HOW CAN WE HELP?
Why can I not see a next-day delivery option at checkout?
We have a large variety of products meaning that some items have to be stored in other warehouses across the country. Sometimes we have to move items to the warehouse we despatch from. While this does not take long it does mean we are unable to deliver your items next day. As soon as your item arrives in our despatch warehouse, we will ship it to you immediately!
How do I know if there is a next-day delivery option?
All products that can be shipped on a 24-hour delivery service display a 24H icon on the product thumbnail and page.
Do you have a tracking number for my order?
Once your order is dispatched you will receive an email containing your parcels tracking number. All tracking numbers will go live within 12 hours of dispatch. The link within your dispatch email confirmation will redirect you straight to the couriers tracking details for your order.
Where is my order?
We will aim to dispatch orders within 24 hours, and with our standard delivery service we estimate delivery 2-5 working days after dispatch. However, in the event that your order has not arrived within this time-frame, please contact us so that we can investigate this further for you.
My order has arrived in a box with different logos on it, why is that?
In order to do our bit for the environment and help to reuse and recycle, we will often re-purpose packaging materials and use these when dispatching new orders.
The tracking details for my order states that it has been delivered, however I have not received my order, what’s going on?
In this circumstance, it is likely that there has been a courier error with the tracking, but we are happy to assist in locating your order. Firstly, we would recommend checking safe spaces around the home or with neighbours, and contacting your local delivery office, as couriers will often leave orders here. If you are still unable to find the order after checking these places, just let the courier know and they will investigate further for you. If you are still unable to find your item please contact our customer service team.
Will I be charged for customs and import charges?
This will depend on the location you are shipping your order to. If your order is being shipped to the EU and it is under the value of €140 it will go on our IOSS scheme. This means your order should not be subject to customs or import charges.
For customers who either place an order of over €140 or live outside of the EU we use a DDU delivery service. DDU delivery terms mean the receiver/customer will be contacted by customs once their shipment arrives and will have to settle any charges for customs to release the shipment and have it delivered to the customer. These customers will not be charged VAT at checkout, but instead may be subject to import VAT upon their goods landing in the destination country.