FAQ

DELIVERY COSTS AND TIMINGS

 

How long will my order take to arrive?

Due to the high volume of orders we are experiencing and additional COVID safety precautions we have in place, we are expecting orders to take a little longer than usual. 

Warehouse Processing Time:  3 - 5 business days + Courier Shipping time

You will receive your tracking details when your order has been processed and ready for collection from the courier. Please allow 24 hours for your tracking number to activate. 

 

How much will I be charged for shipping?

The cost of shipping will depend on your delivery address. After entering your delivery address at check out you will be able to view the delivery options available to you and their cost.

PLACING ORDER

 

I have not received a confirmation email?

Firstly, please check the email address that you entered at check out is correct.  If so, please check your junk mail too, if it's still not received after 4 hours of placing your order then you can use the CONTACT US section and we'll look into this for you. Please send us the full name used on your order to help us locate it.

 

I received an email to say my order was unsuccessful.

We're sorry that your order was unsuccessful, there are various reasons that this can happen but it is related to the billing information provided. If you wish to reorder we would recommend to verify all billing information including name and address before placing your order again, and/or use an alternative payment method.

 

Your card has not been charged for this order, however it may have been authorized* – this will automatically be reversed within 48 hours as your order has now been cancelled.

*An authorization is a temporary hold of funds on your credit/ debit card. For instance when you purchase a product using card payment the bank will 'hold' the money on behalf of to ensure there are enough funds to be charged when the order is confirmed.  This may reflect as a transaction on your account but no funds have been taken from your account.

I can't checkout with some of the items in my basket.

This may mean that the product is now out of stock. The product may have been available when you added it to your basket but by the time you have completed the checkout process the product is now no longer available. The site will 'save' this item in your basket, but will not reserve the stock. Unfortunately, this is more common during sale periods and product launches when products are in high demand.

 

Certain products are also unavailable in specific countries due to shipping restrictions however you should see a message alert in your basket if we cannot ship a product to your delivery address.

ORDERS AMENDS AND CANCELLATION

 

Can I cancel my order?

Unfortunately cancellation requests cannot be considered. We aim to ship your order as soon as possible so please take extra care when selecting your items.

Can I change the shipping address on my order?

If you have made an error in your shipping address please let us know as soon as possible via the CONTACT US section using the email address associated with your order. Please also include your order number AND the correct address.

 

If your order has already shipped, and you have your tracking details we would also recommend you to contact your courier to advise them of the address update. We will try our best to make any updates to your address, however depending on the status of your shipment it may not be possible.

Can I change the items on my order?

Unfortunately, we cannot amend orders, we would love to be able to change this for you, however, this is not possible after the order has been submitted to our warehouse to be processed. 

ISSUE WITH ITEMS RECEIVED

I received damaged products.

If any items in your order have been received in an unsatisfactory condition, please let us know within 7 days of your order being received. Please send your order number, and clear photos of the damaged item alongside your pack slip using the CONTACT US section. Please contact us using the email address associated with your order.

 

Please note we cannot consider cases reported after 7 days of the receipt of your items. Please do not dispose of the items as you may need to return them to be eligible for a refund.

We monitor return activity for abuse and reserve the right to limit returns or exchanges.

 

I have items missing from my order.

We're sorry to hear you have not received your complete order. Please use the CONTACT US section to send us your order details and details of the item/s missing, along with a picture of your packing slip so we can resolve this for you. Please contact us using the same email address associated with your order.

 

Please contact us within 7 days of receiving your order, cases reported after this timeframe may not be eligible for review.

We monitor return activity for abuse and reserve the right to limit returns or exchanges.