FAQ

Please be aware that all items have a processing and dispatch lead time of up to 7 days. This is due to COVID-19 and the restrictions that have been put in place due to social distancing. We are fulfilling orders as fast and as safely as possible.

I have not received my confirmation email?

If you have not received your order confirmation email, please be sure to check your junk/spam folder. If no luck after 24 hours, please send our support team a ticket.

I have received a faulty item. What shall I do?

Sorry to hear that you received a faulty item, we want to sort this out as quickly as possible. Please contact our support team with the order number, description of the faulty, picture of the faulty item, and the name of the faulty product.

Can I cancel my order?

As your order has been successfully completed, unfortunately,

any cancellations can’t be made after purchase. Please see our terms and conditions below:

My shipping address is wrong, how do I change this?

Our warehouse processes orders as quickly as possible, so it is likely that we will not be able to amend your delivery address once your order has been placed.

Please submit a ticket immediately asking our team if they can amend this information for you. Please mention the correct address so that, if possible, we can change it for you right away.

Please note that we cannot guarantee change-of-address requests will be successful as this depends on the status of your order when your request is reviewed. It can take our team up to 24 hours to review your ticket and by then, your order might already be fully processed.

If we cannot amend your shipping address, your order will be delivered to the address you entered during checkout and you will be responsible for retrieving it.

If your order is returned to us due to a failed delivery (this includes not being home to receive your order) it will be canceled and you will be issued a refund. We will not be able to resend any returned products, so you will need to create a new order if you would still like to receive these.

How do I amend my order after it has been placed?

Unfortunately, we are unable to make any changes once you’ve placed your order. Please see our return policy. 

I am missing a product from my order?

Please contact our support team, with the order number, missing product name, email address you used to purchase the product with, so we can resolve the issue quickly as we can.

Received the wrong item? 

Please contact our support team, with the order number, the name of the wrong product received and a picture of the wrong item, please let us know the email address you used to purchase the product with, so we can resolve the issue quickly as we can.

Where is my order?

Please check the email account used to complete your order to see if you can find the dispatch confirmation email in your inbox.

If you cannot find your email, try the following:

  • Check your junk / spam folders

If you still can't find your email, your order may not have been dispatched yet. Please allow at least 3 business days since the time you place your order before you contact us to confirm its status as our warehouse might still be processing it.

I have paid for tracking service, my tracking number does not work?

Please allow up to 48 hours for our tracking to be updated, it is likely your parcel has not yet reached the courier company or they have not yet updated their systems.

It is best to contact your local courier service directly for further updates, you can see who your courier service is by checking the tracking number that would state the courier service name.

Should you still need help after speaking with the courier, you can contact our support team and ask them to investigate further.

My tracking number says my order has been delivered but i have not received it? 

If your tracking number states it has been delivered please contact your local courier service directly. As they would be able to assist you further to track down your parcel. Firstly, please check with your neighbours if they have kept your parcel safe for you. If your parcel has been delivered to the wrong address, please ask your courier service to file an investigation for lost parcels.

If you have followed the steps above and still facing any issues, please contact our support team.

For untracked service, do I still recieve tracking updates?

If you have chosen the untracked service, you will only receive a dispatch email. Unfortunately, with the untracked service it is a standard delivery, it does not come with any tracking number, SMS text message or any tracking updates.

Can I change my delivery option? 

As your order goes directly to our warehouse team, as we process orders as quickly as we can, therefore we can not make any amendments to your order.

Do you accept returns and exchanges?

Returns and Exchanges: 

We cannot exchange any products due to hygiene reasons. (regulation 28(3)(a), CCRs).

WHAT IS YOUR RETURN POLICY?

For sanitary reasons, we do not accept the return of goods which:

  • have been worn or stained, or were unsealed after delivery and are no longer suitable for return due to health protection or hygiene reasons.
  • are not suitable to be returned due to their nature.
  • were made to your specifications or clearly personalized.
  • were purchased at a discounted price.

We reserve the right to refuse returns of any merchandise that does not meet our return conditions in our sole discretion.

HOW CAN I RETURN MY ORDER?

From the day you made your purchase, you have 30 days to send them back to us for a refund. If you would like to arrange a return, please contact our team by submitting a support ticket and we will provide you with all the information required.

Any returned parcels sent by a customer without acknowledgement from a member of the support team will not be returned/exchanged or refunded. We apologise for any inconvenience this may cause and thank you for your support.

WHAT CAN I DO IF MY PRODUCT IS FAULTY?

Should you receive a product that is defective or has a fault, we will happily look into offering a resolution. Please contact our support team with the following information: 

  • A full description of the fault
  • Photographic evidence attached