Delivery & ReturnsUpdated 3 days ago
Can I get my order tomorrow?
Our shipping cut off for next day delivery to UK destinations is 4pm. Monday to Friday.
Orders placed after 4pm will be processed the following business day.
Please note: all orders placed on a Saturday, Sunday and public holidays will be processed the following business day.
Please note that certain parts of the UK can only be reached via a two-day service; this is post code/carrier dependent. For further clarity see our shipping page or the checkout page on placing your order.
When will I get my order?
Our standard shipping is one to two business days.
Please always refer to your tracking link in your Shipment Confirmation email.
In some cases, deliveries may take longer. This could be due to safety precautions in our fulfilment centre, or delays in transportation.
How do I make changes to my order?
After placing your order you have 15 minutes to make amendments before the order is released to our warehouse for processing. Once released, as we work quickly to pick and pack your items, your order cannot be amended.
You can always return any unwanted orders to us for a refund subject to our Returns Policy.
How do I place an order?
We love the fact that you want our products so we make it easy for you to order online.
Just find the products you like and add them to the cart.
Then carry on shopping or checkout if you've got everything you need.
Saved addresses and payment options will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you can enter the details manually.
Check everything is correct and you're good to go.
You'll get an email as soon as the order is on its way.
Can I place an order to a different address?
Absolutely, you can select a delivery address at the checkout stage.
Your order will automatically default to any saved addresses, but you can also choose to add a new one.
How will I know when my order has been despatched?
We'll send you an email as soon as it's on its way with a link to track your order. You can also check the order in your account.
What is the status of my order?
Keep track of your orders in your account.
Log in, choose the order your want and you'll find all the information on its progress there. You'll get an email as soon as it's on its way.
What do I do if I've ordered the wrong item
After placing your order you have 15 minutes to make amendments before the order is released to our warehouse for processing. Once released, as we work quickly to pick and pack your items, your order cannot be amended.
You can always return any unwanted orders to us for a refund subject to our Returns Policy.
What delivery options do you offer?
All our delivery options can be found on our Delivery Information page.
Where is my order?
Your account will show any previous orders you’ve placed.
Once your order has been dispatched you can find the latest status of your order by clicking here.
Click on the order you want to view to find out more.
If the order has been sent tracked then you’ll be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
For more information send our Customer Service team a message.
When will my order get delivered?
Please refer to the shipping page for cut off times for same day shipping, as well as the expected delivery times from when you placed your order.
To get the latest status updates on your order please use the tracking link at the bottom of the page
You can get more information from our Customer Service team.
Why was my order not shipped?
All stock depends upon availability.
We want you to be able to order and receive the products you love effortlessly, so we'll always aim to let you know if an item is out of stock.
Now and again there may be an unexpected delay. If that's the case, we'll let you know right away.
What happens if I am not at home to accept my delivery?
Don't worry, if your order can't fit through the letterbox or requires a signature and you're not at home.
Prior to delivery the carrier will contact you advising when the parcel is expected to be delivered. In this email the carrier will offer you the option to create an account which allows you to provide 'leave safe' options, such as leave with Neighbour at No.43.
We always recommend that you always provide leave safe options for your deliveries.
How do I track my order?
Once your order has been dispatched you'll be emailed a link to track your order [if you can't see it then please check your SPAM folder]
You can also check the status of your order by clicking here.
I want to return my Order
Under the Consumer Contracts Regulations, you have the right to cancel your order for any item purchased online for a full refund.
Cancelling an Order Before Dispatch
If you have not yet received your order, please contact our Customer Experience Team at [email protected] as soon as possible to arrange a cancellation before the order is dispatched. All orders can be cancelled anytime prior to processing. Once an order has started processing it cannot be cancelled or amended at that stage.
When the order has been processed, you will receive an order confirmation email which will include a photo of your order.
For subscription orders, customers are notified at least 2 days prior to renewal to allow time for amendments or cancellations. All cancellation requests must be made in writing, quoting your order reference number.
Returning an Order After Dispatch
If your order has already been processed and dispatched, you will need to return the goods following our standard returns procedure. To initiate a return, contact our Customer Experience Team at [email protected], who will guide you through the process.
You are responsible for the return shipping cost, unless the item is damaged or faulty.
If your order is:
Not collected from a pickup location within seven days,
Rejected upon delivery, or
Cancelled after being picked and packed by our warehouse,
then your refund will be the purchase value minus £10, to cover carrier costs for returning the parcel to us.
Once you’ve informed us of your decision to cancel, you will have 14 days to return the item to us.
When we receive your returned item, we will issue a full refund, including standard delivery costs, less the returns handling fee.
Please note that upgraded delivery options (e.g. DPD Next-day delivery) are not refundable.
Please ensure items are returned in their original condition. You may inspect products as you would in a shop, but we may reduce your refund value if the item shows signs of use beyond what is necessary to check the product.
Items Excluded from Returns
For safety, hygiene, or practical reasons, the following items cannot be returned unless faulty:
Perishable goods
Sealed health or hygiene products that have been opened
Personalised or made-to-order items
If you believe a product is faulty, please contact our Customer Experience Team at [email protected].
All returned items are inspected by our Quality Assurance team. If the above criteria are not met, we are unable to issue a refund. We reserve the right, at our discretion, to determine whether returned merchandise is in a saleable condition.
Refunds are processed within 3–5 business days of receiving your return and will be issued to the original payment method used for the purchase.
Items are different to what I ordered
We're sorry to hear you've received the wrong products.
It shouldn't, but it does sometimes, happen. We'll fix it though.
Just send us a message via live chat.
Let us know, the order number, what your received and what you should have received.
As soon as we've looked into what's happened we'll email you.
I've not received all of the items ordered
We're sorry to hear you didn't get all your order. Sometimes things can go wrong. Don't worry though, we'll fix it.
Just message us via your account, telling us your order number, what you received and the missing item.
As soon as we've looked into what's happened we'll email you.
My order arrived damaged
We take pride in our products so we’re sorry to hear you’ve received a damaged product. Don't worry though, we can help. Please message us via live chat. Please keep the product.
We may ask for photos of the damage to the parcel and product(s) to ensure it doesn't happen again.
As soon as we know what’s happened, we’ll email you.
I haven't received my refund
Your refund should be returned to your account within five working days. We'll also notify you via email when it's on its way.
If you don't receive your refund within 10 working days, please contact our Customer Service team via your account.
Can I return a product if I no longer want it?
We want all of our customers to enjoy their products, so if you’re not happy with your order you can send it back to us.
Returns Policy
Under the Consumer Contracts Regulations, you have the right to cancel your order for any item purchased online for a full refund.
Returning an Order After Dispatch
If your order has already been processed and dispatched, you will need to return the goods following our standard returns procedure. To initiate a return, contact our Customer Experience Team at [email protected], who will guide you through the process.
You are responsible for the return shipping cost, unless the item is damaged or faulty.
If your order is:
Not collected from a pickup location within seven days,
Rejected upon delivery, or
Cancelled after being picked and packed by our warehouse,
then your refund will be the purchase value minus £10, to cover carrier costs for returning the parcel to us.
Once you’ve informed us of your decision to cancel, you will have 14 days to return the item to us.
When we receive your returned item, we will issue a full refund, including standard delivery costs, less the returns handling fee.
Please note that upgraded delivery options (e.g. DPD Next-day delivery) are not refundable.
Please ensure items are returned in their original condition. You may inspect products as you would in a shop, but we may reduce your refund value if the item shows signs of use beyond what is necessary to check the product.
Items Excluded from Returns
For safety, hygiene, or practical reasons, the following items cannot be returned unless faulty:
Perishable goods
Sealed health or hygiene products that have been opened
Personalised or made-to-order items
If you believe a product is faulty, please contact our Customer Experience Team at [email protected].
All returned items are inspected by our Quality Assurance team. If the above criteria are not met, we are unable to issue a refund. We reserve the right, at our discretion, to determine whether returned merchandise is in a saleable condition.
Refunds are processed within 3–5 business days of receiving your return and will be issued to the original payment method used for the purchase.
What happens once my item is returned?
Once received, we'll refund the amount for the returned goods less the processing fee and send you a notification via email.
This can take three to five working days from the date we receive your return.
What is the Companies Returns policy?
Please refer to our Returns Policy page for more information.
If this doesn’t answer your question then our Customer Service team is on hand to help.
You can contact them via your account.
Do you ship internationally?
Please see our Delivery and Returns page for countries that we ship to.
How much does it cost to ship to my country?
We currently ship to over 30 country's world wide. You can view details about the specific countries we ship to on our Delivery and Returns page.
My parcel shows as delivered, but has not been received - what can I do?
Please use the tracking information provided which will show where your parcel has been delivered to.
Please check with any immediate neighbours and in any previously requested safe places.
If the parcel is still missing, please inform our Customer Services team as soon as possible so that we can investigate.
Once we find out, we'll email you.