Order Issues

I made a mistake with my order! What should I do?

You are able to cancel and rebuild your order up to 1 hour after it's placed.

If you have an account registered with us, simply go to your account area, then click on 'My Orders' - you should then see a 'Cancel Order' button under any orders placed up to 1 hour before. Simply press this button, and opt to save your items for later.

The order will then be cancelled and moved to your basket, where you can make any amendments and reorder. 

If you don't have an account registered with us, check your email confirmation and follow the link to cancel your order.

Please note, to ensure that our warehouse team can dispatch all orders on time, the 'cancel order' function is not available between 18:00-22:00.

I’ve received a faulty item, what should I do?

We’re sorry if you have received a faulty item, we understand this must be frustrating and we’d like to get this sorted for you as quickly as possible.

So we can get a better understanding of the fault, please take some photographs or a video demonstrating the issue with the item and get in touch with our Customer Service Team and we’ll get back in touch as soon as possible with a resolution for you.

Please note: Due to the complex nature of our products, we require a photograph or video of faulty items so we can check this against our current stock and ensure the fault does not reoccur.

I’m missing an item from my order, what should I do?

We’re sorry to hear there’s an item missing from your order. Before contacting us, we recommend checking the following:

• We may have sent your items in separate parcels, so please allow the full 5 working days (for standard deliveries) or 1 working day (for next-day deliveries) for your complete order to arrive.
• Sometimes, the courier may deliver to a neighbour or to a safe place if no one is present to accept your order. Please double-check your tracking information for details like this.

If you have an item missing from your order, please let our Customer Service Team know via our Contact Form within 28 days of your order being delivered and we’ll do everything we can to help.

I’ve received an incorrect item in my order, what should I do?

We’re sorry to hear you’ve received an incorrect item, and we’d like to get this sorted right away.

Please get in touch with our Customer Service Team with a photograph of the incorrect item so we can find out what went wrong. We will then do everything we can to resolve the issue and get a refund or the correct item sent out to you.

My delivery is late! What should I do?

We’re very sorry that your order has been delayed or delivered later than expected.

Please take a look at our Delivery FAQ Page, which will tell you how to proceed.