Frequently Asked Questions

Here you will find all of our frequently asked questions. If your question is not answered here, please feel free to contact us.

General

If you forget your password you can request a new one to be emailed to you by clicking on the ‘Forgotten Password’ link on the sign in page. If this fails to resolve your problem, please contact our customer services department.

For credit / debit card purchases, we will take the money at the time of placing an order. 

For other payment types, goods will be dispatched when the payment has cleared.

You will receive a full refund for any items that we are unable to fulfil

 

To change orders please contact our customer service department as soon as possible. We will endeavour to change your order as requested, however this is not always possible. However you will still be able to send the product back to us for a full refund.

Payment

You can pay by a number of different methods, the easiest is to pay by credit or debit card. We accept Visa, MasterCard, Maestro, American Express and Electron. You can also use Paypal, Amazon payments or Apple Pay.

Delivery

For those in the UK we offer a free 48 hour Tracked and Signed for shipping option. You may opt in to pay extra for 24 hour delivery.

If you are an international customer, there are different charges for each country, these charges include taxes and duties. Please note since the UK's exit from the EU, taxes and duties are now charged to every country. If you would like further details, please contact us.

For UK orders, our standard delivery time is 3–5 working days.

You can also choose a premium 24 hour or special delivery option within the UK.

Please note that during peak times (Christmas, New Year etc.) this delivery time can be longer and delays can occur.

For international customers, the time can vary depending on time of year, and the country you are in. Please contact us for details.

Most of our orders are despatched via Royal Mail the only time a courier may be used is if an item is despatched direct from a supplier and not our warehouse. You will be notified of the courier used along with your tracking number when the item is dispatched.

For international customers, we use UPS, however we may find a better option, you will be told of the courier when the item is dispatched.

If you need any further details, don't hesitate to contact us.

Unfortunately we cannot specify a delivery time for orders.

You can choose 24 hour or 48 hour delivery when ordering to a UK address.

If you are not in when delivery is attempted, the driver will leave a card through your door. If the goods have been sent via courier, you can call them and arrange a re-delivery. For items despatched via Royal Mail, the goods will have been taken to your local post office with instructions to collect them, or request re-delivery on the card. 

If your order hasn’t arrived, contact our customer services team who will investigate why your order has not been delivered and do their best to resolve any problems for you.

Returns

We want you to be completely satisfied with your new purchase from us. If for any reason you are not happy with your items, simply return them to us unworn and in their original packaging, 30 days after purchase, we will be happy to issue a refund.

If you were eligible for a free returns slip, this would be in the package, please simply re-package the item and affix that sticker onto the package. Alternatively, you can take the parcel to your post office and send it to us. All details are included in the returns slip included in your package. For more information please see our Returns Policy

You can return the goods to us using our prepaid label, and note on the form that these are being sent for inspection. Once the goods are received we send them to our supplier for them to check for any manufacturing defects. If the goods are deemed not faulty there is a charge of £2.50 for the use of the label, however if the goods are a faulty a full refund will be issued.

To exchange your item, please send your goods back for a refund and place a new order on the website.

If you have paid by credit/debit card or PayPal your account will be credited automatically once we receive the goods.

It can take up to seven working days for the goods to be returned to us, once we have processed this refund, it will show on your account within three to five working days.

We are unable to automatically exchange items returned to us. To exchange your order, please return your goods for a refund and place a new order online.

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