Frequently asked questions

Do I need an account to place an order?

No, you can also place an order as a guest. However, there are some advantages to having an account with us:

  • Faster checkout process

  • Easy access to your order status and order history

  • You receive updates about our new releases and special offers

What if I entered the wrong email address?

Please contact us so we can update your email address. We can change your email address, name, and delivery address, but we cannot change your order itself.

Are there any currency exchange rates?

All our transactions are based on US dollars. If your credit card is billed in a different currency, the total amount of your order will be converted according to the exchange rate on the date your card issuer processes the transaction.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX), Apple Pay, and Google Pay. We do not accept personal cheques, money orders, direct bank transfers, debit card payments, or cash on delivery.

How secure is my online order?

When you shop online with your credit card, all your information is entered on an SSL-secured website. Your information is then SSL-encrypted and sent directly to the network of our credit card provider, where your card and transaction are authorised and approved. Your credit card information is not stored on our servers.

How can I change or cancel my order?

We reserve the right to accept or reject all or part of an order at our discretion at any time after receiving it, even after the customer has received an order confirmation or the credit card has been authorised. If the credit card has already been authorised for the purchase and the order is cancelled, we will issue a refund to the original payment method.

Any cancellation made after placing the order is subject to a cancellation fee of £0.50, regardless of when the cancellation occurs (even if just a second later), as our payment processor charges us a fee for cancellations.

Please note that orders that have already been packed or dispatched cannot be cancelled.

Can I change my delivery address after placing an order?

Please note that your delivery address cannot be changed once the order has been processed or dispatched. Please ensure your delivery address is your home address rather than a work address, as we cannot predict how long the customs department at the destination will hold the package.

When will my order arrive?

Delivery times depend on the shipping option you selected. Once your order has been dispatched, we will email you the tracking information the next day, as tracking details typically become available 24 hours after dispatch. We are not responsible for delays caused by the customs authority in your country.

How can I track my order?

We will email you the tracking information as soon as your order has been dispatched. Usually, you will receive the tracking number one day after we have shipped your order.

Can I use multiple discount codes on one order?

Promotional and discount codes cannot be used in conjunction with other offers or discounts unless otherwise stated.

What should I do if items are missing from my order?

If anything is missing, please contact us immediately.

When will my order be processed?

All orders are processed and shipped from our warehouse. Please allow extra time for order processing during holidays and sales seasons.

We process orders Monday to Friday. Orders are processed within 2–3 working days from the order date and dispatched the day after processing. Please note that we do not ship on weekends.

Please contact us if you have not received a shipping confirmation within 5 working days after your payment has been completed.

Will I be charged customs duties and taxes?

Import taxes, customs duties, and related fees may be applied once your order reaches its final destination. These fees are determined by your local customs office.

Payment of these fees and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by customs in your country. For more information about fees, please contact your local customs office.

How can I return an item?

If you are not satisfied with your purchase and wish to return an item, please contact us within 30 days of receiving your order. Please provide your order number and the reason for your return. Our customer service team will review your return request and provide further instructions if the return is approved.

All returns must be in their original condition with intact packaging.

What if the items I received are defective, incorrect, or damaged?

Please contact us within 7 days of receiving your order if you have received incorrect, missing, or defective items. Please include your order number, photos of the item(s), and any relevant notes upon receipt of your package. We will do our best to resolve your case as quickly as possible.

How long does the returns process take?

Processing returns may take up to 14 working days from the date we receive your returned goods. We will notify you by email once your return has been processed.

When will I receive my refund?

All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds are sent to the card issuer within 7–10 working days after we have received the returned goods or the cancellation request. Please contact your card issuer if you have questions about when the refund will be posted to your account.

If you have not yet received a refund for your return, please follow these steps: Contact your bank or credit card company. It can take some time before the refund is officially posted to your account.