Your Orders
Top 10 FAQ
Where is my order?
Enter your order number (digits only)


Top 10 FAQ

You can check the status of your order by logging into My Account. The tracking number will be next to the item ordered. Alternatively, if you have your order number to hand, you can check the status of your order by inputting your order number into the form at the top of this page.

Your order may not be late. Please check the delivery times below.

Delivery Times:

(a) if the product you have ordered was sent from within your country of residence, then it will arrive between 5 to 10 business days (Mon-Fri) after dispatch. Parcels going to residential addresses may be delivered on a Sunday.

(b) if the product you have ordered was sent from outside your country of residence (and is therefore being sent from abroad), it will arrive within 28 business days (Mon-Fri) after dispatch. Your order may be subject to customs and VAT border fees, please read the Customs and Import Fees information on Shipping Rates & Policies tab. Parcels going to residential addresses may be delivered on a Sunday.

Please check Shipping Rates & Policies for more information.

For us to investigate your order, your delivery date will need to have passed. Occasionally, there is a temporary delay due to shippers. If your delivery date has passed, please contact us.

If you placed an order and then received a cancellation email from us, we are very sorry. It is due to the stock not being available when processing the order. You will receive a cancellation email and a refund via the original payment method you used. Your refund request will be processed instantly. However, it may take a further 5 to 7 business days for it to display on your payment card statement. You can check the status of your refund in My Account on the order summary page. If your refund doesn't appear in your account, and the processing time for your payment method has passed, contact us.

If you need to cancel your order, please contact us asap. However, once your product is shipped, you will not be able to cancel. Instead, you will need to make a return when the item arrives.

See the I would like to return an item tab below.

Occasionally, these things happen and we are really sorry. We work really hard to ensure that all our customers receive their product in excellent condition. To resolve the problem, please check the questions on the Returns & Exchanges tab and fill out the Start a Return form there.

When our Returns Team contacts you, please make sure you have the following at hand:

  • Your name
  • Order number
  • Product name
  • Picture of the fault
  • Description of the fault

You have the statutory right to cancel your order for any reason within 14 days beginning with the day you receive the item. To return an item please use the Start a Return form and our Returns team will be in touch within two business days.

If the item was sent to you from within your own country of residence, the return is free. For international returns you will need to pay for your return. To return an item please use the Start a Return form and our Returns team will be in touch within two business days.

Yes, you can do this but check your email first as your order number was originally sent there. When you have your order number, please fill out the Start a Return form at the Returns & Exchanges tab. Any issues, please contact us.

You have the statutory right to cancel your order for any reason within 14 days beginning with the day you receive the item. Unfortunately, outside of that period, we cannot accept a return.

If you do not have the original packaging, that is not a problem so long as the packaging is secure. If the item is too large to be boxed, wrap it in another form of packaging, such as plastic wrapping.

Our refunds policy doesn't affect your statutory rights. Your refund and how it is issued may differ based on the condition of the item, how long you've had the item, and how the item was purchased.

How Refunds Are Issued

Most refunds are issued based on the payment method used at the time of purchase. You will still need to return your items within 30 days. After the return is received you will receive your refund with 5 to 7 business days. Note: Your refund request will be processed instantly. However, it may take a further 5 to 7 business days for it to display on your payment card statement. You can check the status of your refund in My Account on the order summary page. If your refund doesn't appear in Your Account, and the processing time for your payment method has passed, contact us. Note: After the carrier has received your item, it can take up to two weeks for us to receive and process your return.

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