Frequently Asked Questions
We offer a standard delivery option across all of our products based on a base rate plus a small fee per additional item. You can find all the details about our Shipping rates on our Shipping page here.
We offer shipping all around the world thanks to our interconnected fulfilment partners. For more information on shipping, please visit our Shipping page here.
Every order is different, but most orders are shipped within 4-5 business days, but please allow upto 21 business days. This depends on where you are in the world and is subject to other external factors. You can track your order through the whole process on the tracking page in your account screen here. For more information on shipping, please visit our Shipping page here.
This is a hard question to answer because it will depend on where you are. In most countries, especially UK, USA and Mainland Europe, we have fulfilment centres within your borders, so you won’t be charged any additional fees, Customs Duty or Import charges. But there may be a few countries where this will apply. If you are unsure, please get in touch.
We know that you want your order as soon as possible; so we start processing your order as soon as it’s placed.
Unfortunately, once the order has been processed we’re unable to amend your delivery address.
It’s preferable that someone is in when the order is expected as we may need a signature. If not don’t worry; all of our couriers will try twice to get your parcel to you.
If they fail to get your parcel to you they will likely leave a calling card confirming whether the parcel has been left in a safe place, with a neighbour or when they will attempt to re-deliver.
We use a range of delivery providers, so there is no definitive answers as each company has their own process, but if they do fail to deliver your parcel after repeated attempts, you may be subject to re-delivery charges, subject to our Returns policy, but we will be in touch if this occurs.
If you’re missing an item in your order please see our Refunds and Returns page and let us know within 48 hours, making sure to include the following information:
- Order Number
- The missing items name and number
We will then be in touch to organise a replacement or refund shortly after.
If you’ve recieved the wrong item in your order please see our Refunds and Returns page and let us know within 48 hours, making sure to include the following information:
- Order Number
- The name and number of the incorrect item.
We will then be in touch to organise a replacement or refund shortly after.
If there is a faulty or damaged item in your order, please see our Refunds and Returns page and let us know within 48 hours, making sure to include the following information:
- Order Number
- The missing items name and number
We will then be in touch to organise a replacement or refund shortly after.
We use a range of couriers so it depends who delivers your parcel, therefore you may be asked to sign when using our delivery service.
Often is the case, most delivery partners try a range of ways to deliver (leaving in a safe space, with a neighbour, at a nearby pickup-location, attempted re-delivery) so do not worry.
Covid-19 Information: All our couriers offer contact-free deliveries. This means the driver can leave the parcel at the door with no hand to hand contact.
Unfortunately we’re unable to deliver to any PO Box addresses.
Yes, we absolutely can. Once you’ve filled out your billing address details in the checkout you’ll then be able to add an alternative delivery address.
Remembering this step is important as we can’t change this information once the order has been placed.
Please note we only offer returns on items that are faulty or sent incorrectly. We detail all this information on our Refund and Returns page here.
Please visit the Refunds and Returns page and fill in the contact form with the requried information, including Order Number, explain the problem, provide photographic evidence if available and your contact details.
This then gets passed to our support staff who will be in touch within 7 days with the next steps.
We do not offer returns unless there is a problem with your product – that being it is damaged, mislabeled or incorrect. As this is our fault, we offer full and free returns (we cover the shipping).
In any other case, we don’t offer free shipping as we don’t offer returns or refunds.
Please see our Refunds and Returns page for more info.
If there is a problem with your product/order that meets the requirements listed in our Refund and Returns Policy, you have 30 days from the date of your order to submit a claim. Anything after this date can no longer be processed.
Please see our Refunds and Returns page for more info.
It can take up to 7 working days for us to receive your returned items. Once received, we aim to process them within 7 working days. You’ll receive an email to let you know once this is done and the refund is issued.
Once you’ve received an email to say the refund has been issued, please then allow 7 working days for the funds to appear in your account.
This is all subject to our Refunds and Returns policy.
That’s easy! Jump on over to our Contact page for all the details of how to get in touch.
It can take up to 7 working days for us to receive your returned items. Once received, we aim to process them within 7 working days. You’ll receive an email to let you know once this is done and the refund is issued.
If you haven’t heard anything from us in 14 working days since sending your items back, then please Contact Us with your name and order number.
Unfortunately we’re unable to add or remove items from your order once the payment has been processed. If you would like to order more items, please place a new order.
Often is the case, we are unable cancel your order. But we always like to try and help. If you get in touch within a few hours of your order, we may be able to intervene and cancel your order if it has not made it’s way to the warehouse for fulfilment.
If your order has already been passed to our warehouse team, we will be unable to cancel your order. Please make sure that you wan’t to place the order before proceeding.
Absolutely, we use the ‘Verified by Visa’ and ‘Secure by Mastercard’ payment systems with our payment partners, utilising SSL/TLS security encryption and covered by PCI comliance.
We use Stripe to process our Credit/Debit card payments and Paypal to process Paypal payments. Google Pay and Apple Pay methods are provided again by Stripe.
For more information about our secure payments please visit our Privacy Policy page.
Unfortunately, in rare occasions a popular item might go out of stock when your order is being processed.
If this happens a full refund will be issued for the item that has gone out of stock. Depending on your bank, it will take 3-5 days for the money to appear in your account.
Shopping with us whilst being signed in is a much better experience. If you receive a message saying your email/password isn’t recognised then are a few things you can try;
- Make sure you are entering the correct email address and password that you registered your account with.
- If you can’t remember the above details, try re-setting your password by clicking on the ‘forgotten password‘ link on the sign in page. Enter your email address and we’ll send you an email with a link to follow where you can create a new password.
If you’re having trouble with resetting your password and still can’t sign in, please don’t hesitate to Contact Us and we’ll be happy to help.
If you’ve forgotten your password then getting back into your account is simple.
- Firstly go to the Sign In page and click the ‘Forgotten your password’ link. (We’ll send you an email to reset your password).
- Secondly go to the email we’ve sent and click on the ‘reset your password’ link.
- Lastly fill out your details and click ‘Reset Password’.
You’ll receive another email confirming that your password has been reset. Try to remember this one!
It’s easy, simply log into your My Account and select the relevant tab that you wish to update. You’ll then be able to change any of your personal details listed.
If you haven’t set up an account yet then scroll up to the top of the page and select the My Account icon (next to the basket), you can then follow the instructions from there.
Go to My Account and sign in.
You’ll find all your order history under the ‘Orders’ tab.
This will also include any previous returns.
Our policy is to provide a safe and secure shopping experience for our customers; therefore we have advanced firewalls in place to ensure the checkout is as secure as possible.
Regrettably, if there are a lot of background processes working on your browser, the system may not allow you to go through the checkout, or the webpage may not load correctly.
In the unlikely event that this happens to you, try clearing your browser history, ensuring that all cache and cookies are cleared. Once cleared you should be able to carry on with your order without further delay.
We update the website regularly and this includes updates of stock availability. In some instances, you may find an item shows the size you wish to order but you’re unable to add it to your basket, or, it may disappear from your basket after adding.
If you encounter this problem, please refresh the page. It may be that the item/size selected has sold out.
If you continue to have this problem, please don’t hesitate to Contact Us and we’ll be happy to help.
Don’t worry; go to your emails and you’ll have an email from us requesting confirmation of details. Remember to check your spam folder if you can’t find it!
The reason for this is that the card issuer has flagged some of the details that have been provided when purchasing. Once you’ve responded to the email and confirmed, everything will be checked again and as soon as these details have been accepted your order will be processed.
Go to My Account and sign in.
You’ll find all your payment methods under the ‘Payment Methods‘ tab.
Here you can delete any unwanted Payment Methods and add any new ones.
This can also be done during the checkout process.
If you have an account with us and want to receive our latest news and offers, then sign in into My Account and select the ‘Account Details‘ tab. Here you can tick the box to sign up to our emails.
If you haven’t set up an account yet, fill in the form on our e-mail signup page here to start recieving our latest offers and deals!