Frequently Asked Questions
When will payment be taken for my order?
Your payment will be taken immediately and you will receive an email confirming that your order has been successful.
Can I amend or cancel my order once it has been placed?
You cannot edit your order once it has been placed however you are able to cancel your order until the point is it dispatched. To cancel your order please contact our Customer Service Team by emailing firstname.lastname@example.org
How long will it take to receive my order?
Delivery times will vary and items may be sent out in more than one package to get them to you as quickly as possible. Please visit our Delivery Information page for further details of delivery times.
I received the wrong product. What do I do?
We try to pack all of our orders quickly and accurately, however an occasion may arise where we have shipped the wrong product by mistake.
If this has occurred, please contact our Customer Service Team by emailing email@example.com as soon as possible so that we can sort it out for you.
Why have I only received part of my order?
If you have ordered more than one item, your products may be sent out from multiple locations or if your order was made up of multiple parcels these may have been separated during processing with our couriers and therefore may arrive separately.
If you have tracked your parcels and items are missing, please contact our Customer Service Team by emailing firstname.lastname@example.org as soon as possible so that we can sort it out for you.
My parcel arrived damaged. What do I do?
If your order has arrived damaged please contact our Customer Service Team by emailing email@example.com. Please ensure you provide details to the damage including images showing the damaged goods and the condition of the box it was delivered in and our Customer Service team will then provide you with information regarding next steps.
What is the returns, exchange or refunds policy?
You can return unwanted products up to 14 days after you have received your order. Items must be returned unused and in the original packaging.
Faulty items should be returned within 28 days after you have received your order.
For more details on our returns policy, please visit our Returns Page
How long does it take to process a refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 10 business days.