Check our frequently asked questions below. If you still can’t find the answer for your question, feel free to contact us on email@example.com or over the phone: 02034900730.
Our customer service team is available from Monday to Friday: 9.00AM to 6.00PM.
All orders will be shipped within 1-2 business days from the date of your order confirmation. Please allow an additional 3-7 business days for processing of international orders.
Please contact firstname.lastname@example.org to change or cancel the order.
We will not be able to make any changes to an order once it has been shipped but we are happy to assist you with returning the items once you receive it.
To track the status of your return, refer to your confirmation email from us.
Once we receive your return, please allow 7 – 10 business days for your refund to process. Refunds are administered to the same form of payment originally used for purchase. Due to varying processing times between payment providers, please note that refunds can take up to 10 working days to show on your account.
When your return and refund are fully processed, you will receive a confirmation email from Our Customer Service Team.
All orders must be returned or exchanged within 30 days of purchase.
Returned items must be in the exact same condition as they were received for a full refund.
To return or exchange any products please contact in email@example.com
We accept major cards. We will process the payment once your order has been shipped. Please make sure you only click the “Place Order” button once to avoid multiple authorizations.
You can request a new password by clicking on ‘Forgot your password?’ on the Login page.
If you can’t remember the email address you registered with, or if you have problems signing in to your account, please contact our Customer Service team at firstname.lastname@example.org.
All orders placed through our website are dispatched with a dispatch note that does not include a price. An invoice will be sent to your email address.
Free shipping available on all the orders above £20
If your order has been declined at Checkout, it may be due to insufficient funds on your account or spending limits placed by your bank. In this instance, contact your card provider for further information about this transaction.
If your order has not cleared our security check, we may decline payment for secure purchasing reasons. For further assistance with declined payments, please contact our Customer Service team at email@example.com
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail. In order to do this please contact our Customer Service Team on firstname.lastname@example.org. Please provide details of the fault and where possible attach pictures to your message.
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
-If we sent you the wrong item
-If the item is damaged or faulty
-Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.