Can I order over the telephone?
We are afraid that we are currently only able to accept orders taken via our website.
When will I receive my item?
When ordering to the UK, by default, orders under 2kg are sent out by Royal Mail. We would expect you to have received your delivery within 3–10 days of ordering.
When ordering to the UK, orders over 2kg are sent out via a courier service and you can expect to receive your delivery within 3-10 days of ordering too.
Best contacting email@example.com when ordering outside of the UK. We are happy to help!
Quicker delivery options may also be available for your order. To view all available options, simply select your basket and click on the drop-down tool to the right of the delivery type. You will find that the delivery cost updates automatically.
Do I need to be in to receive my package?
If your delivery is over 2kg, we will use a courier service to deliver your package. If you know that you will not be in and which to change the date of your delivery, or have specific delivery instructions, please contact the customer service who will do their best to assist.
For packages under 2kg we use Royal Mail, which unfortunately, does not allow us to pass on any specific delivery instructions to your postman. If Royal Mail are unable to deliver to you, they will generally leave a redelivery card advising you of the location of your package, and, if it has been taken back to their local office, at what times you can collect it. You can then collect your package directly from Royal Mail at a time convenient to you.
If your delivery date has passed and you have not received your order, please contact the customer service team on: firstname.lastname@example.org and we will investigate.
Can I amend my order?
Please note that we normally take a minimum of 1 hour and maximum of 24 hours to pick and pack an order that is being out via standard delivery and may not be able to change the delivery after this time. Items that have already left our warehouse will need to be returned before an exchange or refund can be made.
Please contact our customer service team via our email email@example.com or phone us on +44 2036 973456 with details of your full name, order number and the change you would like to discuss, and one of our team will be happy to assist you.
Where is my order?
First check the delivery date on your confirmation email. If your order has not arrived and the date is before the delivery date, your order is likely to be in transit. If the delivery date has passed, please contact the customer service team via our email firstname.lastname@example.org or phone us on +44 2036 973456 so the team can investigate further.
I have a problem with the goods delivered
If any of the items are faulty or incorrect, please contact us via our email on: email@example.com or phone +44 2036 973456 confirming your name and order number, as well as giving details of the problem.
What is your Exchange and Return Policy?
We will always be sorry to hear that our product has not found its perfect home with you. You can find more information in our T&C’s or contact us via email on: firstname.lastname@example.org or via phone +44 2036 973456 and our customer service team will be happy to assist.
How do I return an item for a return or and exchange?
Please check our Exchange and Return Policy, above, and our T&C’s, for our terms. The quickest way to get in touch is via our email email@example.com. Please ensure that you have your order number ready.
How long does an exchange or a refund take?
We start processing refunds as soon as we have received your product. If you have not yet sent back your item, please contact us to arrange the return. The products will be checked to ensure that they are in their original condition and an email will be sent out to you to confirm that we have started processing your refund. Depending on your bank, the funds can take up to 7 days to show on your account.
I have not received my refund
We only start processing refunds once we have received your returned product. If you have not yet sent back your item, please contact us to arrange the return. The products will then be checked to ensure that they are in their original condition and an email will be sent out to you to confirm that we have processed your refund. Depending on your bank, the funds can take up to 7 days to show on your account. If you believe that we should have received your returned items or your refund is not showing on your account and it has been more than 7 days, please contact us and we will look into the issue further. The quickest way to get in touch is via our email firstname.lastname@example.org.
Help! I have another question not covered here
The quickest way to get in touch is via our e-mail email@example.com.
Our opening hours
We are available Monday – Friday, 9am – 5pm, please be ready to provide your full name and order number.