FAQs

Do I need to register an account to order?
No, you can also place an order as a guest. However, if you have an account with us, there are some benefits.

Express checkout process
Easily view your order status and order history
Receive details of our latest product releases and special promotions

What should I do if I forget my password?
On the login page, click "Forgot your password?" and you will be redirected to a page where you can create a new password.

What if I enter the wrong email address?
Please contact us and we can change your email address.

How do I change or cancel my order?
We reserve the right to accept or reject an order, or any part thereof, at any time after receipt of an order, in our sole discretion, even after Customer has received order confirmation or credit card has been authorized. If the credit card has been authorized for the purchase and the order is canceled, we will issue a refund to the original payment method.

If you cancel an order after it has been placed, we will charge a cancellation fee of £0.50 regardless of the time the order was placed (even if it is just a second late) as we will be charged a cancellation fee by the merchant processor/credit card.

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

Is there an exchange rate?
All our transactions are in British Pounds (GBP). If your credit card is in another currency, the total amount of your order will be calculated based on the exchange rate of your card issuer on the day the transaction is processed.

What payment methods do you accept?
We accept payments by all major credit cards (VISA, Mastercard, AMEX) and PayPal. We do not accept personal checks, money orders, direct bank transfers, debit card payments or cash on delivery.

How secure are online orders?
When shopping online with a credit card, all of your information is entered into an SSL-secured web page. Your information is then SSL encrypted and sent directly to our credit card provider's network, where your credit card and transaction are authorized and approved. Your credit card information is not stored on our servers.

How do I set up a shipping address?
Because our website and services are based in English, all information you enter must use an English input method, including punctuation marks. If some of the letters in your address contain non-English letters, we recommend that you use similar English letters instead. For example, you can change the letter "?" to "c".

Can I change my shipping address after placing an order?
Please note that your shipping address cannot be modified after your order has been processed or shipped. Please update the shipping address to your residential address and not your professional address as we do not know how long the destination customs department will hold the package.

How do I track my order?
We will email tracking information as soon as your order ships. Typically, you will receive a tracking number one day after we ship your item. If you have not received tracking confirmation within 5 business days of completing payment, please contact us.

You can track your order here.

How long will it take to receive my package?
Please note that it takes 1-3 business days for us to process your order before it is shipped. Once the order is shipped, we will send tracking information via email the next day, as tracking information is generally not available until 24 hours after shipment. Estimated delivery time is 8 to 15 working days depending on your country or region. Please consider any holidays that may affect delivery times. We are not responsible for delays caused by your country's customs authorities.

Can I use multiple discount codes on one order?
Promotional and discount codes cannot be used in conjunction with other promotions and discounts unless otherwise stated.

What should I do if an item is missing from my order?
If something is still missing, please contact us immediately and attach pictures or videos.

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

For a final list of items sold, please see our Return&refund Policy. All returns must be in original condition with packaging intact.

What if the item I receive is defective/incorrect/damaged?
If you receive an incorrect, missing and/or defective item, please contact us within 7 days of receiving your order. Please include your order number, photos of the item and all relevant references when you receive your package. We will do our best to solve your problem as soon as possible.

How long does the return process take?
Processing of returns may take up to 14 working days from the date the return is received. Once your return has been processed, we will confirm with you via email.

When will I receive my refund?
All refunds will be credited to your original method of payment. If you paid with a credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the return or cancellation request. If you have questions about when your refund will arrive, please contact your card-issuing bank.
If you have not received a refund for your return, please take the following steps: Contact your bank/credit card company. Refunds may take some time to be credited to your account.