FAQ
When will my order be shipped?
Orders placed before 3pm will be despatched the same working day. If you order is after this time, it will be despatched the next working day.
For example, you order after 3pm on a Wednesday and pay for next day delivery - (Royal Mail Special Delivery by 1pm) this will be despatched on Thursday next day, which means it will arrive on Friday by 1pm.
Please note that delivery dates provided at checkout are an estimate only and cannot be guaranteed except for Royal Mail Special Delivery by 1pm.
*PLEASE NOTE ORDERS ARE NOT DESPATCHED SATURDAY OR SUNDAYS*
Do you offer next day delivery?
We offer a Next Day Delivery service to UK customers only. Your order must be placed before 3pm on the day of ordering to ensure it leaves the warehouse that day, to be with you the next day. You must choose the next day delivery service (Royal Mail special delivery by 1pm) at checkout.
I haven't received an order confirmation has my order gone through?
Once you have completed your order you will receive a confirmation e-mail with your order details within 24 hours. If you have not received an order confirmation e-mail then please check your junk folder as it may be hiding in there! If you're unable to locate this e-mail then please get in touch with us with the below information:
- a your order confirmation number
- your name and shipping address
*Please check your spam/junk mail as the email may go to your spam/junk folder.*
Can I amend my address once I've placed an order?
If you have already received the shipping confirmation e-mail unfortunately this means that we will unable to make any changes at this point. We dispatch orders as quickly as possible to ensure our customer service is the best. If you haven't received a shipping confirmation e-mail then please do get in touch with us via our contact us page to see if we can change the delivery address.
What do I do with my item has arrived faulty or damaged?
All items are quality checked before despatch. If you find your item is damaged or faulty, please get in touch with us as soon as possible via our contact us page with the following information:
- your order confirmation number
- Photo of the damaged area
- Photo of the tags and labels attached to the item
- Your shipping address
We will then be in touch with you to rectify this as soon as possible.
Why has an order been cancelled?
If you order has been cancelled, we will send you an e-mail explaining the reason for this.
Cancellations can be for two reasons. If the item purchased is unexpectedly out of stock and we are unable to fulfil your purchase or if there is an issue with your payment i.e the billing address does not match the address that with card is registered to or some of the payment information is incorrect or you try to make a high volume of transactions in a short space of time.
What do I do if I am missing an item?
All parcels are double checked before being dispatched so we apologise if we have made a mistake with yours.
Please double check your emails in case we have notified you that we are unable to fulfil your purchases.
If you have not received an e-mail notifying you of this, then please get in touch with us via our contact us page with a screenshot of your confirmation which item that you are missing.
Can I make changes to an order?
To cancel your order, or to request for the address to be changed. Simply contact us as soon as possible if you have not received your shipping confirmation email from us. Please provide us with the following
- your order number
- your full name and email address
- the order amendment you are requesting
Our team will do their best to try and amend this for you before your order leaves our warehouse.
If you have received a shipping confirmation email for us, this means that unfortunately we will be unable to make any changes to your order at this point.
How do I cancel my order?
If you have received a shipping confirmation e-mail from us unfortunately this means we will be unable to cancel your purchase at this point. However, we offer a 14-day UK return policy.
If you haven’t received a shipping confirmation email from us, please get in touch with us and we will do our best to assist with your request before despatch.
What do I do if I haven't received my order but it's showing as delivered?
In the event you have not received your order and tracking indicates it has been delivered, we will need to investigate this with our courier. Please can you contact us with your details and a short sentence to explain you have not received your order so we can investigate this.