Frequently Asked Questions
Here are some answers to the questions we receive the most about our services.
If we missed anything, please do not hesitate to contact us. We’ll be happy to help
ORDERS & DELIVERY
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our ‘Contact Us’ tab, to help us get this fixed for you ASAP. When you first contact us please include the following information;
Your Name, Order Number, Product Name and Code, Picture of the fault and a Description of the fault.
The product name and code can be found on your order confirmation email.
If you contact us via the ‘Contact Us’ tab please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.
Some of our items do come back in stock, so keep checking back!
To get this fixed for you ASAP please head to our ‘Contact Us’ section where you can drop us an email or you can reach us via private message on Facebook, Twitter or WhatsApp.
When you message, please include the following information:
• Your name
• Order number
• Product name and code of the item ordered
• Product name and code of the item received
• Picture of the incorrect item and a description of the incorrect item received
If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.
Please do not return the item to us without speaking to our Customer Care team.
We don’t offer returns, but you can exchange your package and order again. Your refund will be processed as soon as we get your items back in the form of STORE CREDIT—Check out our exchange section for more details.
If you’ve placed an order and received a cancellation email from us, we’re sorry about that. This will usually be because the stock wasn’t in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 working days, this is the banking process and not something we can speed up.
Your package might be coming in more than one shipment. If your delivery date has passed, please get in touch by going to the ‘contact us’ tab.
Please double check the delivery option you selected, cut off times for ordering and the date which we said it will be delivered by.
If it’s after 9pm on that date then it’s late. If it’s before the advised delivery date and you’ve had your dispatch email, then it’s on its way. Your delivery date has to have passed for us to be able to investigate where your order is.
If your delivery date has passed, please contact us by going to the ‘Contact Us’ tab on this page and have your order number ready.
Enter your order number. Pssst…It’s on your order confirmation or dispatch email
Your order could be in a couple of places… our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it’s on its way. You can track your order at the top of this page using your order number from that email. If you haven’t got your dispatch email (don’t forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.
If you don’t have your order number, log into your account here and then go to ‘Order History’.