Frequently Asked Questions
I’m a returning customer, how do i make an order?
Just log into your account, then carry on with your purchase. If you haven’t already created an account with us, place your order and indicate ‘create an account’.
What type of payments do you accept?
We accept all major credit and debit cards, including Visa Credit, Visa Debit and Mastercard, American Express, Apple Pay and many more. Alternatively you can also pay via Paypal.
Why has my payment failed?
Payment issues occur for a number of reasons. First, check you’re using a card we accept (including Visa Credit, Visa Debit and Mastercard, American Express). Have you entered the card details correctly? Is your billing address correct? If you’ve checked everything above and it still isn’t working, we recommend you give your bank or card issuer a call to check there are enough funds in your account to make the payment.
Can i get a vat invoice?
Of course. You’ll find this on your order confirmation email. You can also contact us and we can have another invoice sent out to you.
My product has arrived but there is a problem and i would like to exchange?
We want to ensure your item is 100% perfect for you. If there is any issue with the item, or you have been sent the wrong order, simply fill out our returns and exchange form to indicate the problem so we can resolve it for you. Once your form has been submitted, one of our customer service representatives will get in touch within 24 hours.
How can i return an item?
If you would prefer to simply return the item, please contact our team. The shipping costs should be covered by the customers. You have 14 days from the day the item has been delivered to request an exchange or return on your item.
How will i be refunded?
We will email you once the item has been returned to us. On confirmation of this, please allow up to 7 working days for your refund to appear in the account of the card you initially paid with.
All claims for damaged shipments must be made within 72 hours of delivery to the point of destination. Any damage to a package should be noted with the carrier at the time of delivery if possible. We will not be responsible for damage claims made 72 hours after delivery.
Taxes & duties
We do not charge VAT on our products. If your delivery address is outside of the EU, you may have to pay import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. Please note, customs policies vary widely from country to country. We recommend you contact your local customs office for further information.
Cancelling an order
If you have placed an order but then wish to change or cancel it, please contact us as soon as you can. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the standard Returns procedures.
If the order has not yet been processed and is subject to cancellation, any sum debited to us from your credit or debit card will be re-credited to that credit or debit account within 14 days of your order.