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FAQs

Account Queries

Do I need to create an account to place an order?

No, you can still place an order without an account. We have a guest checkout option that allows you to place an order without additional information. There are many benefits to creating an account, however, like seeing your order history to make purchasing your favourite items easier.  

How do I gain access to my account?

You can sign in to your account by clicking “Sign In” at the top of our website. You can enter your email address and password here.

What do I do if I forget my password?

You can reset your password anytime through your Account Sign In. You will be able to find your ‘Forgotten Password’ link and follow the steps to create a new one. You should receive an email with instructions.

Order Queries

How do I know if my order went through?

You will be able to see an ‘Order Confirmed’ screen upon completion with your order reference number. You will also receive a confirmation email. If you have an account, you will be able to see details of your order in your account area.

You will also receive a shipping confirmation email when your order has been dispatched.

If you haven’t seen any of this despite placing an order, please contact a member of our team to help.

How can I find my order information?

You will be able to find information on all your orders in your account area, including previous ones. You will also have details of any orders on your confirmation emails.

I placed an order, but my items haven’t arrived yet.

All orders are sent via Royal Mail First Class, but it can take up to 14 days to receive your order. If you haven’t received your order within 2 to 3 working days, double-check the shipping details you provided to make sure they’re correct.

If all details are correct and your order hasn’t arrived after 14 days, then please contact our customer services team so that we can offer urgent assistance and track your package.

Does my product include warranty?

You can find information on all our warranties over at our warranties page.

The item I want is out of stock. When will it be back?

We always try to ensure our products are never out of stock, but items can sell out. If your chosen item isn’t available, you can set up email alerts to make sure you’re notified when your item is back in stock.

If you’d like to speak to us about an out-of-stock item, you can also contact us.

I want to cancel my order. How do I do this?

After your order has been confirmed, we need to be told as soon as possible that you’d like to cancel your order before it is processed and dispatched. We will need to be notified before 4:00 pm on the day of order placement. If left until after this time, we may not be able to cancel before dispatch.

Contact us with your order number to request a cancellation.

If your order has already been dispatched, you can still request a return and refund. You have 30 days to arrange this and should ensure that items are unopened.

How do I change the delivery address on my order?

Please contact us as soon as possible if you’d like to change the address given with your order. We will try our best to amend to a new shipping address before dispatch takes place.

If your order has already been dispatched (you will receive a dispatch email), we, unfortunately, cannot change your address. In this case, you can arrange a return to us for us to re-send to a new address.

Can I view my order history?

Yes, you can view all past orders within your account area (provided you have an account). Log in to your account and view your history under the ‘My Orders’ tab.

How can I reorder items I’ve had before?

Within your account’s order history, there is a ‘reorder’ button beside each item you’ve had before. You can click this, and the item will be added to your basket.

I would like to apply a discount code to my order. How do I do this?

During the checkout process, there will be an empty box for discount codes on the right-hand side of the screen. Enter your code here, and select ‘apply’. This will update your cart value automatically, and you can then proceed with the checkout.

Can I use more than one discount code?

You can only use one discount code per order. You also can’t use reward points as well as a discount code.

Shipping Queries

Can I track my order?

For items under the value of £50, these will be shipped in the UK with Royal Mail First Class, and there will not be a tracking code. You will receive a confirmation when your item has successfully been delivered, but you will be unable to track it before this.

For items over the value of £50, these will be shipped in the UK with Royal Mail Tracked 24 Hour service. This can be tracked within your account area using the tracking code supplied on email.

You do also have the option to upgrade your shipping to the tracked service for an extra £1.99.

Any orders sent outside of the UK will be sent on a tracked service and will also require a signature for delivery.

How do I find my tracking code?

Your code can be found on your confirmation email or within your account area if your package is on a tracked service. If you have not received a code despite opting for a tracked service, please contact a member of our team.

How long will it take for my order to arrive?

For UK Royal Mail delivery, you can expect 1-2 working days.

How quickly can I expect my order to be dispatched?

Your order will be dispatched on the same day if placed before 4.00 pm, Monday to Friday. If you place an order on a Saturday or Sunday, then this will be processed on the Monday.

If placed on a Bank holiday, your order will be processed the next working day instead.

How do I know whether my order has been dispatched yet?

When your order has been successfully dispatched, you will receive a shipping confirmation email. Until you receive this email, your order won’t have been dispatched.

If you believe your order should have already been dispatched, but you haven’t received an email, please contact our team.

Payment and Billing Queries

Which card types do you accept?

We accept Visa, Mastercard, American Express, and all other major credit cards.

Do you accept payment through KLARNA?

Yes, you can opt for Buy Now, Pay Later with KLARNA. You can select this as your payment method during the checkout process. You will then be redirected to the KLARNA website for approval.

My card payment has been declined. Why?

It may be possible that your billing or card information has been entered incorrectly. Be sure to double-check that all information entered is correct, including the address your card is registered to. If you have a different shipping address to your billing address, make sure you have entered the correct billing address.

Double-check the card details you have entered, including the CV2 code, to ensure all is correct.

We accept all major credit cards, but it’s also worth checking whether we accept the card method you are attempting.

If ordering from a country outside the UK, you may also need to check with your bank that international purchases are permitted with your card of choice.

If none of this resolves the issue, then please contact a member of our team to help.

Problems with My Order

My order has arrived, but there is a mistake/items missing. What do I do?

If your order has arrived with items missing or any other mistake, please use the contact page to speak to our customer services team. Have your order number ready and details of the problem. We will work to resolve the issue as soon as possible.

I have a problem with an item I bought from you. What do I do?

Please get in touch with us anytime regarding problems with products you’ve purchased from us. You can log an official ticket with our customer services team, and a member of our team will then be in touch to resolve the problem.

If your item is faulty, we may require the item to be returned to us for further investigation. If this is needed, we will provide a returns form and cover the postage cost.

Your products will also be protected by a warranty period, details of which you can find over at our warranties page.

My order has arrived damaged. What do I do?

Contact us immediately if you’ve received any broken or damaged items. We need to be notified within 14 days of product delivery if your item is damaged so that we can resolve the issue. Any contact outside of this 14-day window may result in us being unable to help.

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