How can we help you?
See our most frequently asked questions below or choose a category to find the help you need.
ORDERS
Where's my order?
You will receive email confirmation with shipping details as soon as your order is on its way. For tracked orders, use the provided tracking link to check its progress via your email.
Please check for delivery cards; your package might be with a neighbour or at a local depot. For more delivery info, visit our Delivery Information page.
If your order is lost, contact Customer Service through the 'Still need help?' section below.
My Item has arrived Damaged, Faulty or is the wrong item.
We take utmost care in ensuring that items are packed securely.
If you receive damaged items, kindly inform our customer service team promptly by filling out the Contact Us form.
Please provide details regarding the affected item(s) and describe the nature of the damage.
To expedite the resolution process, attach images of the damaged item(s). If your parcel contains broken glass, refrain from handling the items for your safety.
Can I cancel my order?
To cancel your order, visit "Your Orders." You can cancel individual items or the whole order. If the cancellation option isn't available, it's likely too late.
We process orders swiftly, allowing only a brief window for cancellations. If you can't cancel, check our Returns Policy for assistance in returning your order.
Where's my invoice?
To minimise the use of paper, we won't include a printed invoice with your order. If you wish to receive a copy of your invoice, please contact the Customer Service team via the 'Still need help?' section
PAYMENTS
Will I be Charged VAT?
Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.
I have a payment problem , what should I do?
If your order shows a 'Payment Problem' status, it requires you to review the provided payment details. Click on the order and look for the option to address the issue. Ensure the card's expiry date and billing address are accurate, and verify your account's funds. If the problem persists, reach out to our Customer Service team via the 'Still need help?' section .
How do I use a voucher code?
After selecting your desired items, navigate to 'My Basket.' Below your item list, locate the 'Got a discount code? Enter it here' box.
Insert your discount code and click 'Add' to activate the discount.
If the code doesn't function, ensure you're not attempting to apply multiple offers, and that none of your selected items are on the exclusions list.
For code entry issues, reach out to our Customer Service team via the 'Still need help?' section below.
RETURNS & REFUNDS
What is your returns policy?
Please refer to our returns policy page for more information.
If this doesn’t answer your question then our Customer Service team is on hand to help. You can contact them through your account.
Can I return a product if its unwanted?
If your item is unwanted or falls short of expectations, you have a 30-day return window for a full refund. In cases of damage or faults upon arrival, contact our customer service through the Contact Us form to explain the issue. We'll guide the return process if needed and arrange for a replacement or refund.
What happens once my item is returned?
Upon receiving your order, we'll assess the return reason and send you an email confirming you of our next steps.
When will I receive my refund?
Your refund will typically be credited to your account in 5 working days, and we'll send you an email once it's in progress.
If you haven't received your refund and 10 working days have passed since our email notification, please reach out to our customer service team by clicking contact us now and filling out the form. We will then look into your query and have this responded and resolved within 24 hours.