Frequently Asked Questions
Do I need to have an account to order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:
Quick checkout process
Easily view your order status and order history
Receive updates detailing our new releases and special promotions
What if I forgot my password?
On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.
Are there any exchange rates?
All of our transactions are in Pounds sterling. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
What payment methods do you accept?
We accept all major credit cards, PayPal, Klarna, ApplePay and GooglePay payments. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.
How secure is my online order?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
How do I change or cancel my order?
All orders can be cancelled or changed until they are shipped. If your order has been paid and you need to change or cancel it, you must email us at firstname.lastname@example.org within 30 minutes. Unfortunately, once the packaging and shipping process has started, it can no longer be cancelled or changed.
If you cancel your order successfully, you will be assessed a £0.5 cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies.
How do I set my shipping address?
Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuation. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".
When will my order arrive?
Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. The delivery time is based on the shipping option that you have chosen:
- Standard Shipping: 7-15 business days
- Express Shipping: 3-7 business days
How do I track my order?
You will receive an email when your order has been shipped. A tracking number will be provided. Shipping information is usually delayed 3-5 days to get updates from the courier service. You may need to track it again after a few days, if there is still no update, please send an email to email@example.com to follow up your order.
What do i do if i have missing items in my order?
If something is missing, please contact us at firstname.lastname@example.org immediately.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in Pound sterling, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
How do I return an item?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
For more details on returns, please see our Returns Policy. All returns must be in original condition with packaging intact.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us within 30 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
How long is the returns process?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request.
If you haven’t received the refund within 7-10 business days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at email@example.com.