WHEN WILL MY ORDER SHIP?
We try our best to have orders shipped out within 24 working hours after the order has been placed. On rare occasion, orders may be delayed. Please note that during the current global situation due to COVID-19 most courier companies are experiencing delays. If your order is more than 3 days late please contact our customer service team and we will provide you with more information with regards to your delivery.
HOW LONG IS THE SHIPPING TIME?
We have distribution centres in the UK, US, Asia & Australia. All orders to these countries should arrive within 5-10 days with Standard Shipping. There will be no import charges or customs/additional fees for any of these locations. For express shipping, you can expect your parcel within 1-3 working days.
Depending on stock count, we may sometimes ship your order from different distribution centres.
WILL I RECEIVE A TRACKING NUMBER?
We provide tracking for every order. Tracking will be available once your product is shipped along with the courier information.
United Kingdom: Royal Mail
Canada: Canada Post
United States: USPS
For anywhere else you will be able to track via Track17.
MY TRACKING NUMBER DOES NOT WORK
As stated in our confirmation email you will have received when your order is shipped, please allow up to 72 working hours from dispatch for your order to update. Your tracking number will only start to work once it has been received by your local sorting office. During peak holiday season this will be delayed.
CAN I CANCEL MY ORDER?
You are able to cancel your order free of charge up until the point a shipping label has been created for your order and your order has left our facilities. Orders are typically processed 24 hours from purchase.
In the event that you would like to cancel an order that has already shipped unfortunately we will not be able to process a refund until the item has been returned to us, given that said item is unused and damage-free.
You are able to request cancellation by emailing our customer service team who will process a refund immediately if the order has yet not left our warehouse. Should your order already be in transit when you get in touch with us you will be provided with our Returns Information. Please also note that the responsibility for return postage lies entirely with the consumer and this will not be reimbursed upon receipt of item(s).
I HAVE ENTERED AN INCORRECT ADDRESS!
If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Notify us immediately via our contact us page. If the address is wrong, and the order has not been shipped, we can correct your address for you.
MY ITEM ARRIVED DAMAGED
If this happens to you, please contact us with:
- Your order number.
- A picture or video of the damaged product.
Once received, we'll be happy to send out another free of charge.
ITEMS NOT RECEIVED BUT TRACKING SHOWS THEY HAVE BEEN DELIVERED
This may happen when items are sent to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases, you can request a proof of delivery certificate from the Royal Mail website by filling in a signature request form.
Please note we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address.
I HAVE A QUESTION THAT WASN'T ANSWERED, CAN YOU PLEASE HELP?
If we still haven't managed to answer your question please feel free to contact us.