General FAQs

ORDER ISSUES

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

We use a variety of couriers, including USPS, UPS, and FEDEX. Which courier your package will be sent with is based on the contents of your order, your delivery address and the delivery option selected at checkout.

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: US: 3-5 Business Days Canada: 7-10 Working Days

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, we can usually make any changes 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 use a variety of couriers, including USPS, UPS and FEDEX. Which courier your package will be sent with is based on the contents of your order, your delivery address and the delivery option selected at checkout.

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 likley to be made between 9am & 6pm.

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.