Frequently Asked Questions
How can I pay?
We try to make payment as easy as possible for you. You can complete your order securely using the following payment methods:
- Credit card: Visa, Mastercard and American Express
Where can I find my invoice?
After placing your order, you will receive a confirmation with an overview of your order. You can request an invoice copy by contacting email@example.com
How do I follow the status of my order?
We are keen to keep you up to date with your order. You will receive the following updates by email:
- Great, you have placed an order! You will receive an order confirmation and we will immediately get to work for you.
- You will receive a delivery update as soon as your order has been packed and is on its way, allowing you to keep an eye on its status with our carriers.
Do I have to pay shipping costs?
Delivery charges vary depending on the products in your basket and specific delivery charges will be displayed on product pages and the checkout page.
Do you offer Click & Collect?
Unfortunately, we currently do not offer Click & Collect.
What delivery options can I choose?
Information on delivery can be located on our Delivery and Returns page.
How quickly will I receive my order?
Once we receive your order, our team aims to dispatch it on the next working day. From dispatch, your order would take approximately between 1-3 working days to reach you.
Can you deliver to another country?
Currently we only offer delivery to UK addresses.
I have not received an order confirmation, has my order been placed?
Your order confirmation will generally arrive within an hour completion of your order (also check your spam folder). If it has not arrived, check whether the purchase amount has been deducted from your account. If this is the case, you can safely assume that the order has been successful.
Please inform us at firstname.lastname@example.org if you have not received confirmation a few hours after placing your order, so we can let you know if everything has gone well.
What should I do if I have ordered something incorrectly?
We want you to be satisfied with your purchase. Of course, you may accidentally make the incorrect choice, or change your mind. After placing your order, we can no longer change this for you. After receiving your products you can of course return your unwanted products.
Can I get my order gift wrapped?
Unfortunately, we currently do not offer gift wrap on orders.
Do you offer discounts for bulk purchases?
If you are looking to purchase a substantial quantity, please reach out to us at email@example.com
Can I return my products?
Full refund of the product is eligible if you have told us within 14 days of receiving your goods. You will have another 14 days to return the goods back to us.
Once we receive your returned product, you will receive your refund within 14 days. Further information can be found on our Delivery and Returns page.
Are returns free?
Please note that you are responsible for the costs of returning items. If you choose for us to arrange for them to be collected and/or shipped, the return shipping charge can vary between £5 – £15 for small parcel courier services and from £65 – £95 for large parcel courier services. This cost will be deducted directly from your refund. Collection of the product(s) will only take place from the delivery address to which they were delivered.
How do I return my order?
Please contact firstname.lastname@example.org to initiate your returns process.
My product does not work as expected, what should I do now?
Naturally, we want you to enjoy our products optimally. All collections have been compiled with care and tested to guarantee quality. If your product somehow does not completely match your expectations, we would like to hear from you.
Please inform us of your product experience and we will be delighted to see how we can assist you further. It would help us greatly if you could also send the batch code of your product to email@example.com. We will then of course ensure that you can once again enjoy your favourite product as soon as possible.