Don't worry, we got you! Find all the things you want to know, right here.
Where is my order?
There are many possibilities where your order could be at the moment.. our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. If you haven't received your dispatch email (don't forget to check those spam folders) then your order is waiting to leave use. Once you have the dispatch email, you can track it yourself via the link in the email.
Can I cancel or modify my order?
Unfortunately, we are not able to make changes or cancellations after your order has been placed as it's being processed at the warehouse (literally within seconds). You'll need to place another order or return any unwanted items. Please note that you will be responsible for the return shipping cost. We apologize for any inconvenience.
Why is my order late?
Your shipping date has to have passed for us to be able to investigate where your order is. If your shipping date has passed, please contact us at firstname.lastname@example.org and have your order number ready.
Why was my order cancelled?
If you've placed an order and received a cancellation email from us, we're sorry about that. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 10 days, this is the banking process and not something we can speed up.
I received a faulty/ wrong item, what do I do?
We're sorry to hear that you've received a wrong item or an item that's not perfect in condition. Please send us an email to email@example.com within 3 days of the delivery date. To help us get this fixed for you ASAP, when you first contact us please include the following information:
- Your Name
- Order Number
- Product Name & Code
- Picture of the item (make sure the fault is shown clearly on the pic)
- Description of the fault/damage.
You can find the product name and code on your order confirmation email.
My tracking is showing that my parcel is being returned to sender
The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us, you can wait for your parcel to come back and we will give you a refund when it does. A typical refund will take up to 24 days, that's 14 days for the parcel to arrive back at our warehouse and us processing with up to 10 days for it to make its way through the banking system.
When will I be refunded ?
Once your return has been received and processed, you will receive a Return Confirmation email. Please allow up to 10 days for refunds to be received to the original form of payment once we have received and inspected the returned package/ parcel.