FAQ’s
Delivery
How long does it take
From time to time we make to order and therefore despatch times will take longer than usual. Standard despatch time is 3-5days from receiving order. Please allow the delivery time of your chosen delivery method also.
Where is my order
When we shipped your order, we would have sent you tracking information. Please use the information we sent to you to track your parcel. If for any reason you cannot get this information, please contact our customer service team via the ‘Contact Us Page’ on our website.
What if I haven’t received my order
We hope that your order is just delayed and we apologise for your wait. If we haven’t contacted you prior regarding a delay please get in touch if it’s been 7 days after we have sent tracking details. Please contact us via the ‘Contact Us’ page.
Click and collect
If you have chosen to collect your order then please wait until we send you confirmation your order is ready and details of when and where to collect.
Postcode restrictions.
Policies
Gift Cards
Loyalty Cards
We have a loyalty card Scheme as a way of rewarding our customers. After you have collected enough stamps, you will be sent a discount code for your next order. To sign up to our scheme please leave a message in the notes section of the checkout process and we will be happy to sign you up.
Returns
You are welcome to return your items for exchange it they do not meet your satisfaction, if you believe them to be faulty or we have sent the wrong item. We ask that you contact us to inform us for your intent to send the item back and request exchange via our ‘Contact Us Page’. You will receive an email with instructions on what to do next. Please be advised that return delivery costs will be the customers responsibility.
Damaged items
If you receive an item which you believe is damaged then we require you to email us as soon as you possibly can to start the returns process. We will need you to contact our customer service team via our ‘Contact Us’ page. Our team will give you a breakdown of what we require from you to process the return or refund dependant on circumstances. Please be advised we will require photographic evidence of the issues you have with the products where applicable.
Non - Refundable items
Most items are refundable where they meet the criteria of the returns process. However, the exception applies to:
*Items made to order or bespoke orders -unless damaged or faulty.
* Items received as part of a mystery box.
* Any product that is clearly advertised as being damaged or not in usual selling condition i.e wrong colour, shape, size, texture, packaging issues.
What if I miss the 30-day deadline
If you miss the 30 day deadline to contact us regarding a exchange or refund please email our customer service team at your earliest convenience. We will review your case and offer a refund at our discretion.