Customer Care
Black Friday FAQs
Delivery
How long does delivery take?
As we are currently processing a very high volume of orders, please allow up to 14 days for the delivery of your order.
Why is my Order Still in Processing?
Our warehouse aim to process all orders as quickly as possible. During busy times, please allow a few more days than normal for this. You will receive a dispatch confirmation email, once your parcel has been shipped.
Why hasn’t my tracking updated?
Due to the high volume of orders our couriers are currently processing, we have been seeing a delay in parcels being scanned into the couriers’ systems. However, the tracking details will be updated as soon as further transit information becomes available and you will then receive an expected delivery date.
It’s been over 14 Days, but My Parcel Hasn’t Arrived
We’re so sorry to hear this. We’d recommend checking your emails, including your spam folder, for a dispatch confirmation email with your tracking information. If you’re still unable to locate your parcel, please contact us at [email protected] with your order number and we will look into this ASAP for you.
Order Query
How can I Cancel my Order?
We aim to process orders as quickly as possible, but if you’ve changed your mind, we can cancel your order within the first 12 hours. After this point, we can help you find an alternative solution. Please send us an email at [email protected] and we’ll be happy to help you.
Why is my order ‘on hold’?
If your order is marked as on hold, this means that your order is currently being processed by our warehouse. Your order will be marked as completed, once this has been shipped. You will also receive a dispatch confirmation, along with your tracking reference, once your order has been completed.
How Can I Amend the Products in my Order?
We’re unfortunately not able to amend your products after an order has been placed. If you no longer wish to receive the items you ordered, please send us an email at [email protected], so we can look into cancelling your order.
How Can I Amend my Shipping Address?
We can amend your shipping address within a limited time frame. Please contact us at [email protected] with your new address and we can check whether we’re still able to update this.
I Haven’t Received a Confirmation Email
If you’ve placed an order, but haven’t received a confirmation email, please check your spam folder, as these emails can sometimes be sent here. If you still can’t see your confirmation, please email us and we’ll be happy to resend it.
Order Issue
I Received a Damaged Order
We’re sorry to hear that your order arrived damaged and we’d love to help with this! Please email us at [email protected] with a picture of how you received your parcel and we will rectify this ASAP.
One of the Items I Ordered is Missing
We’re so sorry to that your order arrived incomplete and we’d love to help with this! Please email us at [email protected] with a picture of how you received your parcel and we will rectify this ASAP.
I’ve Received the Wrong Item
We’re so sorry to hear that! Please email us at [email protected] with a picture of how you received your parcel and we will rectify this ASAP.
Payment and Billing
Why Can’t I Use My Discount Code?
Discount codes can’t be used in conjunction with another offer. As our products are already discounted site-wide, any additional discounts can’t be applied until after our current promotion has ended.
Website
When Will a Product Become Available Again?
Our products can sometimes fly off our shelves, quicker than we can restock them. We always try to make restocks available as soon as possible, so if the product you want isn’t available, you can sign up for a restock notification on the product page.
I Can’t Sign Into My Account
If your password is not being recognised, we would recommend resetting this and then clearing your browser history, cookies and caches. If this doesn’t work, please get in touch with us and we’ll be happy to help! If you want to place your order ASAP, you can also order as a guest.
Returns
How Do I Make a Return?
We’re sorry to say that we’re only able to accept returns for regular priced items, unfortunately sales items cannot be refunded.
