Sales and Advice - Call 01268833461

FAQ


Where's my order?

Once you’ve received your dispatch email from us, you can track your order live. Just grab your order number and put it in the 'Track your order' box in the top right of this page.

UK Returns - How do I return my order?

If you need to return something, make sure all the items are unopened and exactly as you received it. You need to get it back to us within 14 days from your receipt order. For hygiene reasons, we can not return any products removed from original packaging.

Track your Order

Pssst...It's on your order confirmation or dispatch email

How do I use a promotional code?

Please add your code at the checkout where you’ll see the ‘Promotional Code’ box. Type your code here, click ‘apply’ and, if it’s valid, your discount will be applied.

Heads up: it’s just one code per order please.

 

Promotions and Discounts

We know you like a good deal so we often have some great promotions running on our website. Just remember, you need to enter the discount/promo code when you are checking out as it can't be applied later.

Having issues redeeming your discount? This might be why:

  • -Oh no – you’re out of time! That code could’ve expired now as we run offers for a limited time.
  • -Trying to use two codes? Sneaky! We love giving you discount, but ask that you only use one code per order please.
  • -Double check your delivery option. Some of our codes only work when you select a specific delivery option such as our Next Day Delivery service.
  • -Check for typos. We all do it – double check you haven’t mistyped the code in your mad dash for discount. Compose. And re-type.
  • -Want. It. All. But check you’ve only picked products from the category on offer.

Please note: Items from the sale Collection Brazilian and peruvian deals products are excluded from all promotions.

What should I do if I've forgotten to use my promotional code?

Unfortunately, we are unable to manually enter discounts after the order has been completed.

Can I track my order?

Tracking your order is easy! Enter your order number into the 'Track my order' facility at the top of this page.

Can I make changes to my order?

Unfortunately, once you've placed your order, our warehouse team will have already started processing your order! Find out more info on our cancellation policy

Can I cancel my order?

To make sure you receive your items as fast as possible, we start processing your order as soon as we receive it. This means that once your order has been placed we cannot stop the process of items being sent to you , you will need to return the items to us.Find out more info on our cancellation policy

What should I do if I receive an incorrect or faulty item?

We're sorry to hear that you've received an incorrect or faulty item. Please send us a message with your order ID, the name/product code of the item you were supposed to receive and further details of the problem within 30 days of receiving your order. Please see 'How do I return an item?' for details on how to return an item to us.

Where do you deliver to?

Our UK shipping service includes England, Scotland, Northern Ireland and Wales, together with the Channel Islands, IOM, IOW and the Highlands and Islands of Scotland.

We also ship to over 200 countries worldwide and currently offer an International Shipping Service which includes USA, Canada, New Zealand, Australia, United Arab Emirates and the following countries within Europe:

Albania, Andorra, Armenia, Austria, Azerbaijan, Azores, Belgium, Bosnia & Herzegovina, Bulgaria, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Moldova, Monaco, The Netherlands, Norway, Poland, Portugal, Romania, Russian Federation, San Marino, Slovakia Republic, Slovenia, Spain, Spitsbergen, Sweden, Switzerland, Turkey, Vatican City State (Holy See).

Will a signature be needed for my delivery?

If you or a neighbour is home to accept the delivery, then a signature will be required. If nobody is home to receive the parcel, then our carriers may attempt to leave it in a safe location. A card may be left to advise you of this, or to confirm that the parcel has been returned to the local depot. You can then contact the courier to arrange collection or to schedule a new delivery date that is more suitable for you.

How long do I have to return an item?

If you are a customer in the European Economic Area (EEA), you have a legal right to change your mind within 14 days and receive a refund for most products that you buy from us online. If you would like to cancel an order because you have changed your mind, you must tell us no later than 14 days after the date you receive the last of your items and you must return your items to us within 14 days of notifying us that you would like to cancel your order.

If you receive an incorrect or faulty item, we will let you know whether you need to return the item to us and if you wish to exercise your legal right to reject the item you must return it to us.

For USA, Canada, Australia and New Zealand customers please return items within 14 days of the date shown on your dispatch note.

For all other International customers, please return unsuitable items within 14 days of the date you receive the parcel.

Please return unsuitable items in its original packaging. Please note, we cannot offer refunds if the hygiene seal is not in place or has been broken.

All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

Customer Care

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