FAQ

 

What forms of payment do you accept?

We accept PayPal. We accept all major credit and debit cards through PayPal. We however do not accept complimentary e-mails asking for freebies, sorry! 

Has my order been dispatched?

All customers that have placed orders on our website will get two emails as standard. The first is confirmation that the order has been placed. The second is confirmation that the order has been dispatched. Please note that these emails do not indicate the delivery time. Further information is only available with orders that have been purchased with tracked postage.

Can I track my order?

All order status will be notified to you by email. If you need to track shipment status, please click here and enter your shipping number (not the order number).

Can I edit my order?

You can edit your order immediately after the purchase, before any items have been shipped. You cannot edit after this time and must wait for your items to arrive at your address, before returning them to us within 30 days of receipt for a replacement.

You can edit your order by logging into your account and viewing your order history, or by clicking the link in your order confirmation email.

Can I cancel my order?

You can cancel your order immediately after purchase, before any items have been shipped. You cannot cancel after this time and must wait for your items to arrive at your address, before returning them to us within 30 days of receipt for a replacement.

You can cancel your order by logging into your account and viewing your order history, or by clicking the link in your order confirmation email.

What happens if my address was entered wrong?

You can request us to change the delivery address, however, we cannot change the the billing address. If your order has already been dispatched, we cannot change it’s destination. It is the customer's responsibility to ensure that addresses are entered correctly. Please note that we have a system that checks users addresses, therefore incorrectly entered addresses are not liable for re-shipment.

What if part of my order is missing?

If you think that your order should have something else in it, please contact us.

Please note that all orders of luggage and other bulky items are fulfilled by the suppliers and are sent directly from their location. This means that mixed orders will arrive separately, usually the externally fulfilled part of the order such as T-Shirts will arrive after the rest of the order.

Please ensure to let us know within 60 days of the date you placed your order, or we will not be able to resolve this for you.

Why is my order delayed?

Orders must pass through local postal services before they are sent out of delivery. This means that orders can get caught up in either customs or at the local sorting office near your location. Orders can be delayed by up to 2 weeks within its postal journey. Please be patient, as we cannot issue you with a re-ship or a refund unless your order is over 20 working days late after the maximum stated delivery time.

My order hasn’t arrived within 4 weeks, can I have a refund?

Order delivery times vary depending on where you live.

Orders that have not arrived by the estimated delivery times on the content above are asked to wait 10 working days before requesting a re-ship or refund. It is very common for orders to arrive shortly after the estimated delivery due to customs and local service delays.

Please ensure to let us know within 60 days of the date you placed your order, or we will not be able to resolve this for you.

My order had a faulty item, can I get a new one?

Of course you can! We replace all items that arrive broken or faulty.

If you experience damage, please contact us immediately. It is worth noting that you should take a photo of the damaged item and send it to us. After we verify, we will re-deliver it to you immediately.

Please ensure to let us know within 30 days of the date you placed your order, or we will not be able to resolve this for you.

Why has only half my order arrived?

Some of our products are not dispatched in-house. We use several suppliers who also ship products for us. If your order does not arrive in full, it could be due to this.

 

Can you hurry my delivery up? I'm bored of waiting!

Sadly we can’t. We do not hold any influence with postal services, and once the order has been dispatched, we have no more control over its delivery time. Usually we aim to dispatch on the same day that an order is placed, if the order is placed before 3pm. This can vary slightly depending on the volume of orders we receive in a day.

Tracked orders are the only way to ensure you know where your order is at all times.
 

I have a discount code. How do I use it?

You can enter any promotional codes you have in the basket. The total should then update.

I forgot to use my discount code!

If we haven't yet dispatched your order you can edit your order using the link which can be found in your order confirmation email, or on the orders page of your shop account. If we have already shipped your item we cannot apply your discount code retroactively.

How long will it take to get my refund?

Please allow a further week for the amount to show on your account. Sorry if this seems a little long but the timeframe is dictated by your bank or card issuer and we have no control over it.

We’ll refund you by the same method as payment (i.e. same card, Paypal)

You've sent me the wrong items!

We’re only human and occasionally mistakes can happen. If it’s happened to you we’re very sorry and we’ll do our best to get the right items to you as soon as possible. Get in touch with our Customer Service team and let us know. Contact us 

The item I received is faulty!

If you think the item your received is faulty get in touch with Customer Service and we’ll see what we can do about it. Contact us


I’ve bought my items using a promotional discount. Can I still return them?

Unfortunately sale items or those purchase with a discount code cannot be returned unless they are faulty.

Which items are eligible for return?

Our returns policy covers all items that are either incorrect, faulty or damaged. If your item has arrived faulty or damaged, or if in rare circumstances. Please contact us and we will either refund or replace your order.

Can you ship to my country?

Yes, we ship to over 200 countries!

When will you be restocking products?

We do our best to ensure products are always in stock in our online store, but can’t guarantee we won't sell out. If an item is unavailable, please check the store regularly to find out if the item you want is in stock.