Frequently Asked Questions (FAQs) – Ordering Information

Welcome! Here you’ll find answers to common questions about placing and managing your order. We are committed to making your shopping experience as smooth and straightforward as possible.

General Ordering
Can I place an order without creating an account?
Yes, you can. However, creating an account offers benefits like easier order tracking and faster checkout for future purchases. We recommend signing up for a more seamless experience.

How will I know my order has been successfully processed?
We keep you informed every step of the way. Once your order is placed, you should receive a confirmation email. A second email will follow when your order is packed and dispatched, which will include your tracking information. A final notification is sent upon delivery. If you do not receive a confirmation email, please first check your spam or junk folder and ensure your email address was entered correctly.

Making Changes to Your Order
Can I make changes or cancel my order after it’s been placed?
We are unable to make any changes to an order once it has been submitted. We ask that you please review all details carefully before completing your purchase. If you need to cancel an order, please contact us immediately. We will do our best to cancel it, but if it has already been processed for dispatch, we will be unable to stop it. In that case, you can return the items using our online return portal for a refund after you receive them.

Can I combine multiple separate orders?
Orders placed separately, even by the same person or going to the same address, cannot be combined after they have been confirmed.

Shipping and Delivery
Why might an item not be available for delivery to my location?
If you see a message stating a product is not available for delivery, this means the item is for in-store collection only. This availability is linked to the shipping method, so changing your delivery address will not alter this status. You can identify these items before checkout by looking for the ‘Available In Store’ indicator on the product page.

Can I collect my order from a physical store?
Yes, if this option is available for the items in your cart, it will appear as a delivery option during the checkout process. You can also see if items are eligible for collection by checking the product page for the ‘Available In Store’ feature.

Discounts and Pricing
Why is my discount code not working?
Promotional discount codes are valid under specific terms. Typically, they cannot be used in conjunction with any other offer and are not applicable to previous purchases. Certain products may also be excluded. If you have a valid code that isn’t applying correctly, please contact our team for assistance.

How do I apply a discount code to my order?
You can enter your discount code in the designated field at checkout. Click “apply” to add it to your order; it will automatically adjust the total for qualifying items. Please note that we cannot reissue a promotion code if your original order is later returned.

Do your prices include all taxes and duties?
Yes, for most regions, the prices displayed on our site are inclusive of all applicable taxes and duties. For deliveries outside the United Kingdom, please be aware that additional import duties or local sales taxes may be levied by your country’s customs authorities. These charges are the responsibility of the recipient and are not included in our prices. For customers in the United States, all applicable taxes and duties are included in the final checkout price.

Do you offer price adjustments or price matching?
We are unable to offer price matching or refund price differences if items are marked down further during a sale event after your purchase.

We hope this information is helpful. For any questions not covered here, our customer service team is ready to assist you. Thank you for shopping with us