FAQs

Shipping and Delivery

How long will it take for my products to be delivered?

If you place your order by 2pm and you'll receive your order within 3-5 working days with our standard delivery.

Two Day Shipping: Place your order by 2pm and you'll receive your items within 2 working days.

Orders are processed and shipped on working days only. (Monday-Friday; excluding UK bank holidays. Please allow up to 2 working days for us to process your order.

We currently use Evri for all our shipping. You can track your order by clicking on the tracking link in your shipping confirmation email or via the email you receive from our delivery courier Evri. Evri will also send you an email that contains your 16 digit tracking number to track you order. Evri will keep you up to date on when your delivery is expected. For any queries about your delivery, contact Evri.

We are not responsible for carrier delivery delays.
 
Can I change my delivery address after placing my order?

You’ll need to contact us as soon as possible after placing the order, within 12 working hours. We cannot guarantee the change but will try our best!

What happens if I’m not home to receive my delivery?
If Evri try to deliver and no one is home, don’t worry, you can contact Evri direct from your dispatch confirmation email and rearrange your delivery, or contact them here and they will advise you on your options.

What happens if my order is lost or damaged during delivery?
If this unfortunately happens, contact us providing photos, if possible, and we will liaise with Evri to resolve the issue and ensure you receive and replacement or refund.

 30 Days Money Back Guarantee 

A money-back guarantee, also known as a satisfaction guarantee, is essentially simple guarantee that, if a buyer is not satisfied with product/ products within 30 days a refund will be made. 

 

 

Payments

Are my card details saved?

If you have previously purchased online, you will have been given the option to “Save my information for a faster check out”. If you selected yes, your payment details (excluding the CCV number) will be saved via Shop Pay. If you want to delete or edit your payment details, you can do this either in the checkout section before purchasing an item, or by signing into Shop Pay to do this.

Can I change or delete my payment details?

Before placing your order

Yes, you can delete or edit your payment details, either in the checkout section before purchasing an item, or by signing into Shop Pay to do this.

After placing your order

No, you are not able to change your payment details once your order has been submitted. If you need to cancel your order for any reason, please see information on cancelling your order.

What is Shop Pay?
Shop Pay is an accelerated checkout option designed to enhance the shopping experience for customers. It allows customers to save their email address, card details, and shipping and billing information, making the checkout process faster and more convenient. For more information to visit Shop Pay.
How can I amend my delivery address when checking out via PayPal?
If you decide to checkout using PayPal, please understand that the address that is used for your delivery will automatically be pulled through from your default address on your PayPal account. When you checkout and select the option to pay via PayPal, you'll be asked to log into your PayPal account. Here you will need to change your delivery address.
 

Order Status

How will I know if my order’s been placed?

When we receive your order, you’ll receive an e-mail or text message from us confirming your order. When your order is shipped, we'll send you another email or text message confirming that your order has been shipped to you. This will include: your order summary, your payment information, your delivery information, your shipping information and tracking number (where possible). 

You will also receive other emails or text messages from our shipping courier Evri, updating you on the delivery of your order and providing you with a unique tracking number to track your order until you receive it.

Can I change my order?

Yes, you can change your order at any point before paying for your order. Once you have confirmed and made payment for your order, unfortunately you cannot change your order. If you've selected products incorrectly, please review our returns process. 
 
Do I need to have an account to place an order?

No, you don’t you can place an order as a guest, you can select this when you checkout. We will still need to take some of your details so we can process your order, like your email, address and of course payment details so we can send you your order!

Although, creating an account does enable you to view your order history and saves you time when ordering from us again!
 
Where is my order?

To track the progress of your order, go to on our website, which will bring you to your account and show you your Order History, now select the order you want to track. If your order has already been shipped, you can select the tracking number for the order to find out when you order will be delivered.

Please Note: If you do not have an account and checked out as a guest, you will need to wait for your order confirmation email in order to track your order.

Another way to check your Order Status

When we receive your order, you’ll receive an e-mail or text message from us confirming your order. When your order is shipped, we'll send you another email or text message confirming that your order has been shipped to you.

Can I cancel my order?

If you need to cancel your order before it has been delivered, you need to Contact Us as soon as possible, we will check the status of your delivery and see what we can do. 

We do ship our order quickly so it may be too late for us to cancel the order, however, please check our returns process. 

Returns and Refunds

What is your returns policy?

100% Money Back Guarantee - We hope you’ll love our products and their quality but if for any reason you are not satisfied, please get in contact with us in the first instance via Contact Us. We are happy to exchange any product that is defective, damaged or unused. We will happily arrange a full refund for any unused products returned within 30 days of the purchase date.  

Empty containers will not be accepted for refunds or returns. All returns must be made within 30 days of purchase date to qualify for a full refund to the original form of payment. Please allow up to 2 weeks for the exchange process to take place. We regret that we do not refund original shipping costs with the return. The products you want to return can be sent by post, shipping prepaid by you, the customer. Please package your return in the original box, if possible. The return address will be provided once you contact us.
 
How long do I have to return an item?

We hope you’ll love our products and their quality but if for any reason you are not satisfied, please get in contact with us in the first instance via Contact Us

All returns must be made within 30 days of purchase date to qualify for a full refund to the original form of payment. Please allow up to 2 weeks for the exchange process to take place. We regret that we do not refund original shipping costs with the return.

The products you want to return can be sent by post, shipping prepaid by you, the customer. Please package your return in the original box, if possible. The return address will be provided once you contact us.

How long will it take to get my refund?

Once we have received your returned products, it will usually take 3-5 working days (depending on your card issuer) for the refund to appear in your bank account, however, this can take up to 14 days.

If you have a question that we haven't answer please do contact us, we'll be happy to help!