FAQs

My order has not arrived within the stated delivery time, what should I do?

Our Delivery options are fully tracked (with the exception of UK Standard). If you have not received your order within the times stated for your destination and you have noticed unusual activity on your tracking number, please contact us for help.

For orders to International destinations that are delayed, please check if your order has been held in customs clearance. You may be required to pay sales tax or customs duty.

For UK Standard orders, please check if Royal Mail have left a 'Something for You' calling card. It is also worth speaking to your local sorting office in case they are holding a package for you.

 

I haven't received an order confirmation, was my order successful?

You should receive confirmation of your order by email upon completion. However, there are a number of reasons why you may not have received this:

  • If you've made a mistake when submitting your email address.
  • If the email was blocked by your spam filter (check your 'Junk' folder).
  • If your browser timed-out or the internet dropped at the payment stage.

If you're concerned, please contact our Customer Service team who'll be happy to help you resolve any issues.

 

 

How can I cancel, amend or add to my order?

Should you need to make any changes to your order, our team will need to action this before your order is shipped. Please get in touch as soon as possible.

We will do our best to amend your order as requested but, please be aware that we aim to ship orders as swiftly as possible and therefore cannot guarantee your changes will be able to be made.

Please be aware that if paying with Klarna, we are unable to update your address details and cannot add to an existing order. We are unable to remove an unwanted item, if you wish to amend your billing/delivery details you need to cancel/re-submit your order with the altered information.

 

 

What if my order has arrived damaged, incorrect or incomplete?

Our warehouse team are incredibly conscientious but occasionally mistakes do happen.

If your order arrives damaged, incorrect or incomplete, please notify us via email as soon as possible. Please include your order number and a photographs of the product and packaging.

We can then arrange prompt dispatch of replacement items where necessary, or offer you a refund.

 

 

I can't access my account, what should I do?

If you're having difficulty signing in to your account, you may have entered your email address and/or password incorrectly. If you have checked this and you still can't log in, please use the forgotten password link to regain access to your account.

Should this be unsuccessful, please contact our team who will be happy to help you.

 

 

How do I re-set my password?

To change your password, you can either use the forgotten password link or sign in to My Account and go to Account Information.

 

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