I have just placed an order – can I amend or cancel it?
If your order has not yet entered the dispatch process, you can cancel by emailing email@example.com. Similarly, if your order has not yet entered the dispatch process, we can adjust the size or colour ordered .
Under UK Distance Selling laws, you have the right to cancel your contract with us, within 7 working days of receiving your order, but we offer you 14 days to cancel the contract. You will need to advise us of this in writing so we can issue you with a full refund and we would ask you to return the cancelled items to us. For more details please see our returns policy section.
If we do not receive the cancelled items back, we may arrange to have them collected at your cost. If you want to cancel your contract with us, please contact our customer service team who will be happy to help you.
I have a discount code, how do I use it?
Type your code into the ‘Discount Code’ box at the bottom of the checkout page, and click ‘Recalculate’ to apply it to your order. If it is not applied at this point, we can’t apply it to the same order later on (though you might be able to use it on a subsequent order).
How do I pay for my order?
We use PayPal to process all our orders which gives you the security of using the world’s biggest online payment processing companies.
PayPal enables any individual or business to pay and get paid online safely and easily.
When will I be charged?
If your payment is authorised, the funds will be ‘reserved’ in your PayPal account for us and you will receive an email confirming that your order has been successful. The payment will only be completed upon dispatch of the final part of your order.
If your card is not authorised, payment will not be taken, and we’ll email to let you know why your bank or card issuer wouldn’t authorise the payment.
Don’t despair at this stage, because there may still be something simple that can be done to get the payment authorised.
I’m not sure if my order went through? How can I find out if it did?
If you successfully placed an order then you should have received a confirmation email. Please also check your junk mail as some spam filters may block automated emails.
You can also log in to your account and see if your order is shown as confirmed.
If you do not have an email, or cannot see a confirmed order in your account, then your order has not gone through.
Has my order been dispatched?
As soon as your order is dispatched, you will be sent an email to confirm that it’s on its way.
Have you received my returned goods?
As soon as your return has been processed by our warehouse, we’ll email you to let you know.
In the unlikely event that you don’t receive this email within 10 days of posting your parcel to us, please get in touch with our customer service team and we’ll confirm if it was received.
If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.
My return was processed but I wasn’t refunded my delivery charge
We will usually refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations, or the entire order was faulty.
If you are returning a non-faulty item outside the Distance Selling Regulations, then the cost of returning the item to us is your liability. Please note the item is your responsibility until it reaches us; for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot refund return items lost in the post.