Orders placed will be processed and dispatched within 48 hours unless advised otherwise. No orders are picked up over the weekend or on public holidays.
Can I change my delivery address?
If you have already placed an order with us and need to change the address for delivery, please do this within 24 hours of placing the order. You can do this by contacting us at email@example.com. In some instances your parcel may already be dispatched so we advise you contact us immediately if you realise to need to change the address.
How do I track my order?
Once we have dispatched your order, you will receive an email confirming your order. You can only track your order if you selected that option at checkout.
What are the delivery times?
We offer express delivery and standard delivery for all addresses in the UK. Express delivery is 1-2 days and standard takes 3- 5 business days. These, however, are guidelines and in rare cases may take longer than this. Please note the delivery time does not include our processing time.
We also ship internationally. The price of shipping depends on the weight of the parcel and will be calculated at checkout.
I haven’t received my order
We apologise if you have not received your item. We want to resolve this as quickly as possible for you. If you have not received your item within 10 days of placing your order, please contact us at firstname.lastname@example.org. If you contact us after this time it may be too late for the couriers to investigate.
The tracking says my order was delivered but I haven't received it
If the tracking confirms that the item has been delivered but you have not received your products, please contact the delivery company directly in order to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered. Please let us know there has been an issue and we will do our very best to assist you but we will not be able to resend or refund anything until an investigation has been completed by the delivery company.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Due to hygeine reasons we do not accept returns on most accessories- please contact us for more information.
To complete your return, we require your order number which can be found on your order confirmation email.
Please do not send your purchase back to the manufacturer.
To return your product, send us an email at email@example.com and we will advise you of how to return your item to us.
You will be responsible for paying for your own postage costs for returning your item. Postage costs are non-refundable. If you receive a refund, the cost of return postage will be deducted from your refund.
If you are posting an item over £75, you should consider using a trackable delivery method. We don’t guarantee that we will receive your returned item.
Unable to collect parcel
If your order is returned to sender for any reason, for example if you have not been at the delivery address when delivery was attempted or you have been unable to collect it form the post office where it has been held we will advise you via email when we receive it. We will offer two options, either send it back to you after you have paid the postage, or refund you the price of the products. For both options an admin fee of £5 will be charged. If we do not receive a response within three days we will automatically refund you.
Faulty, Damaged or missing goods
We sincerely apologise if you have received your item and it is faulty or has been damaged in transit or if there is an item missing from your order. We can only replace items if they are defective or damaged. Please take pictures of the condition the parcel arrived in, as well as of the damage and/or leaks as well as the packing slip and retain the packagign in case it needs to be inspected further. Please forward the pictures to us at firstname.lastname@example.org and we will advise you of the next steps. Without pictures of the package we are unable to investigate.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.