Answers to frequently asked questions
How do I return my item?
You are welcome to return an item, unused and with its original packaging, within 14 days of receipt of the item/s.
Our address and information on how to return your item/s can be found on our returns page.
Do I pay for the return postage?
It is down to the customer to pay for all return postage costs, unless the item is faulty or incorrect. If this is the case, please contact us before sending your goods back.
What happens if my returned goods are lost in transit?
We are not responsible for goods in transit returning to us. When returning your parcel we strongly advise that you either use a tracked courier service or keep your Post Office proof of posting receipt. It is very rare that a parcel is lost. You will automatically receive an email as soon as your return parcel is booked in to our Returns Department and if you keep an eye on your account it will inform you as to it's current status.
If I return my order for refund will you also refund the original shipping cost?
In line with the Directive on Consumer Rights you have a 14 day cooling off period in which to cancel your order in full. All items from your order must be returned within 14 days of receipt of the parcel, and we must also have in advance, a written request from you clearly stating that you wish to cancel the full order. We would then refund the full cost of the order including the original shipping charge.
This does not include the cost of returns, which must be covered by the customer, unless you have been provided with a free returns label or the item is faulty or incorrect- please then contact us to organise a prepaid bag/ collection of your goods.
If your return is posted outside the 14 day cooling off period, or if only part of the order is returned then the original postage will not be refunded.
How long will my refund take?
We aim to process all returns within a few working days once received, at peak times however please allow up to 7 working days. Once processed, you will receive an automatic confirmation email with the details of your refund. If you are waiting for a refund it is usually processed through by your bank within 5 working days after you receive the returns email.
Can I cancel my order?
If you need to cancel your order please contact us as soon as possible after you have placed it. We are only able to do this during the first stage of processing. If however your order has entered our warehouse system it will be too late and the order will dispatch.
Please make sure you have double checked the items, payment, and address details before placing your order.
If your order has already left us and it is too late for us to cancel your order, you may either choose to refuse delivery or follow our returns process to receive a full refund on the unused goods.
How do I change my details?
Any changes to your details can be made by visiting the ‘my account’ section of the website where you will able to change your name, email address, password, and address details.
How do I view my completed orders?
To view your completed orders simply visit the 'my account' section of the website.
Do I have to create an account?
You are assigned an account automatically when placing an order with us, but by creating an account will allow you to:
- Track and manage your orders
- Save multiple billing and delivery addresses to ensure a faster checkout
- Create and share multiple wish lists
What’s my username?
If you have registered an account then your email address will serve as your username. You will need your email address and password to sign in. If you are having trouble logging in, please click here to get a new password sent to you.
Do I have to pay for delivery?
Yes. If order is under £50 you will be charged a minimum of £3.95 for shipping. Other delivery options are also available, please visit our delivery page for further details.
Do you ship internationally?
Yes. Please proceed to the checkout for a list of countries we are able to ship to.
How do I track my delivery?
If you have chosen a tracked service you will be emailed the tracking information in your dispatch email. Please allow a few hours after dispatch before tracking your parcel, as the goods will need to reach a sorting hub and be uploaded into the courier system.
Unfortunately we cannot provide tracking information for orders sent on a non-tracked service.
What if I am not at home for the delivery?
A signature will be required on delivery for most parcels. If you will not be at home to receive the parcel you may want to choose an alternative shipping address such as a workplace or neighbour.
If you miss a delivery attempt and the driver cannot leave the parcel in a secure location then they will leave a card with information on how to have the parcel redelivered or where to collect it.
Do you dispatch on weekends or bank holidays?
Usually our warehouse will only dispatch between 09:00 and 17:00, Monday to Friday. You are welcome to contact us if you are unsure of the estimated arrival date