FAQs

Where’s my order? 

Track your order by clicking on the link provided in your shipping confirmation email or by logging into your account and viewing your order history.

What if no-one is in?

If there’s no one in when we attempt to deliver your parcel, we’ll leave a card explaining what we did and what will happen next. Depending on the courier, you may be able to collect your parcel or arrange a redelivery.

Why is my order late?

Occasionally, delivery can take a little longer than expected. This can be due to a number of reasons such as weather disruptions, logistical issues, or customs delays. Please allow up to 10 working days for your order to arrive before contacting us.

I’m missing items from my order!

We're sorry to hear that you've received an incomplete order. Please contact our customer care team with your order number and the missing item's name and number. We will resolve the issue for you as quickly as possible.

Why was my order cancelled?

If we are unable to fulfil your order, we will cancel it and issue a full refund. This can happen for a variety of reasons, such as a problem with the item you ordered or a problem with our inventory. We'll always contact you if this happens.

Can I cancel or change my order?

We aim to process your order as quickly as possible, so once it has been placed, we are unable to make changes or cancel it. However, you can return any unwanted items for a refund once you have received them.

Incorrect items

We're sorry to hear that you've received an incorrect item. Please contact our customer care team with your order number and the incorrect item's name and number. We will resolve the issue for you as quickly as possible.

I didn’t return my item, but my tracking number says that my item(s) are being returned?

Please contact our customer care team with your order number and the details of the issue. We will resolve the issue for you as quickly as possible.

Faulty items

We're sorry to hear that you've received a faulty item. Please contact our customer care team with your order number and the faulty item's name and number. We will resolve the issue for you as quickly as possible.

Can I change the delivery address on my order?

We aim to process your order as quickly as possible, so once it has been placed, we are unable to change the delivery address. However, you may be able to contact the courier to arrange a redelivery or collection at a different address.