FAQ

We understand there might be situations where you need a quick reply on an urgent matter. If you still can find an answer after reading these questions, please call us on +44 (0)1392 829133 and we will do our best to help you.

Ordering

Where can I see my orders?

Please go to your Account, then click on Orders, located on the left sidebar.

Where can I change my adress?

Please go to your Account, then click on Addresses, located on the left sidebar and then change the appropriate one. You have to choose between Billing Address and Shipping address.

How can I cancel an order?

If you have order something else or your order hasn’t been processed yet, please contact us at +44 (0)1392 829133 and we will cancel it for you. You can also visit our Refund Policy to know more about returning unwanted items.

Payment

What payment methods do you accept?

We use WorldPay to provide you with a secure, reliable and simple payment experience. We accept Mastercard, Visa, American Express, Maestro and JCB. You can also drop by our head office and pay when you pick up the products.

How can I use a coupon?

Firstly, make sure your coupon is still valid. If that’s the case, please place the product that you want in your cart, as normal. On the Checkout page, you will see an area in the upper part of your screen saying “Have a coupon? Click here to enter your code”. A pop-up form will appear requesting your code. If this doesn’t happen please get in touch with our team.

Shipping

What is your shipping time?

Orders placed before 13:00 will be shipped on the same working day.

What shipping companies do you use?

We use DPD for UK deliveries and DHL for overseas orders. Both companies will send you a tracking code if you have provided an email address.

How do I get Next-Day Delivery?

If your delivery address is located in the UK, you will automatically receive Next-Day Delivery. Every other destination receives Standard Delivery by default, but on the Checkout page, you can opt for Next-Day Delivery for an extra charge. This service is not available for all countries, therefore, please get in touch with our team.

Returns

How to return an unopened item?

When the situation requires, we offer full refunds for unopened items. Before sending back a product, please get in touch with our team.

How do I return a faulty item?

First of all, we are very sorry for the inconvenience. If you have opened the item and noticed that it’s faulty, we will fully refund you. Get in touch with our team to further discuss the situation.

What kind of warranty policy applies to my order?

There might be situations where after some time, the items you purchased from us can deteriorate beyond the normal limits. In this case, the manufacturer’s warranty applies. If the items are kept by the customer for more than 3 months and the issue is one of poor quality, get in touch with our team as we might partially refund your payment. If the products have been kept for more than 3 months and do not present any issues beyond the normal limits, we are sorry as we are unable to refund your payment.