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Online Order Queries
I'm missing an item from my order, what do I do?
If you are missing an item in your order please check your email to see whether your items have been sent in separate parcels. If so, you will find a delivery note inside each parcel telling you what you can expect to find inside. Please check your delivery notes from each order to ensure you have received all your items.
Our Customer Care Team will be more than happy to help if you find you are missing any items. Please include the missing item’s name, colour and size.
How do I leave feedback?
We love when our customers share their experiences with us and to leave any feedback, please click here. Your feedback is important to us, however, we aren’t able to send confirmation of receipt from our Customer Care Team but any comments will be looked into so we can provide you with best experience possible.
What do I do if I receive a faulty item in my order?
As soon as you discover a fault with an item, please contact us with:
- The order number.
- The faulty item's name, colour and size.
- A FULL description of the fault.
We want to sort any issues with faulty items quickly and we aim to respond to you as soon as possible.
I have an incorrect item in my order, what do I do?
We apologise for any incorrect items that you receive in your order. To get this resolved, all you need to do is contact our Customer Care Team with:
- The order number.
- Incorrect item’s name, colour and size
Can I amend/cancel my order after I’ve placed it?
Unfortunately, we are unable to amend or cancel your order once it has been placed. This includes changing the delivery option, delivery address or payment method. This is because as soon as you have placed your order, we do our best to get it packed and sent as quickly as possible.
However, you are able to return any unwanted items for a refund once you have received your order. To read more information on our Returns Policy, please click here.
Why has my order been cancelled?
Please don’t worry if you find your order has been cancelled; our Customer Care Team will send you an email to advise you of the reason. You should receive this email within 48 hours and it may appear in your junk or spam, so make sure to check these folders as well. If you do not receive this email then please contact us.
Can I get a refund if the price has changed since I ordered it?
If you order an item which then changes in price after your order has been placed, we are unable to refund the difference. We apologise for any inconvenience caused.
Can I order over the phone?
Unfortunately we are unable to take orders over the phone. We listen very carefully to our customer feedback and this is something we are working towards. Please look out for updates and news on our website.
Do I need to create an account?
No, you do not need to make an account to make a purchase on our website. However, registering for an online account allows you to track the progress of your current order as well as view your order history.
Can I use my credit note or gift voucher online?
At the moment we can only accept all major debit cards, credit cards as well as payments through PayPal online. We take on board all of our customers comments regarding how we can improve our services and this is something we are working towards.
Prefer to speak to us instead?
Speak to our Customer Care team on 0800 011 9200
Our team are available Monday to Friday, from 08:30 - 17:00