WHAT IS A PRE-ORDER?   

A pre-order is an order placed for an item that has not yet been released.

Our pre-orders are purchased in the same manner as other items on our website. The full amount will be required, as soon as your order arrives we will email you with your tracking number and shipping details. 

Before placing an order, please get in touch with us for an estimate of the shipping date. Pre-order means you are ordering an item before it is available for purchase.

MY PRE-ORDER WAS MEANT TO BE SHIPPED WITHIN 1-3 DAYS?

Please note, your order will be shipped once it arrives in stock. If you have paid for express shipping, this simply means when the stock arrives, your order will be priorities for express shipping. 

WHERE IS MY ORDER?  

Please note that all orders are processed within 1-2 days. Please allow this time for your order to be processed. Once your order has been despatched, you will receive notification by email from our courier service that your order is on its way and the expected delivery date.

Please note that we do not dispatch orders on weekends or bank holidays. Orders placed on Friday will be shipped out on the following Monday.

If you have placed a pre-order, please note that your order will be shipped once the stock has arrived.

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. 

It is important to note that if you do not notify us within 30 days of the order being shipped, our couriers will be unable to open a case for investigation, as they have a 30 day enquiry policy once the order has been shipped.

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 process all returns as quickly as possible for you to get your refund, but please give us 14 working days to process your return. You should receive a confirmation email when this is done. After this, it may take up to another 7 working days for the money to get back to your payment method, 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 14 working days later.

If you haven’t heard any communication from us after the 14 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.