Q & A about the platform and other product information you would like to know!
Where is my order?
Please follow the steps below:
- Find the current status of your order by logging into your account and viewing your order history. This will display previous and outstanding orders. Click through to view your order and you will be able to see the date your order was dispatched.
- Please check your email to see whether you have received a dispatch confirmation for your particular order. This email will confirm the estimated delivery date for your order and a link to the courier website if your order has been sent on a tracked service.
- If your order has been dispatched, please check the delivery timescales to see when your order should arrive.
You may also find the following information useful...
How will I know when my order has been dispatched?
You will receive an email from us to confirm your item has been sent. We send each item you have ordered separately to prevent any delays with your order, unless specifically asked by you to consolidate an order.
You can also check the status of your order by accessing your account. Once the status of your items changes to dispatched it has left us and is on its way to you.
How to track my delivery?
Once your order has been sent, you will receive a shipping confirmation email which will advise your estimated delivery date. If your order has not arrived by the estimated delivery date, we're here to help.
Please can you check the following before getting in touch?
- If your order has been sent on a tracked service, check the tracking link via your shipping confirmation email to view the up to date tracking.
- Sign into your account to check we have the correct delivery address for your order and your contact details are up to date.
- Check to see if you have a delivery card from one of our carriers. Your parcel may be awaiting collection at a local sorting office or delivery depot, or you may need to arrange re-delivery.
- Check with your neighbors to see if they have accepted the parcel on your behalf.
- Look in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.
If you still cannot locate your order we ask you to please allow the following amount of time to pass before reporting your order as missing:
US/EU Region - 10 working days
Asia Pacific Region - 5 working days
Middle East/ Africa Region - 15 working days
If your order has not arrived after this time, and you are certain that it isn't with a neighbour or another member of your household, please contact us and we will investigate further and arrange a replacement item to be sent.
It is our policy to replace items that are lost in post, this does not affect your statutory rights.
Please note that items must be reported as missing within 40 days of being shipped to you as we are unable to take any action on your behalf after this time.
Amending an order.
You can amend your order by accessing your order in My Account.
What do I do if I have ordered the wrong item?
Don't worry you can cancel the order up to the point of entering our warehouse process by accessing your order in your account.
If you have already received your item, please read our return policy to find out how to return the item to us.
How do I make a change to my order?
Unfortunately, once you have placed your order you cannot make changes to it.
You would need to cancel the order (providing the order has not entered our warehouse process) and then place a new order.
Can I add a product to my order?
Before the period of time the order is shipped, we have a window of opportunity to add your item to the parcel, but adjustments might need to be made for the shipping costs if applicable.
Can I change the delivery address on my order?
In order to protect our customers from potential fraud, we are unable to amend address details once the order has been submitted.
Please ensure that the delivery address is correct before you submit your order. You have the option to change the delivery address at checkout.
How do I cancel my order?
You can cancel your order up to the point of the item(s) entering our warehouse process.
You can do this by:
- Logging into your account and finding your order in the order history section.
- A 'CANCEL' option will display if your order has not yet been dispatched. Select this to continue with your cancellation
- You will then be asked to select a cancellation reason. This helps us to improve our services by understanding why your order is no longer required.
PLEASE NOTE: if any of the items on your order are in stock and display the availability of 'In stock usually dispatched within 24 hours' your cancellation request may not be successful.
Once you have completed your cancellation request you will receive an email to confirm whether the cancellation request was successful. Please allow up to one hour for your email to be received.
If you receive an email advising the request was unsuccessful, we are unable to stop the order from being sent, however you can contact us once you receive the item to arrange a return.
How will I know when my order has been cancelled?
Once you have completed your cancellation you will receive an email to confirm the cancellation request was successful. Please allow up to one hour for us to confirm whether your item(s) has been successfully cancelled.
Returning an item
Please check our Return Policy for more information.
How do I return an item?
In order to arrange a return, please contact us and inform our Customer Service Team of your order number, the item you are returning and the reason for the return.
We will then reply with a unique returns authorization number and the address you need to send the item to.
If your item is faulty you will need to tell us what exactly the fault is.
When you return your item please remember to ask the Post Office for a receipt which you should keep as proof of sending until you have received your replacement or your refund.
We can only refund postage costs if we have sent you the wrong item or if there is a quality issue with your goods. We cannot be held responsible for non-delivery of returned goods.
We will replace any faulty items like-for-like, or if the item is no longer available, will refund the original payment method.
Our returns policy is valid for 14 days from receipt of goods.
Problem with my order
What do I do if I have received incorrect or faulty goods?
We're sorry that your delivery has not gone smoothly. Please accept our apologies for any inconvenience this may have caused.
Please contact our Customer Service Team to arrange a replacement order.
There is an item missing from my order. What should I do?
Due to our extensive range of products your items may be packed in separate parcels and will sometimes be delivered at different times.
Please check the items listed on your dispatch confirmation email. If you are missing an item that is not listed please allow longer for it to be delivered.
If you are missing an item listed on the dispatch email, please contact our Customer Service Team.
I have received my item and it is damaged. What should I do?
We are sorry your order has been damaged, please accept our apologies for any inconvenience this may have caused. Please note if your order has been received damaged we request that you report this within 5 days of your order arriving with you.
Please contact our Customer Service Team who will organize a replacement to be sent.