ORDERSCan I cancel or amend my order?
Once you have placed an order, unfortunately we are not able to add any other products to it; you have to place a separate order. These orders might also be shipped separately.
We are unable to cancel individual items from your orders, we might be able to cancel your order if you contact us by phone on +44 20 3291 3134. Please note that we aim to ship on the same day orders placed before 1pm BST. Once it is shipped we can’t cancel the order.
Why my order has not arrived?
Once you have received the dispatch confirmation email, please allow the recommended delivery time stated at check out.
For Royal Mail delivery we recommend to Contact your local delivery/post office to see if they’re holding anything for you.
If you have a tracked shipping, please refer to the provider we have mentioned in the shipping confirmation email.
If you are still unable to locate your order, please contact us on firstname.lastname@example.org with your order number.
What shall I do if my order is damaged or incomplete?
We aim to make sure you receive your order in perfect condition, but if your order arrives damaged, please email photographs as soon as possible – including details of signs that the outer parcel has been tampered with. Please send the images to email@example.com mentioning also the order number, so we can organize to send out a replacement if necessary.
Please keep the product and packaging until the issue has been resolved.
If your shipment has missing products, please contact us immediately on firstname.lastname@example.org with picture of the parcel. We will verify with the warehouse and arrange dispatch of the relevant product as quickly as possible.
What shall I do if I have received an incorrect product in my order?
We aim to get your order right every time but we do occasionally make mistakes.
Please contact us and send us a picture of what you have received to email@example.com. We will help you arrange to send your product back and receive your correct order. Since we mistakenly fulfilled your order, we will ask you to pay for the return of the product and we will refund you. Please keep any proof of postage so we can be sure we are refunding you the right amount once we receive the wrong product back.
Why I have not received the order confirmation email?
We recommend that you check your spam folder; otherwise you can always check a summary of your order under Your Account. If you have more concerns you can contact us firstname.lastname@example.org
What if the product I want is sold out?
Some of the products on our website do sell out quickly; however, we regularly restock our website so we recommend checking regularly.
My order was confirmed but you emailed me that my product is now out of stock. What happens now?
Although this doesn’t happen often, but unfortunately your product was out of stock at the moment your order was fulfilled. We will cancel the product from the order and you will be not charge for it.
We regularly restock the site so we hope you will be able to purchase it at another time.
Why is my promotional code not working?
We recommend checking that you have qualified for the promotional code that you are using by checking that the correct products are included or that you have reached the amount necessary to qualify for a discount.
Please note that shipping costs are not included in any spend requirement for a promotion and that you can’t use more than one promotional code per order.
What payment methods do you accept?
We accept all major credit cards: Visa, Mastercard and American Express. If you are using a credit card belonging to someone else, please remember to ask permission.
Do you store my credit or debit card details?
We are using Stripe payment provider and your payment details are not stored on our site. Our site is Tokenized. Tokenization is the process Stripe uses to collect sensitive card or bank account details, or personally identifiable information (PII), directly from the customers in a secure manner. This ensures that no sensitive card data touches our server and allows us to operate in a PCI compliant way.
Why was my payment rejected?
We would recommend checking that you have entered your card details correctly or that the card is not expired. Please also make sure that the billing address on the card matches the billing address you entered. Otherwise we would suggest contacting the bank that issued your card.
My order did not go through but I think you have charged me?
When you enter your card details to pay for your order, your bank automatically deducts the money from your available balance although it is not actually taken from your account until we despatch your order.
If we do not despatch your order, we do not charge you and the money is automatically put back onto your available balance by your bank. This usually takes around 3-5 working days but the exact timeframe does depend on your card issuer and your bank.
If you are still concerned, please reach out to us on email@example.com
I am buying from country other than the UK, how will I be charged?
Currently we are only able to accept payments made in UK sterling. If you are using a card in a different currency you will be subject to the charges and exchange rate of your card provider.
I have been charged Custom / VAT duty
Some countries might charge Import Duty or local VAT on your purchase. Unfortunately, we have no control over these charges or the costs applicable as these vary from country to country. We recommend you contact your local customs office to find out more about any possible charges you may be required to pay.
What happens if I reject my delivery because of customs?
We reserve the right to recover our costs of delivery and returns for orders rejected due to customs charges.