FAQs
Before contacting us, please take your time to read through our FAQs which may provide the answer to your questions. If you cannot find your answer and want to get in touch then please contact us through our contact us page.
Orders
Has my order been dispatched yet?
Orders are generally dispatched within 1-5 working days, sometimes sooner. You will receive a dispatch email when your order has been dispatched, please check your SPAM/Junk box just in case it slips in there. If you cannot find your dispatch email or think you may have deleted it, contact us and we can give you real time information on whether your order has been dispatched or not.
I put the wrong address for my order, can I change it?
If you have put in the incorrect delivery address on your order then please contact us within 24 hours. If your order hasn't been shipped then we can update your delivery address but if the order has been shipped then unfortunately there is nothing we can do.
I ordered 2 or more items, why did I only receive one?
When you order multiple items at a time they might be shipped separately as products are shipped from different warehouses. You may receive one item before the next. So don't panic if you don't receive all of your items at once... they will get to you!
I need to cancel or change my order, how do I do this?
We always try our best to facilitate you, however if your order has already been shipped then we cannot cancel your order.
If you would like to change your order then please contact us ASAP. We will try our best to accommodate any changes providing your order hasn't already been shipped. If your order has been shipped then we will not be able to change the order.
Why did I not receive a confirmation email after placing the order?
There's a good chance that our email has ended up in your SPAM/JUNK folder so please do check there. If you still cannot find it and would like it resent then please do let us know.
Shipping
How long will delivery take?
Orders are typically processed and dispatched within 1–5 business days. Delivery times vary by location, but delays can occasionally occur due to factors beyond our control.
My order hasn’t arrived yet. What should I do?
If your order has been 15 working days or more since dispatch and hasn’t arrived, please reach out to us. We’ll look into it and either resend your order or offer a full refund under our Money Back Guarantee.
Tracking
I don’t have a tracking number. When will I get it?
Once your order is dispatched, you’ll receive a dispatch email. You can then contact us for tracking updates or any additional details about your shipment.
My tracking number isn’t updating. What does that mean?
Tracking information can take 24–48 hours to update once your parcel is in transit. If you still see no movement after a few days, please contact us so we can investigate with the carrier.
Returns & Exchanges
What is your return policy?
Our return policy lasts 14 days from the date of purchase. If 14 days have passed, we can’t offer a refund or exchange. To be eligible, your item must be unused, in the same condition as received, and in the original packaging.
Are there any items that cannot be returned?
Yes, certain products are non-returnable for hygiene or safety reasons. These include:
- Perishable goods (food, flowers, newspapers, or magazines)
- Intimate or sanitary products
- Hazardous materials
- Flammable liquids or gases
If you’re unsure whether your item qualifies, contact us before sending it back.
How do I start a return?
To start a return, please contact us. We’ll provide instructions and a return shipping label if applicable. Please note that items sent back without first requesting a return will not be accepted.
Payments
My card was declined - what should I do?
Don’t worry. This can happen for a variety of reasons. Please contact us, and we’ll guide you through the next steps to complete your purchase successfully.
Gifts
Can I send an item as a gift?
Yes, absolutely. You can enter the recipient’s name and address at checkout. We don’t include pricing details in gift orders.
Do you offer gift packaging?
Some products are eligible for gift wrapping or special packaging. Please check the product page or contact us before placing your order for more details.