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If you’d like further information and you can’t find it in our FAQs, please get in touch. Simply fill out the form, include your message, and we’ll get back to you as soon as we can.
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Why haven’t my items arrived yet?
We ship all orders via Royal Mail First Class or DPD and whilst our estimated shipping times are accurate it can take up to 14 days to receive your order. Unless it was next working day delivery that has been requested.
If your items have not arrived within a 2-3 days please check the shipping details entered at checkout to ensure they are correct. If all details are correct and 14 days has passed, please contact a member of our customer services team via the contact page. We will track the package for you and resolve any issues as a matter of urgency.
How do i cancel my order?
If you would like to cancel an order we will need to be notified as quickly as possible that you no longer want the items. We ship all orders the same day when placed before 2.00 pm, if we are contacted after this time we cannot always cancel the order before it has been dispatched.
Please contact us via Live Chat or email, complete with your order number and we will do our best to cancel the order.
If your order has already been dispatched, you can still cancel the order by returning the items to us, providing they are unopened and in a re-saleable condition. You have 30 days in which to do this.
Why is my card payment declining?
There are a number of reasons why you might be having trouble completing your purchase. The most common problems are around your billing/card information being incorrectly entered.
- Make sure the billing information is correct to the card you are trying to use. You need to enter the address that your card is registered to. You can select a different shipping address however if the billing address does not match the order is likely to be rejected.
- Please ensure the card details have been entered correctly and that all details including the CV2 (the 3 digits on the back of your card
or 4 digits on the front if using Amex) are correct. - Finally, check that you are using a card type we accept. We accept payments from Visa, Visa Debit, Mastercard and American Express.
If you are ordering from outside the UK please check with your bank that you can make international purchases with that card.
If you are still having issues making payment, please contact a member of our team who will try and help resolve the problem.
My order arrived incomplete/items in my order are incorrect?
If your order arrived incomplete or there was a mistake please contact our customer services team via the contact us page quoting your order number and stating what the problem is. A member of our team will be in touch as a matter of urgency and we will endeavour to resolve the issue.
My items arrived broken or damaged, what do i do?
Please contact us immediately via the contact us form if the items arrive with you damaged. If we are not notified within 14 days of arrival that a product is damaged we may not be able to help.