Frequently asked questions (FAQ)
Orders
How do I place an order?
Add products to your basket and then go to checkout. You don't need an account to shop, but registering lets you keep track of your order history.
Can I cancel my order?
Yes, you can cancel your order until it has been handed over for dispatch. To do this, go to 'My account' > 'Orders' or contact our customer service team.
Where can I find my order number?
Your order number is in your order confirmation email and in your account under 'My orders'.
Can I change the delivery address after placing my order?
If your order has not been dispatched yet, contact us as soon as possible. We will do our best to update the delivery details.
Payments
Which payment methods are available?
You can pay by debit or credit card (Visa, Mastercard, American Express), Apple Pay or Google Pay. All payments are processed securely by Stripe.
Do you charge extra for paying by card?
No, we do not add any extra charges for card, Apple Pay or Google Pay payments.
How long does it take for my payment to be received?
Card, Apple Pay and Google Pay payments are confirmed almost immediately — you'll see the confirmation as soon as you place your order.
Delivery
How long does it take to process an order?
We deliver by tracked courier to your door. The current delivery time is shown on our Delivery page and at checkout.
How much does delivery cost?
Delivery costs depend on the value of your order, and orders over a set amount qualify for free delivery. You can find the current prices and free delivery threshold on our Delivery page.
Do you send parcels abroad?
We currently deliver within the United Kingdom only.
Returns and Complaints
How long do I have to return an item?
You have 14 days to cancel the contract without giving a reason, starting from the day you receive your parcel.
How do I return an item?
Click “Cancel your contract here” in the page footer (or on the order page in your account), enter your order number and email address, choose the products and confirm. You will receive a confirmation email straight away, together with the address to send the goods back to. The buyer pays the cost of returning the goods.
When will I get my refund?
Within 14 days of receiving your cancellation. We may withhold the refund until we receive the goods back or proof that you have sent them. The money is returned using the same payment method you used — you don't need to give us your bank account number.
Your Account
How do I create an account?
Click the 'Account' icon in the top right-hand corner of the page and choose 'Register'. You can also create an account while placing an order.
I've forgotten my password. What should I do?
Use the 'Forgotten your password?' option on the sign-in page. We will send a password reset link to your email address.
Is my data safe?
Yes, we protect your personal data in line with the UK GDPR. We use SSL encryption to keep your transactions secure.