How do I ask a question about a product or order?
Get in touch with us by emailing us at email@example.com call us on 00442082081166 between 10am-4pm.
Can I leave feedback?
If you have any overall comments or feedback you would like to make, we'd love to hear them so please email us at firstname.lastname@example.org
Can I add an item to my order?
Unfortunately you cannot add items to your order once you have completed the checkout process. You will need to make a new order for the extra items.
Can I cancel my order?
We may be able to cancel your order if it has not already been dispatched. Therefore please contact us, with your order number, as soon as possible to discuss the possibility.
SHIPPING AND DELIVERY
Where do you ship to?
We ship worldwide. We are unable to ship to PO box or army post office addresses.
Do you ship to PO box or army post office addresses?
Unfortunately we do not ship to PO box or army post office addresses.
How long does it take to receive a parcel?
Our UK orders usually travel by Royal Mail First Class post, which take around 3-5 working days. Our international shipping is based on weight and location - delivery times range from 5-14 working days. More information can be found on our Shipping and Delivery page.
Where is my parcel?
If you have not received your parcel within the estimated time frame please contact us at email@example.com
Why is there more of a wait sometimes when I order multiple items?
Please be aware that we dispatched all items in one package. Therefore, if your order contains an item that is is listed as "pre-order" it will be dispatched once the pre-order item is in stock. If you want to avoid this, please place separate orders for your pre-order items.
What are customs fees?
If you are ordering outside of the UK, your parcel may incur customs fees. This covers taxes, duties and processing when it arrives at your border. If you are not familiar with the customs fees in your country, please check with your local customs office for more information.
Why do I have to pay separate customs fees?
Our shipping charges do not cover the additional customs fees as each border has different ways of handling incoming post. It is worth familiarising yourself with your country's fees before placing your order with us so that you are aware of the extra payment that will be required.
What happens if I don't pay my customs fee?
If you refuse to pay the customs fees when your order arrives, the shipment will be returned and we will be charged the customs fees plus return shipping costs. Therefore, we do not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees.
PROMOTIONAL CODES AND VOUCHERS
Where do I enter my promotional code?
Enter your code at the checkout above the subtotal in the discount codes box.
My promotional code was not applied, what should I do?
If you used a promotional code and it did not apply, please double check it has been entered correctly and is still valid. If still not working, please contact us at firstname.lastname@example.org