FAQ

Need help?

Frequently Asked Questions

How can I contact customer support?

You can reach our customer support team by emailing us at [email protected]

Customer Service hours: Monday – Friday: 8:00 AM – 5:00 PM (GMT) 

Saturday – Sunday: Closed

We aim to respond within 1-2 business days.

Where do you ship to?

We currently ship exclusively to the United Kingdom.

What are the shipping costs?

We offer free shipping on all UK orders. There is no minimum order value.

Will I be charged customs fees or import taxes?

No. The price you pay at checkout is the final price.

How long will it take to receive my order?

Below are our estimated delivery times:

  • Order cut-off time: 5:00 PM (GMT)
  • Orders placed after this time are processed on the next business day
  • Handling time: 1–4 business days (Monday to Friday)
  • Transit time: 6–12 business days (Monday to Friday)
  • Estimated total delivery time: 7–16 business days

For more details, please see our Shipping Policy.

Can I cancel or change my order?

We process orders quickly to ensure fast delivery. If you wish to cancel or modify your order, please contact us immediately at [email protected] . If your order has not yet been processed or shipped, we will do our best to accommodate your request. However, once an order is in transit, it cannot be changed.

How can I track my order?

Once your order has been shipped, you will receive an email with your tracking number. You can easily follow your package's journey via our Track My Order page.

What if my item arrives damaged or defective?

We’re sorry if this happens! We want you to receive your items in perfect condition. If you receive a damaged or incorrect product, please email us at [email protected] with photos of the issue. We will arrange a free replacement or a full refund within 7 business days after inspection. (it may take an additional 5–7 business days for the refund to appear on your account.) You do not need to pay for return shipping in this case.

Is my payment information safe?

Yes. All transactions are encrypted using secure SSL technology and processed by trusted payment providers. We do not store or have access to your full payment details.

Which payment methods do you accept?

We accept a range of secure payment options, including:

  • Major credit and debit cards (Visa, Mastercard, American Express, Maestro)
  • PayPal
  • Apple Pay
  • Google Pay
  • Shop Pay

Available payment methods will be shown at checkout. More information can be found in our Payment Policy.

Where can I find more information about your policies?

You can learn more by visiting our policy pages:

My order hasn’t arrived yet. What should I do?

Most orders arrive within the estimated delivery time. Occasionally, delays may occur due to external factors.

You can check the status of your order on our Track My Order page. If your order has not arrived 3 business days after the estimated delivery window, please contact us and we’ll look into it for you.

How long do I have to request a refund?

You may request a return or refund within 30 days of receiving your order, as long as the item meets our return conditions. 
Please do not send items back without receiving return instructions.

Full details are available in our Return & Refund Policy.