Due to the current corona-virus situation, we have had to implement safety measures in our fulfilment centres, therefore there may be sight delays in the processing and delivering on all orders.
To help our customers during this unusual and stressful time, we have compiled a list of FAQ's:
Where is my order?
We have been experiencing a high demand online and are slightly delayed in the processing and handling of our orders, our amazing fulfilment team are working incredibly hard aiming to despatch orders as quickly as they can.
As we're sure you can understand, due to the current climate, there are precautions we must take to ensure we comply with the safety measures in place of both our staff and customers, and we greatly appreciate your patience with any delay in the delivery process.
We're also working closely with Royal Mail and DPD to ensure that your order arrives safely, our deliveries are ‘non-contact’, therefore you will not be required to sign on behalf of your parcel or receive a ‘sorry we missed you’ card.
Please be assured that you will receive an email informing you of your shipping tracking confirmation once your order has been despatched and you will be able to track the location of your order.
I’ve already placed an order and would like to amend/ cancel it:
If you have placed your order within 2 hours of completion, we are able to cancel it. Please provide us with your full order details and reason for cancellation.
If it is too late to cancel your order, please see our returns information for how to return your items.
Unfortunately, we are unable to amend orders after they have been placed; you are able to place an additional order and add any items that you may have missed.
My Order has arrived, however, some items are missing or incorrect:
Unfortunately, some items that we have online are in higher demand than usual and are selling out quicker than our stock file can update. Please ensure to send us the full details of any missing items from your order, including the product number and your order number. We will aim to resolve your issue as quickly as we can.
We aim to resolve any item issues as quickly as we can, please ensure to send us the full details of any incorrect items in your order, including the product number and your order number. We may ask you to send the product back to us using our returns system.
I can’t return my order due to the current restrictions, what can I do?
If you have placed your order after 17 March 2020, we have extended our returns policy to 30 June 2020 to allow for any restrictions that are in place due to the COVID-19 situation. Please see our full returns policy on our website.
I’ve already sent my return back, have you received it?
Returns can take between 10 and 21 working days to reach us, due to the current situation and delays in place. This also means that the time we require to process your return, will unfortunately, also be affected, we appreciate your patience in allowing extra time for your return to be processed.