CUSTOMER CARE

How can we help?

CUSTOMER CARE

How can we help?

  Where is my order?
  How do I return something to you from the UK?
  Have you received my returned items?
  How do I amend my order?
  How to redirect your order if you're not going to be in

Popular FAQs

Popular FAQs

Tracking your order is easy. If you have an account, log in and go to "My Orders". If you don't have an account, visit our tracking and returns portal.

Need to return a product? No problem. Just follow the simple steps below!

  • If your return contains helium, call us on 0333 900 5000 so we can discuss how to return this item (please note, we only accept helium returns in certain circumstances)
  • Download and complete our returns label
  • Insert your completed form inside the parcel
  • Visit our Royal Mail returns portal, once there, complete your details to receive your returns label
  • Post your parcel back to us by dropping it off at your local Post Office
  • We aim to review all returns within 14 days of receiving the parcel
  • Please note, returns are charged at £2.50, this will be deducted from any refund processed. If your order was delivered late, you won't be charged for your return
  • Our returns period is 28 days, unfortunately, we can't accept returns after this time

Please keep hold of your proof of postage in case anything happens to your parcel on its way back to us

Once you've sent your items, the returns process can take up to 7 working days. You'll receive an email from us as soon as we process your return, which is usually within 5 working days of us receiving your returns.

If you need to amend your address, amend the name or cancel your order, please call 0333 900 5000  within 30 minutes of placing the order. This must be done during office hours Monday to Friday between 9am and 5pm. We won't be able to amend your chosen delivery option, however, we can refund in full so that a new order can be placed.

If you contact as after 30 minutes or outside of office hours, we won't be able to cancel your order. Your order details are sent to an automatic warehouse system after 30 minutes, so unfortunately we are unable to interfere with it. If this is the case, you will need to follow the returns process and we will be able to issue a refund, minus the delivery charge.

Unfortunately we are unable to accept cancellation and amendment requests via email, so please don't hesitate to give us a call within 30 minutes of placing your order so that we can help you as best we can!

It's only possible to change your delivery address in the first 30 minutes after placing your order. After that, you can arrange an alternative delivery option with some of our UK delivery partners, such as delivery to a neighbour, delivery to a safe place, or collection from a specified location. These options will vary depending on the delivery partner. 

You can check the delivery options that are available by using the link in the delivery update email that you will receive from us once your order has been tracked, or by using the tracking number and the delivery partner's website or app.

Need to get in touch?

Loading...