Frequently asked questions
Issues with my order
We are sorry to hear there is an item missing from your order. Please email contact us quoting your order number, within seven days of receiving your order. All packages are recorded for weight before they leave so we can track the correct number of items in the package.
We are sorry you have been sent the wrong item. Please get in touch with us; once investigated, we will send you a free returns label to return the item and arrange for the correct item to be sent. If the item is out of stock, we will arrange an alternative or a refund.
If your order or part of your order arrives damaged, please contact us quoting your order number within seven days of receiving your order. You may be eligible for compensation from the Royal Mail. Compensation is based on actual loss, where evidence of posting and value are provided, up to the maximum of £150 or the market value, whichever is the lower of these.
Any claim for loss cannot proceed unless 10 working days or more have passed since the item was due to be delivered (7 working days Royal Mail Tracked items and 5 working days for Special Delivery Guaranteed). Working days are Monday to Saturday excluding Public and Bank Holidays (Monday – Friday for Special Delivery Guaranteed). Claims must be made with the Royal Mail within 80 days of the date they were posted.
The Company and its affiliated brands reserve the right to enhance, improve, or update products without causing significant differences.
Orders
We are happy to change or cancel orders in accordance with the distance selling regulations. Please contact us as soon as possible to arrange order amendments or cancellations. We will aim to amend any orders before packing or dispatch. If we have already dispatched the order, we will have to wait until you return the item(s) to us for an exchange or refund. Please note that if the item is already on the way to you via the Royal Mail and you have notified us per the distance selling regulations, we request you return our goods before we refund you. You are fully entitled to a refund of the product, but we are also entitled to charge a postage and packaging fee for costs incurred.
We aim to process orders as quickly as possible, usually on the same business day. Orders placed before 4 PM (Monday–Friday) or before 10 AM on Saturday are typically dispatched the same day.
Please note that processing times may be longer during peak periods (such as product launches, holidays, or special promotions). You’ll receive an order confirmation email once your order is placed, and a tracking number will be sent once it has been dispatched.
Your billing address and shipping address do not need to match. However, billing and shipping addresses must be in the same country for security reasons.