Delivery & ReturnsUpdated 7 months 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?

We work quickly to pick and pack your items. Unfortunately, this means your order cannot be amended, once you've placed it. 
We may be able to cancel it though if you let us know quickly enough. 
To cancel and replace your order log-in to your account. 
Select the order you wish to cancel (either an individual item or the whole order). 
We'll let you know within the hour if the cancellation has gone through. [check this is automated]
You can always return any unwanted orders to us for a refund via our Returns Policy. 

Can I amend or cancel my order? 

We work quickly to pick and pack your items. 
Unfortunately, this means your order can't be amended. 
This includes swapping products or changing payment methods. 
However we can attempt, but cannot guarantee, the cancellation of your order if the request is in good time after the charge has gone through. 
If you want to try and cancel so that a new order can be placed, then you'll need to log-in to your account. 
Select the order you wish to cancel and you'll see that you can choose to cancel individual items or the whole order. 
We'll send you an email within an hour to let you know if the cancellation worked.

You can always return any unwanted orders to us for a refund. 
See our Returns Policy to help you get the order back to us instead.

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 

We work quickly to pick and pack your items. Unfortunately, this means sometimes your order cannot be amended. 
This includes swapping products or changing payment methods. 
We can attempt, but not guarantee, the cancellation of your order if you give us enough time after you've been charged.
You can always return any unwanted orders to us for a refund via our Returns Centre.

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. You should receive a calling card from the courier. This will let you know where your parcel is and how to arrange re-delivery or collection. 

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 

We offer a refund if the product is returned to us within 30 days of delivery. 
To be eligible the product must be in an unopened/unused products which are in an entirely re-sellable condition. Returns are free.  
To register you return, click on the Create and Track your return at the bottom of the page
Choose a carrier on the portal to post your return and we'll do the rest.
Once received, we'll refund the value of the returned goods to you.
This can take three to five working days from the date we receive the return. 

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. 
We offer free returns on all unopened/unused products which are in an entirely re-sellable condition within 30 days. There's a self-serve option to let you process your return quickly and easily. Simply follow the steps outlined in the returns policy

What happens once my item is returned? 

Once received, we'll refund the amount for the returned goods 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.