Order Issues

I haven’t received a tracking email:
Our warehouse is still processing your order. As soon as your order is dispatched, you’ll receive an email confirming shipment along with your tracking details.

I’m still waiting for my order:
You can usually expect to receive your dispatch email within 2 working days. If you haven’t received your dispatch email after 5 working days, please contact Customer Service with your order number so that we can help to locate your parcel. To help us respond as quickly as possible, please avoid sending multiple emails about the same query.

Once your order has been dispatched, you’ll receive an email confirming it’s on the way. This email will include your tracking number. You can track your parcel via Evri.

We begin processing orders very quickly, so you cannot amend your order after it has been confirmed. This includes changing your delivery address or delivery option.

You may be able to update certain delivery preferences directly with Evri by downloading the Evri app, including:

• Tracking and diverting your parcel. (Please note, diverting your parcel will result in a 1-day delivery delay).
• Setting a safe place
• Choosing preferred or excluded neighbours

Please note: Changes cannot be made to Click & Collect orders.

We begin processing orders very quickly, so you cannot cancel your order after it has been confirmed. Please return your item once received for a refund instead.

If items are missing from your order, please contact Customer Service stating your order number, your full name, the item code and the reason for contacting us (e.g., missing item). We will advise you on how to proceed.

If you’ve received an incorrect item, please return it to us. Once your return has been received and processed, we’ll refund the item you were meant to receive.

Please contact Customer Service stating your order number, your full name and the reason for contacting us (e.g., incorrect item) after initiating a return so that we can reimburse your return processing fee.

Orders are usually returned for one of the following reasons:

• The parcel was refused
• Our delivery partner couldn’t access the address after multiple attempts
• The delivery address was incomplete
• The parcel was damaged in transit
• The order wasn’t collected from the pick-up point within the allocated timeframe

If the items are still in stock, we recommend placing a new order and ensuring the delivery address is easy for our delivery partners to access. Returned parcels can take up to 10 calendar days once back at our warehouse to be processed. Once complete, we’ll email you with details about your refund.

If you purchased your item from one of our stockists, any delivery or returns queries should be directed to the stockist you purchased from.

If your delivery question isn’t covered above, please contact us with your order number and tracking details, and our Customer Care team will be happy to help.