Payments & Orders

We want to make paying for your order easy and secure! At checkout, you can choose from these payment methods:

• Debit card
• Credit card (Visa, MasterCard, American Express)
• PayPal
• Apple Pay

For your security, we’ll check that your card is valid. Sometimes, you might see a verification screen (like 3D Secure) that asks for a password or code from your bank, just follow the on-screen instructions.

Security Note: All payments go through validation and authorization checks. If something doesn’t look right, we may need to cancel your order to keep you safe.

Payment authentication (like 3D Secure) is an extra step for your security.

• You might be asked for a password or code when you pay. If your card is declined, double-check your details or contact your card provider.
• We don’t have control over this process and can’t help with authentication issues. Your order is processed only after approval by your card issuer.

Sorry your payment didn’t go through! This usually happens due to a typo or a small error.

• Check your bank account: If no payment went through, try again. If you keep seeing errors, take a screenshot and contact us. If a payment was taken, send us proof with the last 4 digits of your card.
• Double-check your payment details: Make sure you entered the correct details and that your payment method is accepted.

We put a temporary “authorization” (hold) on your card when you order. The payment is only taken once your order ships.

If your order is cancelled, the authorization will disappear after a few days. If you still see a charge, contact customer care.

• By card: You’ll see a “pending” hold for the full order amount as soon as you place it. You’re only charged when we ship your items.
• By PayPal: You’re charged immediately.

We start processing your order right away, so we can’t always guarantee cancellation.

If you need to cancel, contact us as soon as possible (ideally within 30 minutes).

If your order cannot be changed, you can return it once delivered.

We’ll always email you if your order (or part of it) is cancelled.

Common reasons:

• The item was out of stock at shipping
• There was an issue with payment

If your order was cancelled, your refund is on its way and should reach your bank account in 3 to 10 working days.

We do not offer pre-orders or reservations at this time. 

Please check your spam or junk folder. If you created your order with the wrong email address or still can't find confirmation, contact us with your full name and payment details so we can locate it for you.

We’re unable to modify items, sizes, or colours after an order is placed. If needed, please wait for the delivery and return the item.

Delivery address changes are not possible once the 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 might be able to arrange delivery to a neighbour, safe place, or collection point with the courier using the link in your shipping email.

As soon as your order ships, you’ll receive a confirmation email with a tracking link. You can also track your order from the “My Orders” section in your account. Please allow up to 48 hours for tracking to update.

Invoices are emailed to you once your order is shipped. 

• Need a separate invoice? Just contact customer care.

Your 20-digit order number (starting with 319) is in your confirmation email, all order-related emails, and under “My orders” in your account.

Your order may arrive in multiple packages. Please check all tracking links. If something is still missing after all deliveries are complete, contact us so we can investigate further.

If you win a raffle, the payment is processed automatically using the card or payment method you entered at the time of registration. Please ensure your card details are correct and that you have sufficient funds available.

• If payment fails, the raffle will randomly select another winner.