Frequently Asked Questions
Account & Checkout
Do I need to have an account to order?
Do I need to have an account to order?
No, you may also place an order as a guest. However, there are some perks if you have an account with us:
1. Fast checkout.
2. Simple access to your order status and order history.
3. Exclusive updates on new products and special offers.
What if I forgot my password?
What if I forgot my password?
On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.
What if I entered the wrong email address?
What if I entered the wrong email address?
- Please contact our customer support team to request an email amendment. We can adjust your email, name or delivery details, but we cannot amend or modify confirmed orders.
- Please ensure all delivery details are entered correctly. Incomplete or incorrect addresses may result in parcels being returned, or delays to your order.
Payment& Currency
Are there any exchange rates?
Are there any exchange rates?
All transactions on our website are processed in Pound Sterling (GBP). If your payment card is linked to a different currency, the final amount will be converted at the daily exchange rate set by your card issuer.
What payment methods do you accept?
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal. We do not accept cheques, money orders, direct bank transfers or cash on delivery.
How secure is my online order?
How secure is my online order?
All credit card payments are completed via an SSL secure webpage. Your payment details are fully encrypted and transmitted securely to our payment provider. We do not store your full card details on our servers at any time.
Order& Delivery
How do I change or cancel my order?
How do I change or cancel my order?
- We reserve the right to accept or decline any order, in whole or in part, at our sole discretion, even after an order confirmation or payment authorisation has been issued. If your payment has already been authorised and your order is cancelled, a refund will be issued to your original payment method.
- Please note: Any cancellation made after an order has been placed, will be subject to a cancellation fee of ￡0.50 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.
- Orders that have already been packed or dispatched cannot be cancelled.
How do I set my delivery address?
How do I set my delivery address?
Our website operates in English. Please enter your full delivery details using only English characters, including punctuation. If your address contains special non English characters, please use similar standard English alternatives to avoid delivery issues.
Can I change my delivery address after placing an order?
Can I change my delivery address after placing an order?
Your delivery address cannot be amended once your order has been processed or dispatched. Please ensure you use a permanent residential address rather than a temporary address, to avoid customs holds or delivery delays.
When will my order arrive?
When will my order arrive?
Delivery times depend on your chosen delivery option. Once your order has been dispatched, tracking details will be emailed to you within 24 hours, as tracking information usually updates one working day after dispatch. We are not liable for delays caused by local customs authorities.
How do I track my order?
How do I track my order?
Tracking information will be sent to your registered email address as soon as your order is dispatched. You will normally receive your tracking number within one working day after dispatch.
When will my order be processed?
When will my order be processed?
- All orders are processed and dispatched from our overseas warehouse. Please allow additional processing time during public holidays and sale periods.
- Our processing days are Monday to Friday. Orders are usually processed within 2–3 business days, and dispatched on the following working day. We do not process or dispatch orders at weekends.
- If you have not received tracking confirmation within 5 business days after payment, please contact us.
Will I be charged with customs and taxes?
Will I be charged with customs and taxes?
All prices shown on our website are listed in Pound Sterling (GBP) and exclude import duties and VAT. Upon arrival in the UK, your order may be subject to import VAT, customs duties or local clearance fees, charged by your local customs authority. All customs and import charges are the responsibility of the customer. We will not cover these costs. We are not responsible for delivery delays caused by customs inspections. For accurate charge information, please contact your local customs office.
Discount& Offers
Can I use several discount codes in one order?
Can I use several discount codes in one order?
Only one discount or promotional code can be used per order, unless otherwise stated in specific campaign terms.
Returns & Refunds
What do I do If I have missing items in my order?
What do I do If I have missing items in my order?
If your parcel arrives with missing items, please contact our customer support immediately for assistance.
How do I return an item?
How do I return an item?
- If you wish to return an item, please contact our support team within 30 days of receiving your order. Please provide your order number and reason for return. Our team will review your request and send full return instructions once approved.
- Certain items are excluded from returns as final sale; please refer to our full Returns Policy for details. All returned goods must be unused, unmarked and returned in original, undamaged packaging.
What if the item I received are damaged or incorrect?
What if the item I received are damaged or incorrect?
Please contact us within 7 days of delivery if you receive faulty, damaged, incorrect or missing goods. Include your order number and clear photographs of the item and packaging. We will aim to resolve your enquiry promptly.
How long is the returns process?
How long is the returns process?
Once your returned item is received and inspected, processing can take up to 14 business days. You will receive a confirmation email once your return has been completed.
When will I receive my refund?
When will I receive my refund?
- All refunds are processed back to your original payment method. For card payments, refunds are issued to your card issuer within 7–10 business days after we receive and inspect your return.
- Bank processing times may vary. If your refund is delayed, please check directly with your bank or card provider for further updates.