Cancellations, refunds & exchanges
Do I have to order online?
Yes, orders can only be placed online.
Can I place an order by telephone?
No. For security reasons, orders can only be taken online. If you encounter any problems when placing an order online, please get in touch with us via email and we’ll do our best to resolve the issue.
Can I pay with PayPal?
Yes, we accept payment via PayPal.
You have asked me to confirm my address, why?
When you pay using PayPal, we receive a notification to advise us if the delivery address provided is confirmed on your PayPal account. If they advise us that the address provided is unconfirmed, we need to receive confirmation from you in writing to allow us to send your order. Simply reply to the email we send you to confirm that the delivery address is correct and we'll dispatch your order as soon as we can. If we don't get a reply to the email within 7 days, unfortunately we'll have to cancel your order and process a full refund.
When you pay using your credit/debit card, various checks are carried out to protect your card from fraudulent activity. The most common check is to ensure that your billing address accurately matches that held by the card issuing bank. If some of the details match, but not all, we will email the email address provided to ask you to confirm. If none of the details match, then your order will simply be cancelled and refunded and you will receive an email to confirm this.
When will the payment go out of my account?
As soon as you place your order, the payment will be taken from your account. We won’t process your order until we receive the payment.
Why has my card been charged but my order didn't go through?
Please contact us if you think this is the case, however in most circumstances we have not charged you and it is what is known as a "shadow transaction" showing on your account.
when you attempt to confirm and pay we send an authorisation to your bank/card issuer and they reserve the funds by placing a shadow transaction on your account. This ensures that you cannot spend this money elsewhere. If the payment fails or you abandon the payment, we will not request these funds and so your bank will release them back to you. This shadow transaction may remain on your account for up to 6 days and unfortunately this is completely out of our control.
Can I select the day I want my order delivered?
Sorry, we can’t schedule delivery for a particular day.
When will my order be dispatched?
When you place your order online, you will receive a confirmation email. When your order has been picked and dispatched, you will then receive another email confirming dispatch and providing you with your tracking number.
Can I track my order?
Yes, this is possible for both UK and international deliveries. Once your order has been dispatched, you’ll receive a confirmation email with a tracking number which can be used on the courier website to track the progress of your delivery.
I still haven't received my order, where is it?
If your estimated delivery timescale has passed and you still haven't received your order, please contact our team by emailing firstname.lastname@example.org. We will then investigate this for you.
I've tracked my order online with the courier and it is showing as delivered but I haven't received it, what should I do?
Please contact us emailing email@example.com and we will be able to help. Using the tracking information provided we will process an investigation with the courier.
Unfortunately, we are unable to issue a refund or send a replacement order until the courier has completed their investigation.
I missed my delivery. What should I do now?
If, for any reason, you weren’t available when the courier attempted to make your delivery, they’ll leave a card to let you know.
If the courier has tried several times and is still unable to deliver your order, they will return your delivery to us. Upon receipt of the returned order, we will process a full refund. Unfortunately, we will not be able to resend your parcel to you, so a new order must be placed if you would still like the items.
Can I change my delivery address?
Once an order has been placed, we are unable to change the requested delivery address. This is a result of various security checks, including checks on the delivery address provided. Changing the delivery address would invalidate these checks.
If you’ve entered an incorrect address, please let us know via email firstname.lastname@example.org and we will cancel the order so that you can place another with the correct address.
Cancellations, refunds & exchanges
Can I cancel my order?
We appreciate that circumstances could arise in which you may need to cancel your order. This is possible, but please be quick to request cancellation. Unfortunately, once an order has reached a certain point in the dispatch process, it can no longer be cancelled, but if you can email email@example.com as soon as possible, we can try to help you. Please note that all orders placed before 1pm will be dispatched the same working day.
Why has my order been cancelled?
All orders go through various security checks. If an order fails any of these, it may be cancelled. These checks are necessary to screen orders for fraud, and the most common process is to ensure that your billing address matches that which is on file at your card issuer.
In the situation that your order is cancelled, you will receive an email to inform you of the cancellation, and a full refund will be issued.
How do I return my order for a refund?
If you've paid by PayPal, credit or debit card, you can return your items to us by post. Email firstname.lastname@example.org and we will give you instructions on returning the item.
How do I return my order for an exchange?
To exchange any item, please contact our team who will be happy to help you. You can email us at email@example.com
How long can I keep my order before returning it?
We ask you return your items to us in an unused and in a saleable condition within 5 days of receipt.
How long will it take to process my return?
We aim to process all returns as soon as we receive the goods back to us. However, please make sure you contact us before sending anything back as this will help to avoid any delays with identifying and processing your return.
You will receive an email to confirm when your refund has been processed. Please allow up to a week for refunds to show on your account. Unfortunately, this timescale is outside of our control and dependant on the card issuing bank/PayPal. Once we have processed a refund to you we are unable to do anything to make this appear in your account any quicker.
I've lost my receipt, can I still return goods?
Your shipping notice will act as your receipt for your order. If you think you have lost this then we will also accept other forms of proof of purchase. For example, you could use your credit or debit card statement showing the purchase.
unfortunately, we're unable to accept a return without some form of proof of purchase. We apologise for any inconvenience caused.
Why haven't I been refunded the whole amount?
Unfortunately, you are responsible for delivery costs incurred when returning an item. This cost will be deducted from the amount refunded to you.
Can sale/discounted items be returned?
Yes sale items can be returned for a refund within 10 days. You will be refunded the price you paid for the item.