Frequently Asked Questions:
Where’s my order?
UK: For most orders over about £60.00 we use tracking in the UK, and you should get an email confirming the tracking number. For orders under £60.00 please allow 7 days before contacting us.
USA, Europe, and Rest of the World: Items under £50 are often sent untracked unless an expedited service is requested. Delivery times are approximately 2 working days expedited. Standard mail USA 10 to 14 days and Europe 5 to 10 days.
What’s my tracking number?
You should receive a tracking number in an email. If not please check your spam and junk mail before contacting us.
You are sold out - when will the item be back in stock?
We try to keep our most popular items in stock. If something you like is out of stock, you can email us, and we will try to give you an estimate of when the product will be back.
Can/how do I cancel my order?
We're sorry that you want to cancel your order! Please send us an email straight away (you can contact us here) if you would like to cancel. We dispatch orders on the same day (excl. bank holidays and weekends) so the sooner you let us know, the better. If we have not yet dispatched your order then we will refund you. If we have, then we will give you return instructions.
Can I change/add to my order after it's placed?
Unfortunately, as our warehouse team packs and ships parcels quickly after the orders come through, we cannot amend placed orders. We recommend cancelling/returning your order and placing a new one.
Why has my card been declined?
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card does not, for any reason, authorise payment then you will be notified of this immediately at the checkout. A common reason for orders being declined is due to the billing address details being entered incorrectly. Please ensure that in the 'billing address' section, the address to which your bank statements are sent is entered. For full details of why the payment was declined, please contact your card issuer.
There is something missing from my order, what do I do?
A common reason for this is that parts of the order may have been sent separately. Please wait 24 hours before contacting us if you think your items might have been sent separately, as the second parcel often shows up the next day. Sometimes items from parcels are stolen, so check if your parcel was left in a public place, and if it looks ripped/torn. If we have missed an item in your order, please let us know whether you would prefer us to refund you for that item, or send you a replacement.
My item is damaged, what do I do?
Please email us, providing an image of the damaged item. If the damage is fixable, we usually offer to cover the costs of the repair provided it's reasonable. If the damage is significant, then we can either refund you, or send you a replacement (if the item's still in stock).
I received the incorrect item with my order, what do I do?
We aim to get your order right every time but we do occasionally make mistakes. If the item you received is not what you originally ordered, please email us giving us your name, shipping post code and what you have received. If you are within the UK or Europe we will then issue you with a free returns label so you can post it back to us. For International customers we will refund the postage costs for returning the goods. Then let us know whether you would prefer for us to send the correct item, or refund you.
Where is my confirmation email?
As soon as you place an order, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder or double check you entered your email address properly. If you still haven’t received it after 12 hours please contact us.
What payment types can I use?
We use Braintree by PayPal to process our payments, which means we accept most major credit or debit cards. These include - Visa, Visa electro, AMEX, Master Card and UK Maestro. We also accept PayPal, Apple Pay, Google Pay, and Amazon Pay, among others. Contact us if you are not sure about your preferred payment method.
How will you refund me?
We refund you using the same method you used to pay, and it is instant for most payment methods. Some can take 3-5 days to go through - it depends on the method you used.
My coupon code isn't working, why not?
Enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the 'Coupon code' box. Once you've entered the code, click on 'Apply' and it will add the code to your order. When the code has been applied to your order, you'll see the coupon value and the total of your order will change to reflect the code.
You must enter the coupon code when you are checking out as it can't be applied later. If you find that your coupon code isn’t working then please consider that you can only use one coupon code per order, and that our codes have expiry dates.
Your phone number isn't working/can't be contacted on. How do I contact you?
If you are in the UK, type the number out like this: 020 8361 3555
If you're calling from the abroad, type it like this: 00 44 20 8361 3555
From anywhere else, find out your international access code (for example 011 from US/Canada, or 00 from Europe), followed by the UK 44 country code, followed by '204 502 8623', e.g. 00 44 20 4502 8623.
(Please note that we do not affect the call charges, that is down to your network.)
We have two lines for our phone so can usually take calls, but if you can't get through (this may happen in peak times, e.g. the Christmas period) then please email us at: firstname.lastname@example.org. We are available on the phone from 9am till 5.30pm Monday - Friday GMT, excluding bank holidays.