FREQUENTLY ASKED QUESTIONS

DELIVERY AND TRACKING

How long does delivery take?  
Our orders are typically dispatched within 48 hours and take between 3–5 business days to be delivered. Please allow up to an additional week during busy periods or due to postal and logistical delays that are beyond our control.

How can I track my order?  
Once your order is dispatched, you’ll receive a shipping confirmation email with your tracking details. If for any reason your tracking number isn’t working or you need assistance, simply reply to the email or contact us — we’re happy to help.

What if my order is lost or damaged?  
If your order arrives damaged or is lost in transit, we will gladly replace it or issue a refund, free of charge. Please contact us within 15 days of delivery and provide a photo (if applicable), so we can resolve the issue promptly.

Are all of the products in my order sent together?  
Some products are occasionally sent separately to reach you as quickly as possible, to avoid additional charges, or because they are being sent from separate distribution centres.

Where are your products made and shipped from?  
Our products are shipped directly from our suppliers in the same country where your order is placed — either UK or US. This allows us to deliver faster and keep prices fair, while ensuring high-quality standards are met.

ORDER CHANGES AND CANCELLATIONS

Can I change my order?  
Yes, if your order hasn’t been processed or shipped yet, please contact us as soon as possible and we’ll do our best to make the change. Orders that have already been dispatched cannot be modified.

Can I cancel my order?  
Yes, if your order hasn’t been shipped yet, please contact us promptly and we’ll be happy to cancel it. Once an order has been dispatched, it can no longer be cancelled.

RETURNS AND REFUNDS

Can I return my order?  
We accept returns only for items that arrive damaged, defective or incorrect. If this happens, please contact us within 15 days of receiving your order and we’ll take care of it for you. Returns for other reasons (such as change of mind or ordering the wrong item) are not accepted due to the nature of our fulfilment process.

Do I have to pay for return shipping?  
If your item is faulty or incorrect, we’ll cover the cost of return shipping or send a replacement — at no extra cost to you. For all other return requests, return shipping is the responsibility of the customer.

Can I exchange my order?  
We don’t offer direct exchanges. If you need a different item, we recommend placing a new order and, if eligible, requesting a return for the original item.

Can I get a refund?  
Yes, we offer refunds for items that are damaged, defective, incorrect or lost in transit. Please contact us within 15 days of receiving your order with a photo (if applicable), and we’ll be happy to assist you. Refunds are not available for change of mind or incorrectly ordered items, so please review your order carefully before checkout.