FAQ

FREQUENTLY ASKED QUESTIONS

Q: How can I pay?

We accept Visa, Visa Debit, MasterCard and American Express. We also accept PayPal and prepaid debit cards.

Q: Is it safe to order online?

Of course! We are a member of “Verified by Paypal,” which provide additional security when using your cards online. We use industry-standard encryption systems for potentially sensitive information, like your name, address and other critically sensitive information like your credit or debit card details. Information passed between your computer and our site can’t be read in the event of someone else intercepting it.

Q: How do I know you have received my order?

Once you’ve placed your order, you will be directed to an order confirmation message, which will contain your order details. This information will also be emailed to you, but it could take up to 30 minutes to arrive. Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order has been shipped. If an email does not appear to have been received, please check your spam folder.

Q: Can I make changes to my order?

Unfortunately, once you've placed your order, our warehouse team will have already started processing it (we’re fast)! So we would be unable to make any changes. But please contact us here along with your Order ID and we may be able to try.

Q: Can I track my order?

Once you’ve received your shipping email you can check the status of your order anytime. Here’s how: click on 'My Account' and simply place your order number into the ‘Track my order’ box.

Q: Can I cancel my order?

Unfortunately, once you've placed your order, our warehouse team will have already started processing it (we’re fast)! So we would be unable to make any changes. However, you may contact us here and we will do our best to cancel it before the order goes out.

Q: What should I do if I receive an incorrect or faulty item?

We're sorry to hear that! Contact us within 28 days of receiving your goods via the help page contact us form with your order number and we will take care of you right away.

Q: Can I exchange an item?

We sure can! Contact us here with your email of purchase along with the Order ID and reason for exchange, and we will speedily help you.  However, we do not accept returns for intimates and perishables.

Shipping:

Q: Where do you ship to?

Please refer to our Shipping & Returns for further information on shipping here

Q: How much does shipping cost?

Please refer to our Shipping & Returns information for further information on shipping costs here

Q: How long will shipping take?

Please refer to our Shipping & Returns information for further information on shipping times here

Q: What if I’m not in when my parcel is delivered?

The shipping company may leave the parcel with a neighbor, or if there is a safe, secure location at the property they may leave the parcel there. The shipping company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been shipped to, how to contact them to re-arrange a shipping time or to advise where you can collect your parcel from. 

Q: Will a signature be needed for my delivery?

If you or a neighbor is home to accept the delivery, then a signature will be required. If nobody is home to receive the parcel, then our carriers may attempt to leave it in a safe location. A card may be left to advise you of this, or to confirm that the parcel has been returned to the local depot. You can then contact the courier USPS to arrange collection or to schedule a new delivery date that is more suitable for you.

Q: Can I ship to a different address than my billing address?

Of course! You can have your parcel shipped to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organization in the address field, as well as the contact name to ensure your parcel is successfully delivered.

Q: What if my parcel doesn’t arrive?

We ask if you could patiently wait up to 4 days after the promised shipping date to receive your parcel in case of a shipping delay, but we will do our best to get your parcel to you as fast as we can. If you have still not received your order after this time, please contact us stating your order number and we will look into this for you.

Returns:

• Please refer to our shipping & returns policy here for further information on how to return your packages.

General:

Q: Do you have a shop?

• As we are a dedicated online retailer, we do not have a shop.

Q: How can I contact you?

• Please fill in the Contact Us form on here.

Technical:

Q: I’ve forgotten my password, what should I do?

Don't worry if you've forgotten your password! Simply click the Forgot your password? link next to the login button and follow the instructions. Please don't hesitate to contact us if you continue to experience problems

Q: How do I change my email address?

For customer account security we do not allow change of email address if you need to use an alternative email address please create a new account.

Q: How do I unsubscribe?

Click the 'Unsubscribe' button at the bottom of the email newsletter