every day of the year, bank holidays included. Emails are normally answered the same morning, and a problem that stops a store trading is dealt with first. If something critical happens in the middle of the night, your host's 24-hour team can restore service at the server, with us copied in.
Is our store too small, or too large, for you?
Neither. We work with start-ups on small budgets and with retailers turning over many millions of pounds a year online. The team and the point of contact are the same; the size of the plan is what changes.
Where are you based?
Refined Commerce Ltd is a UK limited company registered at 124 City Road, London, EC1V 2NX, with clients across the UK and Ireland, and further afield: Bad.no in Norway is one. The work is done remotely, on your staging environment, and we travel for discovery sessions and reviews when it helps.