FAQ? : Order Queries

 

Q1: Where is my order?
Q2: What should I do if my order is missing?

Your order should arrive within the promised time, which you can open your order confirmation email. You will also can receive a tracking link in this email, so check this out for any delivery updates.

If the delivery time frame has passed, and you’ve still not received your items, please get in touch with our Customer Service & Support team with your order details. Please make sure to send us your order number, so we can investigate your order status for you.

 


Q3: Can I cancel my order?

Once you have placed an order with us, our team work hard to make sure we are promptly starting to process your order, therefore once you are charged we are unable to cancel your order.

 


Q4: Can I modify my order after it has been placed?

Once you have placed an order with us, our team work hard to make sure we are promptly starting to process your order, therefore once you are charged we are unable to make any modifications.

 


Q5: What can I do if my order is going to the wrong address?

Please take extra care when entering your shipping instructions at checkout, once an order has been placed, we only have a short space of time in which to modify an address and sadly, if the local parcel has already been dispatched, we are unable to change your shipping address for you.

If you find that you have entered the incorrect address, please contact our Customer Service & Support team with your order details and your correct address information. We will try to help you as much as we can!

 


Q6: Where is my order confirmation?

Once you’ve placed an order with us you’ll receive an order confirmation via email to the address provided. If you did you not receive an email, please check your spam / junk folder and double check you entered your email address correctly.

If you still haven’t received one after 36 hours, please contact our Customer Service & Support team where we’ll be able to advise you further.

 


Q7: What do I do if I’ve received the wrong item?

We are sorry that you have received the wrong item in your order! For all customer, please contact our Customer Service & Support team, where we will be able to advise you further on the next steps.

 


Q8: There’s an item missing from my order, what should I do?

We are sorry that you have not received all items in your order! For all customer, please check your emails or junk emails to see if you’ve received an out-of-stock notice from us. If you haven’t received this, please contact our Customer Service & Support team with your order details, so we can resolve this for you.

 


Q9: I purchased an item on pre-order, when will it arrive?

If you’ve purchased a product with us on pre-order, we will always state the date that your item will be shipped on the product page. This will also be repeated at checkout. Please allow 3-5 working days for your item to arrive after this dispatch date.

If 5 working days has elapsed after the proposed dispatch date, please contact our Customer Service & Support team with your order details.