FAQ's

PRODUCTS

How do I check if an item is in stock?

If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.


However, from time to time and particularly with some of our more popular items,  there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.


If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via our contact form.

An item is out of stock, when will it be available?

Items which are ‘Out of Stock’ vary in timescales to get them back in stock. Please sign up to our ‘in-stock notifier’ to be notified when become available.

An item I bought is now on sale, can I get the price difference refunded?

As an online business, our prices change in accordance with trends, customer demand and stock availability. We are, therefore, unable to refund the difference in price when an item you have purchased goes into sale.

ORDERS

Do I need to create an account to make an order?

You do not need to create an account to make an order.

However, we recommend that you do create an account to enjoy the benefits of managing your account which includes saving your payment information, address details and reviewing your order history.

Some items are listed as 'PRE-ORDER' what does this mean?

Pre-ordered items are items that are not yet in stock but are still available to purchase to give you a chance to secure your favourite and most popular items before they are released to avoid the disappointment of the item selling out.

We will provide you with estimated delivery times on the product page of your chosen item, please note these delivery times are guidelines and we will contact you if there is any change to the dates stated.

Please note: If you have purchased a pre-ordered item and an item that is in stock on the same order, your full order will not be shipped until all items are available.

How do I know if my order was successful?

If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.


However, from time to time and particularly with some of our more popular items,  there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.


If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via our contact form.

Why haven't I recieved an order confirmation?

You should receive a confirmation email within 30 minutes of placing your order.

Firstly, please check your spam/junk folder. If you still haven’t received your confirmation email within 24 hours of placing your order please contact us via our contact form.

Is it possible to change my delivery address and cancel/amend my order?

Yes. However, please email us at your earliest convenience after placing your order.

PAYMENTS

Do your prices include VAT?

Yes, all our online prices include VAT.

Where do I apply my discount code?

You can add a valid promotion code at the checkout process.

What payment methods do you accept?

We accept all major credit/debit cards, Paypal, Apple Pay and also Klarna & Clearypay which allows you to Buy Now Pay Later – interest-free.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed unless you checkout with our ‘Buy now, Pay later’ options – KLARNA or CLEARPAY.

DELIVERY

How long will it take for my order to arrive?

We aim to dispatch all orders within 7 working days.

Our chosen courier will then deliver your order to you within 3-5 working days.

Do you deliver to a PO BOX address?

Unfortunately not.

All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

What courier do you use for deliveries?

Your order will be delivered by Royal Mail, Parcel Force or YODEL.

Can someone else sign for my delivery?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

RETURNS & REFUNDS

How do I return an item?

Please contact us via our contact form.

Who pays for returning an order?

If you are returning an unwanted item for a refund, the customer is responsible for covering return postage.

Should you be returning a faulty item for a refund we will provide you with a pre-paid returns label.

How do I know when you have recieved my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.


We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.


Should you have any queries about your return, please feel free to contact our Customer Service team via our contact form.

How long will it be before I get my refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods.

Once our returns department have done this, an automated refund is generated on our system.

Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days.

When returning your products please remember to include your original invoice, without this it may delay your refund.