Frequently Asked Questions

  • How can I change my mailing preferences?

    If you have an online account, you can opt out of our mailing list under ‘Marketing Preferences’ in the 'My Account' section. Alternatively, please contact us with your full name and address and one of our advisors can arrange this for you.

  • Will you be getting any more stock?

    If we’re expecting further stock, items will be available to pre-order. Otherwise, we do receive returns daily, so keep an eye on our website as the item you’re looking for may reappear!

  • How do I apply my 4-digit offer code?

    If you see a banner for the offer, click it! Otherwise, you can apply the 4 digit code in the "Promotion code" box - this is found on the Checkout page, under your shopping list. 

  • How do I apply my voucher code?

    Check those 12 digits – any letter "O"s are actually zeros! Then head to the Checkout page, where you will see "Apply a gift voucher", in the "Payment Details" section. Click on this, enter the code, and click "+ADD“.

  • How do I change my delivery address?

    If you have already placed your order, please contact us via web chat, or through our contact us page with your order number to hand, and we will see what we can do for you. 

    Alternatively, if you would like to change your address in your online account, please proceed to the ‘My account’ section, followed by the ‘Address book’.  Once here, you can edit an address by clicking on the pencil icon, and following the on-screen instructions.  After this, please be sure to assign the ‘Delivery’ tick box to the correct address!

  • How do I change or cancel my order?

    We’ll need to check the status of your order to see if this is possible, as it might already be on its way. Please contact us page us with your order number to hand, and we will be happy to look into this further.

  • How do I track my order?

    Your tracking information can be found on your despatch confirmation email, in the ‘Delivery Info’ section (just under your item list). This will let you know where your parcel is if you click on the link, but if it has taken longer than the stated delivery time, please contact us with your order number to hand, and we will be happy to look into this further.

  • My order hasn’t arrived, what do I do?

    Don’t panic! Take a look at your tracking information, which can be found on your despatch confirmation email, to see where your parcel is. If it has taken longer than the stated delivery time, please contact us with your order number to hand, and we will be happy to look into this further.

  • How to return an order?

    Although we hope you love your order, there may be times when you need to return items to us. To do so, simply follow the instructions below:

    1. Complete the returns form that came with your order and enclose it in your parcel with the item(s) you’re sending back, using the original packaging. If you no longer have the form, please refer to 'Lost your returns form?' for more information. If you bought the item from one of our shops, remember to include your receipt in lieu of the returns form.

    2. Attach the self-adhesive address label (enclosed with your order) securely to your parcel and follow the instructions included with the label. If you no longer have the label, please refer to 'Lost your returns label?' for further information. 

    3. Make sure you get a receipt and code for tracking your parcel online. We’ll pop you an email as soon as your return has been processed.

    4. For international returns, please see 'How do I return an international order?'

    You can (if you like) let us know that you are going to send back the item by filling in and sending us the cancellation form found here, but it is not necessary to do so.

    For more information, please refer to our returns policy.

  • Will I lose my offer/voucher if I return an item?

    Your offer will still apply, unless all of your items are returned, or you no longer qualify for the promotion (as outlined in the offer T&C’s). This is the same for any gift vouchers. However, if you used a promotional voucher and all items are returned, this will be deducted from your refund.

  • How long will my refund/ exchange take to process?

    It can take up to 14 days for a returned parcel to reach us, from the date it was sent back. Don’t worry though, as we will pop you an email when your return is completed. Any refund processed to a credit or debit card will appear on your statement within 5 working days from the date it was processed.

    If you don’t hear from us within 14 days of sending your items back, please contact us with your order number and the details about which items you sent back. Our friendly advisors will then see what they can do for you.