Do I need to open an account to make an order?
No, you can also simply place an initial or repeat order as a new customer. However, if you have our account, there are some additional benefits – as below:
Fast checkout process; Easily view order status and order history; Receive updates detailing our new releases and special promotions.
What if I forget my password?
On the login page, click "Forgot your password?" and you will be redirected to a page where you can create a new password.
What if I enter the wrong email/delivery address?
Please contact and advise this to us at once us so we can immediately change/correct our record of your wrongly given email address, but we cannot change delivery address once it is put in play so, please ensure that you always fill in your delivery address correct in all details – especially the full postal or zip code - otherwise the package(s) we dispatched to you will likely be returned to us as undeliverable.
Is there an exchange rate?
All our transactions are based on the pound sterling. If your credit card is based on a different currency, your order amount will be calculated based on the daily exchange rate at which the card issuer processes the transaction date.
What payment method do you accept?
We accept all major credit cards (VISA, MasterCard, American Express) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers or cash on delivery.
What if I don't have a Paypal Account?
Don't worry as you do not need to own a PayPal account to pay: you may enter your credit card's data directly at PayPal and complete your payment. You don't need to register a PayPal account either.
1) MAKE SURE THE "PAY WITH DEBIT OR CREDIT CARD" OPTION IS SELECTED
If your PayPal page looks as follows, just click on "Pay with Debit or Credit Card" or "Check out as a Guest".
2) ENTER YOUR CREDIT CARD'S DATA
Address, email & phone number may also be requested depending on your country.
When you are done, click on "Review and Continue".
3) CLICK ON "PAY NOW"
4) CLICK ON "NO, THANKS" WHEN ASKED ABOUT CREATING A PAYPAL ACCOUNT. YOUR ORDER IS COMPLETE!
DONE! YOU WILL SHORTLY RECEIVE YOUR ORDER CONFIRMATION EMAIL TO CONFIRM YOUR PURCHASE! ENJOY SHOPPING :)
How safe is my online order?
When you buy online with a credit card, all your information is entered into the SSL secure web page. Your information will then be encrypted via SSL and sent directly to our credit card provider network, and your cards and transactions will be authorised and approved. Your credit card information is not stored on our server.
How can I change or cancel an order?
We reserve the right to accept or reject the order or any part of it at any time after receiving the order, even after the customer receives the order confirmation or the credit card is authorised. If the credit card has been authorised for the purchase and the order is cancelled, we will issue a credit accordingly to the original payment method. Please note that any orders that have been packaged or shipped cannot be cancelled.
Can I change my shipping address after placing an order?
Please note that your shipping address cannot be modified after the order has been confirmed, processed or shipped – in transit.
How to track orders?
We will email your tracking information as soon as your order is shipped. Usually, we receive the tracking number one day after shipment. Please click here to track your orders.
When will my order be processed?
All orders are handled and shipped out from our international warehouses. Please allow extra time for your order to be processed during holidays and ‘sale’ seasons. We process orders between Monday and Friday. Orders will be processed within 5 business days from the order date and shipped the next day after the processing day. However, during peak periods, due to high demand, shipment can take up to 7 business days to dispatch.
Please contact us at firstname.lastname@example.org, if you do not receive tracking confirmation after 7 business days from the day you completed your payment.
I ordered 2+ items, but only received one… where is the rest of my order?
As we ship direct from several locations worldwide, items will sometimes ship separately from multiple locations. If a package arrives with items ‘missing’ don't panic, we will make sure that everything arrives safely to you and in a timely fashion. Just drop us a short message at email@example.com, so we can make sure everything is in order.
If you have only received one tracking number and you are still missing an item/items please contact us to assist at firstname.lastname@example.org
How do I return an item?
If you are not happy with your purchase and wish to return an item, please contact us within 7 days from receiving your order. Please provide your order number as well as the reason for your requested return. Our customer service team at email@example.com will review your request and send instructions if the return request is approved. Please click here to see our full list of Return/Exchange/Refund Policy
What if the item(s) I received are defective/incorrect/damaged?
Please contact us within 7 days from receiving your order at firstname.lastname@example.org if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) showing product defect and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
How long is the return process?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
When will I receive my refund?
All refunds will be credited to your original form of payment – i.e. If you paid by credit card, refund details will be sent by us to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. If you haven't received a credit for your return by then, here's what to do: Please contact the relevant bank/credit card company – giving full details according to their requirements - to ascertain that this matter is in hand with them and ask when the refund will appear on your statement; individual card company systems for handling refunds may vary and in such a case a standard answer cannot be given by us.