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. Once the order has been dispatched, you will receive an invoice to your email address. If you have not received a copy, you can request an invoice copy by contacting firstname.lastname@example.org
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?
Currently we are offering free delivery on all our products.
Do you offer Click & Collect?
Yes, we do offer click and collect from our store in Harrow, HA2 0LH.
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 2-5 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 email@example.com if you have not received confirmation a few hours after placing your order, so we can let you know if your order has been received.
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 within the specified return period. More information can be located on our Delivery and Returns page.
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 bulk quantity, please reach out to us at firstname.lastname@example.org
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. Further information can be found on our Delivery and Returns page.
How do I return my order?
Please contact email@example.com 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 does not 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 firstname.lastname@example.org. We will then take relevant actions to rectify any issues.