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FAQs

If you have a question about your order with us in regards to shipping, returns or refunds, please check below for an answer. We kindly ask that you use the contact page if you have any additional questions or queries that might not be covered here. Thank you.

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

If you need to change or cancel your order, please contact us immediately (the same day). We process and ship orders quickly (we’re fast!). Most orders are shipped out the next day after the order was submitted. Once we have processed your order, and it was sent out, we will be unable to cancel or make any changes.

We have offices that are open weekdays from 9-5pm and our friendly team are always ready to assist you with any queries and help you order via email, however, we currently do not offer a telephone ordering service.

Please contact us so we can change your email address. We can change your email, name, and address but we cannot change your order.

We are located in the UK, however we do not have a physical store, we currently sell online only.

All of our transactions are based in GBP. There is a drop-down currency converter at the top-right of the website for you to change into the currency of choice.

Shipping:

Please make sure that the customer details you enter are correct, complete and in English only. If the information is incomplete or not in English, the order will not be processed and will be cancelled, and a full refund will be immediately processed via your original payment method.

All orders are handled and shipped out directly by us in the UK. Please allow extra time for your order to be processed during holidays and sale seasons. 
We processes orders between Monday and Saturday. Orders will be processed within 1 business day from the order date and shipped the same or the very working. Please note we don't ship on Sundays. 

We'll send an email with your tracking number when your order has been processed. Please contact us if you did not receive tracking confirmation email after 3 business days from the day you completed your payment.

It may be a case when you order multiple items in a single order we utilise an option of shipping in separate packaging for a variety of reasons. One reason maybe because low inventory, and need to send from another location, thus you may receive one item before the next. However, do not panic if you don't receive all of your items at once… they will get to you safely and 99.9% of the time within the regular stated delivery times.

Most orders are shipped the same or very next day. Please email us immediately within the same day that you submitted the order, so we can still change it before the order ships out. If you have already received an email with the tracking #, then unfortunately we are unable to make any corrections to the shipping address.

If this is the case, please ask your household members, neighbours or anyone you can think of who might have signed for the package.They may have accepted the delivery and you are simply unaware. You can also contact the carrier (e.g. Royal Mail). Sometimes the tracking info show delivered, but the parcel is still in the nearest post office. There are times delivery was delayed and will be delivered the next day.

Please check your mailbox, front door/porch regularly. It's no longer our fault if the parcel has gone missing after it is shown delivered to your shipping address. We can only process a refund if the order is lost in transit within the UK. That means, if the parcel is untraceable after 30 days from ship date.

All orders are sent via Royal Mail.  Estimated Delivery is 1-3 days within the UK, Europe 3-7 days✈ and ROW 5-15 days✈ estimate. Please allow an additional 7 days before contacting us for non received orders.

Returns:

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Returns Policy

All return shipping fees and other miscellaneous fees are the responsibility of the customer. 
We will email a prepaid return shipping label for any items damaged or was not what you originally ordered.

Processing returns may take up to 3 business days from the day we receive your return. However, usually we will process returns the very same day. We will email you to confirm once your return has been processed.

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

Refunds:

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 3-7 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, contact the bank/credit card company. It may take some time before the refund is posted to your account.

Refused deliveries are considered as returns. Any shipping charges are non-refundable. The refund will be processed when the parcel has been received by us.

We only consider an order is lost in transit if the parcel is untraceable and the customer didn't receive it after 14 days within the UK and 30 days internationally, after the original order date.

Unfortunately, we can not issue a refund if the item was already delivered.
It's no longer our fault if the parcel has gone missing after the delivery. You might've not checked the mailbox for a long time. We suggest to contact the carrier to resolve the issue with them. We can only issue a refund/replacement, if your shipping address is different from the location/post code where the parcel was delivered. It's possible that the item was sent to wrong address, or the tracking we have on file was wrong.

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