If you are having trouble at any stage of the process, we are happy to help! Email us at firstname.lastname@example.org and we will respond in a timely manner.
When you have successfully completed your order, you will receive a confirmation email within 15-30 minutes. If you don't receive an email, please get in touch with our customer service team. Be sure to check your spam/junk folder first.
Once your order is placed, you will receive a confirmation email which will include a tracking link. Alternatively, you can enter your order details on our tracking page. Sometimes orders are shipped in multiple packages so you might find more than one tracking code associated with your order.
Unfortunately, orders can’t be added to or amended once they are placed. Orders can be cancelled; however, we must be notified before we've started processing them for dispatch. Unwanted orders that have already been processed for dispatch will need to be returned if a refund is required.
Each order can only be shipped to one address, although the billing and shipping address can be different. If you need items delivered to multiple addresses, you will need to place separate orders for each address.
You are able to purchase e-gift cards directly from the website. These will be emailed to you and can be forwarded on to the intended recipient. At this time, we do not offer physical gift cards.
If there’s an issue with your order, like it’s the wrong size, wrong colour, defective, or otherwise not exactly what you ordered, then simply notify us. If it's our mistake, we’ll let you know how to send it back and we will process a refund to your original payment method.
ORDERS & DELIVERIES
Shipping is available throughout the United Kingdom. This includes Northern Ireland, Scottish Highlands, Outer Hebrides, Shetland Islands, Isle of Man, Isle of Wight, Guernsey and Jersey.
Free shipping is provided on all orders to England and Wales with no minimum spend required.
Additional delivery fees may apply to Northern Ireland, Scotland, Scottish Highlands, Outer Hebrides, Shetland Islands, Isle of Man, Isle of Wight, Guernsey and Jersey.
Additional delivery fees are calculated at checkout, as they depend on the delivery postal code and the products ordered.
At this time, we’re only able to deliver to residential and business addresses.
At this time, we only deliver to UK addresses. In some cases, we might be able to accommodate a special request, however please get in contact with us before placing an order if the delivery outside of the UK is required.
Unfortunately, we’re unable to make any changes to delivery addresses once the order has been processed for dispatch. If you need to make any changes to the delivery address, please contact us as soon as possible.
Unfortunately, we are unable to process any special delivery requests for online orders.
You will receive an order tracking confirmation email once your parcel is on its way to you. This will be emailed to the email address used on your order. Please check your junk mail folder in case it accidentally ends up there. If you have not received your tracking email or are having issues accessing the link, please contact our support team at email@example.com for further assistance.
We use a combination of different couriers depending on the size, weight and/or value of the item(s). Typically, we use Royal Mail, DPD, UPS and APC Overnight.
If you are unable to sign for your parcel upon delivery, the courier will determine if there is a safe and secure location to leave your parcel at the delivery address. If they deem that there is not a safe spot to leave the parcel without your permission, they will deliver the parcel to the nearest collection point and leave a collection card of attempted delivery. You will then need to visit the declared collection point to collect your parcel. Please take your ID and the collection card with you. Please also check your tracking details (provided in your shipping confirmation emailed to you) for further updates.
Please take the collection card and your ID with you to collect this parcel as soon as possible. If you require further confirmation of the location of your parcel, please check your tracking link located in your shipment confirmation email.
If you notice that the courier has been unable to deliver your parcel and have updated your tracking information to "return to sender” (this can occur from time to time if the address is invalid, the person is unknown at the address or if the delivery driver has been unable to access the premises), please contact our support team at firstname.lastname@example.org for a resolution process.
We accept payment via VISA, MasterCard, American Express, Discover, Diners Club, Maestro, Pay Pal, Clearpay and Klarna.
We are strongly committed to protecting your privacy and providing a safe and secure online experience. We have taken measures to ensure that your credit card and personal details are kept safe at all times.
Yes – All prices are displayed in GBP, including VAT.
First, check you have entered the promotional code correctly. These are case sensitive and should not be followed by a space. Second, double check the terms and conditions of the promotion to ensure the promotion is still active and applies to the products you are looking to purchase. If you are still having trouble - get in touch with our Customer service team at email@example.com. In your message, make sure to include the promotion name and the product(s) you are interested in.
If you’ve forgotten to apply your promotion code we can still help, just email our Customer service team at firstname.lastname@example.org. In your message, make sure to include proof of your promo code. If we are able to verify the promo code we will apply a partial refund of the same value and deactivate your original promotional code.
We have a 14-day return policy, which means you have 14-days from the date of the last item in your order arriving to request a return. After this time, we are unable to accept a return.
We reserve the right to refuse the return if these conditions are not adhered to. You can find our full returns policy here.
If there’s an issue with your order, like it’s the wrong size, wrong colour, defective, or otherwise not exactly what you ordered, then simply notify us. If it's our mistake, we’ll will let you know how to send it back and we will process a refund to your original payment method.
You can request a return here. Enter your email address and order number, press start and follow the instructions.
We do not offer exchanges. If for any reason you didn’t get the exact product you expected, just let us know and we’ll get it sorted for you.
Once your goods have been received by our team, please allow up to 10 working days for your refund to be processed back to your original method of payment.
All refunds are processed back to your original method of payment. Once this occurs, Clearpay or Klarna will then contact you to confirm the refund amount depending on the number of payments you have made. For example, if you have only paid instalments of your total order value, you will only be refunded the partial amount paid with them, and then cancel the remaining outstanding amount. This may mean that you would receive a partial refund of your total order value as only that amount was captured from your linked credit card up to the refund date.
Yes, we welcome orders from businesses. However, please note that our consumer policies don't apply to business customers.
If you are a business customer, make sure you have read our B2B Terms of Service which you can find here.
We do not accept returns from business customers unless an incorrect item is delivered or an item is delivered damaged. In the case of an incorrect item being delivered we will organise for a collection from the delivery address. We will not be able to arrange a collection from any address other than the original delivery address.