How do I create an account?

Click Login at the top right hand side of our website.

You will be a presented with a screen where you can Create and Account on the left hand side. Please complete the form and tick the box if you would like to receive our regular newsletter (they’re fab and we’d highly recommend them).

Click register and you will receive an email to the email address provided to confirm your account.

 

How do I edit my account information?

Click Your Account in the top right hand side of our website. If you can’t find Your Account in the top right of the website, ensure you are first logged in.

On the Account screen you will see various sections where you can edit your details, password and address book, see your order history and saved baskets as well as refer a friend and keep track of your loyalty points.

 

How much are the delivery costs?

For delivery charges please see our delivery information page.

 

I forgot my password, how do I reset it?

Click Login in the top right hand side of our website.

Under the Returning Customer section, click Forgotten Password? and complete the requested details. Please ensure you use the email address associated with your account and complete the security check. The security check isn’t case sensitive.

Click Submit and you will receive an email that will enable you to reset your password.

  

How do I return my product?

For returns information please see our returns policy page.

 

I received the wrong product, what do I do?

If you believe that you have received the wrong product, please contact us within 48 hours of receiving the product and our customer care team will be able to assist you.

 

What is your returns policy?

For returns information please see our returns policy page.

 

When will my order be delivered?

Our delivery times listed below are estimates and you can find more details on our delivery and returns page.

UK Standard Delivery usually takes 1 to 2 working days. You can expect to receive your order the next working day for orders placed before 2pm (GMT), Monday to Friday. For orders placed after 2pm on a Friday, the order would be expected to arrive around Tuesday the following week.

UK Express Delivery in the UK will arrive the next working day (excluding Saturday) for orders placed before 12pm (GMT) Monday to Friday (excluding Bank Holidays). We will require a valid telephone number which our service team may need to verify prior to dispatch.

Deliveries outside the UK will typically arrive within 2-4 working days from processing.

We cannot provide an exact delivery date/time, but a tracking number can be provided on request.

If your parcel hasn't reached you within 7 working days, please contact us.

Has my order been dispatched?

Click Your Account in the top right hand side of our website to check your order status. If you cannot find the Your Account link, please ensure that you are logged in.

You can find details of all your past orders in the Order History section.

 

How do I track my order?

Click Your Account in the top right hand side of our website to check your order status. 

You can find details of all your past orders in the Order History section along with tracking information for outstanding orders when they have been dispatched. 

You will also received a notification with tracking details to the email address and mobile telephone number associated with your account if you have selected these options.

 

My order never arrived, what do I do?

Click Your Account in the top right hand side of our website to check your order status. 

Sometimes orders may be delayed in processing so if your order has not been marked as shipped, do not panic. 

If your order is in transit you will be able to track it using the details provided in the Order History section of Your Account. The same details will have been sent to you at the email address and mobile telephone number associated with your account if you have selected these options.

If your order status is marked as delivered but you have not received it, please contact our customer care team for assistance.

 

An item is missing from my delivery, what do I do?

Click Your Account in the top right hand side of our website to check your order status. 

Double check that all of the items in your order have been dispatched already in the Order History section. We usually ship entire orders in the same delivery but sometimes we may send items separately if we are waiting for stock. If this is the case we will contact you directly to let you know.

If your order status is marked as delivered but you have not received part of it, please contact our customer care team for assistance.

Do you ship to my country?

You can find a full list of the countries we ship to on our delivery information page. If your location is not listed please contact us and we shall endeavour to assist you as best we can.

 

Privacy Policy

We value your privacy. Please view our Privacy and Cookie Policy for complete details on how we use the information we collect.

 

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in internet security. You can view our SSL Certificate here.

Do I have to pay VAT?

VAT (Sales Tax) is only charged at the checkout if delivery is to a European EC Fiscal (VAT) Area Country. 

If delivery is to a country outside the European EC Fiscal (VAT) Area you will not charged VAT but Import Duty/Tax in your destination country may be charged prior to delivery by the courier.  

You need to complete your delivery address before we can determine whether or not VAT should be charged and to calculate the shipping charge. We have no control over import duties, taxes and thresholds, which vary from country to country; you may wish to contact your local customs office for clarification. We include appropriate customs documents.

If you do not pay the Import Duty the courier may not be able to complete the delivery and if the package is then returned to us by the courier we cannot provide a refund for the courier’s return costs.

Orders shipped to the USA are not subject to VAT nor should you be liable for Import Duty if the value of goods plus the shipping charge is under $800, which is approximately £620. Please use the EX-VAT product prices, as VAT is never charged on orders shipped to USA.

 

What are my payment choices?

During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not dispatch your order until we receive payment from you.


I need a copy of my receipt/invoice, where can I get one?

Click Your Account in the top right hand side of our website. If you can’t find Your Account in the top right of the website, ensure you are first logged in.

On the Account screen you will see various sections where you can edit your details, password and address book, see your order history and saved baskets as well as refer a friend and keep track of your loyalty points.

Click My Order History and select the order you would like a receipt or invoice for. 


When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your order(s).

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