Frequently Asked Questions

Account

There could be a number of reasons why you are having trouble signing into your account. There are a couple of things you can try to sign in:

  • Make sure you are using your correct login details. Your login email is usually the email you’ve received notices from us previously.
  • Reset your password. 

If the above steps do not work for you, contact our team with your full name, address and any details of your orders.

Order

You can find up-to-date tracking information for your order in your account. 

Please contact the Support Team as soon as possible to cancel or make any changes to an order. While we’re unable to cancel an order once it has been processed, we will offer a Free Returns service for you to return the item once it has been delivered.

 

At present, we are unable to add on further items to an Order once it has been completed. However you are welcome to place a new order for your additional items.



Delivery

This will vary depending on the courier service that is delivering your package. The courier may make a number of delivery attempts before leaving a card for you to rearrange delivery, or instructions to pick up the parcel from a local Access Point.

 

Please use the tracking link and code supplied in your tracking email (or accessible from your Account) to keep track of where your package is.

 

Returns & Refunds

We do our best to ensure the quality of all their products. Despite the series of quality checks, occasionally products do arrive with fault.

 

Should your product not arrive in perfect condition, please contact our Support team and send us a photograph of the product fault, and a member of our dedicated customer care team will advise on the best solution, including refund or repair options.

 

Please note that our electrical items do come with a 12 month warranty and if your electrical item was to develop a fault within this time, our partner boutiques will be more than happy to rectify this for you.

The refund will go back onto your original payment method, and will be paid back to you via a return transaction.

 

Please note it can take 3-5 days, once processed, for the funds to appear back on your payment method.

 

Security

All orders must go through our secure payment verification process. This can entail us requesting further information to ensure that you are indeed the card holder and authorised to make the payment.

 

In cases where we deem there to be a potential issue with your payment, we may cancel the order at any time prior to dispatch.