Frequently Asked Questions

Need help?

 

How can I contact customer support?

You can reach our customer support team by emailing us at [email protected] .

Customer Service hours: Monday – Friday: 8:00 AM – 5:00 PM (GMT) 

Saturday – Sunday: Closed

We aim to respond within 1-2 business days.

Where do you ship to?

We currently ship exclusively to the United Kingdom.

What are the shipping costs?

We provide free shipping on all UK orders, with no minimum spend required.

Will I be charged customs fees or import taxes?

No. The price you pay at checkout is the final price.

How long will it take to receive my order?

Below are our estimated delivery times:

  • Order cut-off time: 5:00 PM (GMT)
  • Orders placed after this time are processed on the next business day
  • Handling time: 1–4 business days (Monday to Friday)
  • Transit time: 6–12 business days (Monday to Friday)
  • Estimated total delivery time: 7–16 business days

For more details, please see our Shipping Policy.

Can I cancel or change my order?

We process orders promptly to help ensure quick delivery. If you need to cancel or change your order, please contact us as soon as possible at [email protected] . If your order has not yet been processed or shipped, we will do our best to honor your request. Once an order is in transit, it cannot be modified.

How can I track my order?

After your order ships, we will email you your tracking number. You can then track your parcel at any time through our Track My Order page.

What if my item arrives damaged or defective?

We’re sorry this happened. We want every order to arrive in perfect condition. If your item is damaged or you received the wrong product, please email [email protected] and include clear photos showing the issue. In these cases, you do not need to pay for return shipping.

After we receive and inspect the return, we will arrange either a free replacement or a full refund within 7 business days. Please note that, depending on your bank or payment provider, it may take an additional 5–7 business days for the refund to appear in your account.

Is my payment information safe?

Yes. All payments are encrypted using SSL technology and are processed by trusted payment providers. We do not store or have access to your full payment details.

Which payment methods do you accept?

We accept a range of secure payment options:

Available payment methods will be shown at checkout. More information can be found in our Payment Policy.

Where can I find more information about your policies?

You can learn more by visiting our policy pages:

My order hasn’t arrived yet. What should I do?

Most orders arrive within the estimated delivery timeframe, but occasional delays can happen due to factors outside our control.

You can check your order status on our Track My Order page. If your order has not arrived within 3 business days after the estimated delivery window, please contact us and we will investigate it for you.

How long do I have to request a refund?

You may request a return or refund within 30 days of receiving your order, provided the item meets our return conditions. 
Please do not send items back until you have received return instructions.

Full details are available in our Refund Policy.