FREQUENTLY ASKED QUESTIONS (FAQs)
Can I cancel my Order after it has been placed?
If you contact us immediately then the cancellation of your order may be possible and once it has been cancelled we will send you a notification of the following actions.
If the order has been processed and sent, then the order cannot be cancelled but once you receive the goods, simply return them to us. Unfortunately you may have to pay for the returns delivery cost.
An item from my order is missing?
Sometimes we may have to send certain items separately. If this is the case then we would notify you by placing a note in your delivery package informing you off this. If no such note is found then please contact our helpdesk on 07971646283 and we will assist you with the situation.
Can I amend my order after it has been placed, what should I do?
If you want to remove an item from your order, then you must contact us immediately and if the order has not been processed then we can remove the unwanted item.
Items cannot be added to your order. If you want to add an item then it must be done through the website and therefore a new order will be generated.
If you want to change the delivery options, then it would be possible if the order has not been processed.
If any amendments are carried out, then a confirmation email will be sent to the customer notifying them of the changes.
I have received a faulty/incorrect item, what should I do?
We are sorry to hear that and apologise for the mistake and the inconvenience it has caused you. Please notify us, by emailing us at firstname.lastname@example.org as soon as possible. Once we are aware of the situation, you can return the items in question. After we have received the items, a full refund including the delivery charges you had to incur for sending back the items will be refunded.
Which Currencies do you except?
We currently only accept Pound Sterling.
Why won’t my payment go through?
Make sure the information you have entered is correct, as if certain information such as payment or delivery address is not correct or missing information then the payment will not go through.
If all information is correct and the problems still persist then please contact us on 07971646283 or email us at email@example.com. We do apologise for the mistake and will try our best to fix the problem as soon as possible.
RETURNS & REFUNDS
How do I return an item?
To return an item, follow these 3 easy steps:
- Send us an email regarding your intention to return. In this email, please include the reason for return, your name and transaction ID. We will then send you an email that gives you step by step instructions on returns.
- Re-pack the item in its original packaging, (all labels and tags must be attached and please send the receipt as well)
- Return the item using a delivery service of your choice. Keep the proof of postage safe as it will act as proof of your return if the item is lost.
How long does it take to process refunds?
We try to process the refunds as soon as possible. After you have made us aware of your intention to return the goods, we start to process your refund. Once we have received the return, your refund will be made available within 2-5 working days. If you have not received a refund within 21 working days after you have sent the items, then please contact us as soon as possible on 07971646283 or email us at firstname.lastname@example.org.
Sometimes this could be an internal problem, but sometimes it could be an external problem such as delivery failure. If this is the case then please provide us with the appropriate details such as proof of postage so we can look into this matter with the delivery service.
I have received my refund, but the delivery charges were not included. What is the reason for this?
We generally do not refund delivery charges, unless the item is faulty or we have sent an incorrect item. If this is the case and you still haven’t received your refund for delivery charges, then please contact us on 079712646283 or email us at email@example.com.
Which delivery service provider is used for delivery?
Majority of our deliveries are delivered by Royal Mail. We use Royal mail for our standard and express delivery options. Our standard delivery service is free for all customers, whilst the express option comes with a charge of £7.99.
Where do you deliver to?
We deliver to all addresses within the UK (England, Scotland, Wales and Northern Ireland).
Are there any areas of the UK that you do not deliver to?
We deliver to all areas of the UK, including the islands around the mainland such as the Isle of Man, Orkney and the Shetland Islands. Delivery to addresses based around these areas may take an extra day.
Can my delivery address be different from my billing address?
Yes, you can have a different delivery address, regardless of your billing address. When you are checking out, you would have the option to enter separately your delivery and billing address.
On what days do you deliver?
Royal Mail operates from Monday to Saturday, excluding bank holidays.
What time do you deliver?
This is a time frame that we cannot guarantee. Royal mail can deliver anytime between 07:00 to 17:00.
How do I know if my goods have been lost in transit?
It takes 1 day to process your order and our standard delivery option reaches you in about 3-5 days, but we advise you to wait around 10 days, as due to high volumes the delivery service may have faced delays. If the item still hasn’t reached you within 10 days, then please contact us on 07971646283 or email us at firstname.lastname@example.org and we will look into this matter and try and resolve this problem as soon as possible.
If you have chosen the express delivery option and have not received your goods within 4 days, please get in contact with us on the details displayed above as soon as possible and we will look into this matter. If you have still not received your product within 7 working days then we apologise for the delay and will refund your express delivery charge of £7.99.