Why hasn’t my order arrived?
Orders usually take up to 48 hours to be picked, packed, and sent out. Standard delivery takes around three days. If the parcel doesn't arrive by the expected date, reach out to the Customer Service team for help.
How long does delivery usually take?
Processing may take up to 48 hours before shipping. Standard delivery typically adds another three days. Delivery times might vary a little during busy times.
Can I change the address on my order?
Addresses confirmed by the payment provider can't be changed after checkout. This keeps orders safe and makes sure deliveries have verified details.
What should I do if an item is faulty?
Fill out the contact form to report the problem and include your order number. You may need to provide pictures to confirm the issue. Items received within 30 days can be refunded or replaced once returned. Items older than 30 days might be eligible for replacement, or you can reach out to the manufacturer if there’s a guarantee.
What if my order arrives damaged or incorrect?
Report the issue through the contact form within 14 days of receiving it. Include your order number and pictures if necessary. A free return will be set up, and a replacement will be sent after we get the returned item.
Can I use my own courier to return an item?
Yes, you can use your own courier. Contact the team through the form to get the correct return address and reference. Shipping costs won't be refunded if you use an independent courier.
How do I return an unwanted order?
You need to request returns through the contact form. Items received within 14 days can be opened but must be unused. Items between 15 and 30 days must be unopened and unused. We cannot accept unwanted returns after 30 days. Always keep a return reference to avoid delays.
Can I cancel my order before it ships?
You can request a cancellation immediately through the contact form. If the parcel hasn't shipped, your order will be cancelled and refunded. If it has shipped, we may attempt to cancel it with the courier, but delivery might still happen. Delivered orders need to follow the standard returns process.
What happens if I refuse the delivery?
If the courier tries to deliver after you request a cancellation, you can refuse the parcel at the door. Once it’s returned, it will go through the standard returns process before a refund is issued.
Who should I contact about delivery or returns issues?
Send customer inquiries, including delivery concerns, faults, or return requests, through the contact form. This way, the correct team will get all the details and can respond with clear instructions.