Need help with an order? Browse the topics below to find answers to the most common questions.
Changing & Cancelling Orders
We start processing orders immediately, so we cannot always guarantee a cancellation. If you need to cancel, contact us as soon as possible, ideally within 30 minutes of placing your order.
If we are unable to cancel in time, you can return the item once it has been delivered.
We are unable to change items, sizes, or colours once an order has been placed. If you ordered the wrong item or size, please wait for delivery and return it using our standard returns process.
Delivery address changes are not possible once your order is confirmed.
If delivery fails, your parcel may be returned to us and refunded. You can then place a new order with the correct address.
You may be able to redirect your parcel to a neighbour, safe place, or collection point directly with the courier using the link in your shipping confirmation email.
We will always email you if your order or part of your order is cancelled. The most common reasons are:
- The item went out of stock at the time of shipping.
- There was an issue with your payment.
If your order was cancelled, a refund will be on its way. Please allow 3 to 10 working days for it to reach your account.
Order Information
Please check your spam or junk folder first. If you still cannot find it, you may have entered the wrong email address at checkout.
Contact us and we will help locate your order.
Your 20-digit order number (starting with 319) can be found in:
- Your order confirmation email
- Any order-related emails from us
- The "My Orders" section in your account
We do not currently offer pre-orders or reservations. Items are available to purchase on a first-come, first-served basis.
Tracking & Missing Items
Once your order is shipped, you will receive a confirmation email with a tracking link. You can also track your order in the "My Orders" section of your account.
Please allow up to 48 hours for tracking information to update after your shipping confirmation email.
Your invoice is emailed to you once your order has been shipped. If you need a separate invoice, contact Customer Care and we will send one to you.
Your order may arrive in multiple packages. Please check all tracking links in your shipping emails before contacting us.
If all deliveries are marked as complete and an item is still missing, contact us and we will investigate.
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