General FAQs

ORDER ISSUES

WILL I GET A DISPATCH EMAIL WHEN MY ORDER IS DISPATCHED?

Yes, you will be sent emails when your order is confirmed & when your order is dispatched to let you know it's on the way.

HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORDER?

For orders made with standard delivery, the time it takes for you to receive your delivery will vary by location. The following explains the breakdown of this: UK (Inc. Channel Islands & Isle of Man): 3-5 Working Days EU: 5-7 Working Days Rest of World: 7-10 Working Days For orders made with the Next Day delivery option selected (where available), as long as the order is place before 7pm (weekdays) / 1.30pm (weekends) you will receive your goods on the following day. Full details are available on our deliveries & returns page.

CAN I CHANGE MY ORDER DETAILS AFTER IT HAS BEEN PLACED?

Unfortunately, as we work so quickly to send out your order it is very difficult for us to change details after an order has been placed. If you contact us within 15 minutes of placing your order (via TELEPHONE) we can usually make any changes/cancellations required. After this point, we can't promise we will be able to, but don't hesitate to contact our support team using the details below who will do all they can to help you.

PAYMENTS & GIFT VOUCHERS

CAN I USE MY DISCOUNT CODE ON PRODUCTS THAT ARE ON SPECIAL OFFER?

Discount codes do not apply to products that are on special offer. Where a basket contains a mixture of full-priced products and those on special offer, the discount will only apply to the full-priced products. All products deemed to be on Special Offer can be identified by looking at the 'Special Offers' section of the website which can be located in the main menu.

CAN I USE MORE THAN ONE DISCOUNT CODE ON A SINGLE ORDER?

Only 1 discount code can be used per order. If more than 1 code is applied the code offering the larger discount will usually take priority but it is the responsibility of the customer to ensure the correct code is used. The code currently in use will display in the ‘Apply Discount Code’ box after it has been applied to aid with identification. To cancel this code, click the ‘Cancel’ button.

DELIVERY & RETURNS

WHICH COURIERS DO YOU USE?

We primarily work with Hermes to deliver orders within the UK. International deliveries are usually sent with UPS.

DO YOU CHARGE FOR DELIVERY?

On some orders we do charge a delivery fee - for full details of this, please see our deliveries & returns page.

DOES THE COURIER SPECIFY A TIME THAT I WILL RECEIVE MY ORDER?

Our couriers do not have a specific time for delivery. Delivery attempts are likely to be made between 8am & 8pm.

HOW WOULD I GO ABOUT RETURNING MY ORDER?

If you would like to return your order you can send it back to us, within 14 days of you receiving the goods. The goods must be unopened and in the same condition they were received in - any items returned in conditions that do not meet this criteria will not be refunded and will not be sent back to you. To return the goods, first, contact our friendly customer service team in the form at the bottom of the help section or via email at [email protected] to arrange the return. Unfortunately, we are not able to cover the cost of return postage. For full information on our returns policy, please see our deliveries & returns page.

PREMIER

WHAT IS PREMIER?

Premier is a subscription that gives you unlimited next day delivery for a whole year, as well as other benefits including early access to new product launches - for full details of this, please see our Premier page.