Frequently Asked Questions
If you can’t find the answer to the question on this page, email our customer service team on: [email protected].
Orders
Are all orders online?
Yes, as we are an online retailer you can only order online with us.
How can I pay for my order?
You can pay by the following payments cards: Visa, Visa Debit, MasterCard, Solo. We also accept PayPal payments.
How do I know you received my order?
Once you’ve placed your order with us, you will receive an order confirmation message, which includes your order number. This information will then be emailed to you, but could take up to 30 minutes to reach your inbox. Once our team has processed your order, you will then receive a second email confirming that your order has been dispatched.
What should I do if I receive a faulty or incorrect item?
We apologise If you have received an incorrect or faulty item. Please send us a message with order ID, the name of the item you were supposed to receive and any additional details to help us deal with the problem. Please return the item to us following the procedure stated in the ‘returns section’ and we’ll do our best to resolve this for you.
Returns
How long do I have to return at item?
If you are a customer in the European Economic Area (EEA), you have 14 calendar days to cancel your order. Please note that this cancellation period starts the day you have received all of the items in your order.
If you have received a faulty good or incorrect item, you have the right to return these goods and ask us to replace or receive a refund depending on the circumstances.
How do I return an item?
Please follow our easy step-by-step guide to returning an item:
1. Peel off the Royal Mail label from your returns note, and attach it onto your parcel
2. Complete the returns note that came with your parcel and pop it into the parcel with your return.
3. Take your parcel into any Post Office. Please look online for your closest post office. Most Post Office locations are open 7 days a week, with extended opening hours.
4. The return can be tracked using the tracking reference from your receipt at www.royalmail.com/track-trace.
5. Returns will be completed within 7 working days (excluding weekends and bank holidays).
6. We’ll send you an email as soon as we’ve completed your return, letting you know whether a refund or exchange has been processed. This is usually done within one working day of receiving your return back into our warehouse.
7. Any refund will automatically be issued to the payment method you used to place your original order. This typically takes 5 working days in the UK, depending on your payment method issuer.
Postage & Shipping
How long will it take for my order to be delivered?
Once the order has been processed, we aim to deliver it to you within 2-3 working days.
How much does shipping cost?
UK: £2.50
WORLDWIDE: £5.00