Frequently Asked Questions
Do I have to pay customs or duty charges?
If you're ordering products to be delivered outside of the EU, they may be subject to taxes, fees, levies or other charges due to local laws or customs rules. Whoever your order is addressed to is responsible for all customs laws for the import of the products, and will be required to pay any additional charges for international delivery. These include import duty, formal customs entry, taxes, levies and other charges that apply outside the EU.
I've forgotten my password - What should I do?
If you are trying to sign in to your account but have forgotten your password, click on the link on the sign in page that reads “forgotten your password?” and we’ll send you an email reminder.
Why hasn't my order arrived?
How do I track my order?
You can track your order using your tracking number and the link on your dispatch confirmation email.
Can I cancel my order?
Please see our Cancellations Policy for full details.
Am I able to amend my delivery address?
We are unable to change the delivery addresses for parcels once the order has been placed.
An item is missing from my order. What should I do?
Check your dispatch note first (the form inside your box or bag) to see a list of the exact items that should be in your parcel.
Why has my order been cancelled?
During busy periods, such as sale, demand may outweigh the amount of stock we have and we may not be able to fulfill your order.
Which forms of payment do you accept?
What is a security code?
How do I use a promotional code?
Can you deliver to an address other than my billing address?
Your delivery address does not have to match your billing address; you can choose where you’d like to have you order delivered i.e. home, work, or a family member’s address.
Do you offer exchanges?
I'm having technical problems. What should I do?
Contact us at firstname.lastname@example.org or through our Chat Box and we’ll be glad to help.