SHIPPING & RETURNS
What methods of courier do you use?
We use Royal Mail for International customers and for UK customers, Royal Mail and DPD.
I did not receive a tracking link, where is my parcel?
You should have received a tracking number in your shipping confirmation email. Depending on what method of courier you chose, you will be able to use this number in the
DPD tracking link - https://www.dpd.co.uk/service/
Royal Mail tracking link - https://www.royalmail.com/track-your-item#/
What should I do if my item has not been delivered yet?
Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive.
You’ll be able to get the latest updates on your order by clicking the tracking link in your shipping confirmation email. Alternatively, you can log into ‘My Account’ and click ‘Track This Order’.
Your tracking link will be able to provide up to date information on the status of your order.
If your estimated delivery date has passed and you haven’t received your order, please get in touch with us.
Can I track the delivery of my order?
If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.
Can I have my parcel redirected to another address?
For your security we aren't able to change the address your order is being sent to. Don't worry – if you're not in when a delivery is attempted our delivery partner will leave a card advising how to arrange a redelivery or where you can pick up your parcel.
What happens if I’m not in when my order arrives?
Someone needs to be in when your parcel is due to be delivered as we may need a signature. However, don’t worry if this isn't possible as our delivery partner usually tries to deliver more than once.
Alternatively they'll leave a card confirming that they've either left it with a neighbour, left it in a safe place, when they will try to redeliver or give you details on how to collect it.
My order status says “unfulfilled” why hasn’t it shipped yet?
If the status of your order is showing as 'unfulfilled,” it means that we're busy getting your order together ready to be sent out.
During busy times, this status may show on your order for longer than normal. Your estimated delivery date is on your order confirmation email and includes the time it takes for us to package your order.
You'll receive another email when we send your order to you, which will include a tracking link if your order has been sent with one of our trackable delivery services.
What does your packaging look like?
We ensure that all of our packaging is discreet, with no stickers stating the name of the company and plain packaging.
RETURN & EXCHANGE POLICY
Do you refund delivery charges if I return something?
No, we do not.
What should I do if my refund is incorrect?
We’re really sorry if we’ve made a mistake with your refund!
If this is the case please contact us and we’ll try and sort it out for you as soon as possible.
Why haven’t I received my refund yet?
Your refund can take between 5-10 working days to process into your account once it has been done. Please wait for this allocated time before getting in touch with us.
I’m a UK customer, have you received my returned items?
It can usually take up to 7 working days (excluding weekends and bank holidays) from the day after the date of your return, for your parcel to be delivered back to our warehouse and processed.
We'll send you an email as soon as we've received your return, informing you of the next steps.
What is your returns policy?
We hope you love your purchase. However, if you are unhappy with your purchase, or it does not meet your requirements, you can return it to us.
Items must be returned in their original condition and unopened, within 30 days of the date you received it. We can offer a full refund for the price you paid.
If you are returning a product to us because it is incorrect, we will only refund your postage costs if the item is wrong through an error on our part and not if the product was wrongly ordered by yourself.
For more information on our returns, please check out our refund page.