WHERE IS MY ORDER?  

If your order has been placed, you will receive a confirmation email. Once your order has been despatched another email from our courier service will notify your order is on its way and the expected delivery date.  

Please note order all orders placed before 3pm will be dispatched the same day. Any orders dispatched after 3pm will be dispatched the next working. This does not include weekends or bank holidays.  

WHY HAS MY ORDER BEEN CANCELLED? 

We are sorry if your purchase has been cancelled – an email would have been sent to you an email explaining the reason for this. Cancellations can be for two reasons: 

  • If the item(s) purchased is unexpectedly out of stock and we are unable to fulfil your purchase 
  • If there is an issue with your payment (e.g. the billing address does not match the address the card is registered to, some of the payment information is incorrect, you have tried to make a high volume of transactions in a short space of time, etc). 

MY ORDER HAS NOT ARRIVED BUT IT SHOWS DELIVERED BY THE COURIER COMPANY. 

We are so sorry to hear you have not received your order and tracking indicates it has been delivered. 

Please email us straight away, providing the following details: 

  • -Your name 
  • -Order number 
  • -Shipping Address 
  • -Product name and code 
  • -Picture, if possible, provided by the courier, to show the item had been delivered 

We will need to raise an investigation with the courier, please note this can take up to 

7-10 working days for the investigation to begin, this will depend on the courier service. 

MY ORDER HAS NOT ARRIVED WITHIN THE EXPECTED TIMEFRAME 

We are so sorry to hear you have not received your order within the expected timeframe. If your order has been delayed more than 7 days and your order has still not arrived, it is important you must notify us asap.  

Please email us straight away, providing the following details: 

  • -Your name 
  • -Order number 
  • -Shipping Address 
  • -Product name and code 
  • -Picture if possible, provided by the courier, to show the item had been delivered 

Please note if you do not inform us your order has not arrived within 14 days. This may cause delays trying to locate your order or possibly have the order disposed of by the courier; if they are not contacted within the courier's notice period.  

WHEN WILL I RECEIVE MY REFUND? 

We aim to process all returns within 10-14 working days of delivery to us, at which time we will issue a full refund or exchange followed by a return confirmation e-mail. 

The refund will be processed back to your original method of payment. 

Please note we do not contact you when an item arrives back to us, but only once your refund/exchange has been issued 10-14 working days later. 

If you haven’t heard any communication from us after the 10-working day timescale, please contact our customer care team with your order number and details of the items returned. 

DO YOU COVER CUSTOM FEES / TAXES? 

We ship our packages DDU (‘Delivered Duty Unpaid) and; to selected non-US countries any additional import fees may be required payment to release your order. Unfortunately, we do not cover any import fees or taxes that are required by the receiver countries' importation laws.

The receiver will be contacted by customs to pay any customs duty owed before it will be released.

If the custom fees are not paid within the required timeframe requested by your local customs office, your order will be returned back to us and the custom return fees will be deducted from your full refund.