We’ve set out some of the most frequently asked questions below. If your query isn’t covered, please do get in touch with us and we'll be happy to answer any questions you have. The best contact is firstname.lastname@example.org
USING THE WEBSITE
What payment method can I use?
We accept all major credit and debit cards registered to a UK address:
- American Express
I'm having trouble placing an order, what should I do?
If you have attempted to place an order online and are unsure that it has been successful please allow up to 20 minutes then check your email inbox for an order confirmation. If you do not receive an email confirmation, please contact our Customer Service team on email@example.com who will be happy to provide further assistance.
Do you offer a gift wrapping service?
Gift wrapping is not available.
I’ve placed an order and it’s the incorrect size/colour. How do I change this?
You can usually change your order within an hour of the order being placed, simply email customer services on firstname.lastname@example.org. Please note this is not always possible in peak periods.
Which countries do you ship to?
We ship to the UK, Channel Islands and the Isle of Man, the European Union and Norway and Switzerland. However, please contact our Customer Service team on email@example.com for delivery to other countries.
Do my delivery and billing addresses have to be the same when ordering products?
No, they don't need to be the same.
Which courier do you use to deliver my order?
We use Royal Mail "Signed For" for deliveries in the UK and DPD for deliveries to the rest of Europe.
When will my order arrive?
At the point of dispatch you will receive an email confirming your order is on its way. Please refer to the Delivery and Returns section for details of timings of delivery.
How can I return an order purchased?
Please refer to the Delivery and Returns section for a step by step guide to returning a product.
I have received a faulty item, what should I do?
As all of our products are produced to the highest of standards, it is unlikely that you should receive a faulty item. However, if this does happen, please return the item as soon as possible using the returns form and specify that you believe the item is faulty and the reason. Our customer service team will be in touch to discuss next steps.
How do I know if my returned items have been received?
As soon as your returned item arrives with us you will receive a notification by email to confirm receipt. It can sometimes take up to 5 working days for your item to arrive with us - please consider this prior to contacting the Customer Service team.