Frequently asked questions

Orders

How do I know my order has been received?

Once you’ve completed your order online, you’ll receive an order confirmation email. If you don’t receive an order confirmation email within 24 hours of ordering, we suggest you check your email spam filter and junk folder in case our email has been directed there. If this isn’t the case, then we may have an incorrect email address for you. Please contact us and we’ll look into this for you.

Can I amend my order?

We aim to pick, pack and dispatch orders as soon as possible. Therefore we're unable to make any changes to your order including changing the delivery address, item colours and sizes, or removing items from your order. We can cancel your order if it hasn't been dispatched so that you can place a new order with the correct details.

Can I cancel my order?

You may be able to cancel your order if it hasn’t been dispatched. Please call our Customer Care Team on 0800 426 624 to check your order status.

Please note: When you place an order with us, you will be charged for your purchase as soon as you click the PLACE ORDER button in the checkout. An order confirmation will be sent via email to confirm your order and payment. If you cancel your order, it may take up to 5 business days for your bank or card issuer to make your funds available to you again.

How can I track my order?

Once your order is dispatched, you’ll be sent a dispatch confirmation email informing you that your order has been dispatched and the CourierPost tracking number for your parcel. Delivery target is 2-3 business days following dispatch confirmation. Rural addresses can add 1-3 days to the delivery time.

I haven't received my order, what should I do?

Please go to the CourierPost website and enter the tracking number into the track & trace service to find the latest status of your item. The tracking number can be found on your dispatch email. If after reviewing the tracking details of your item you still have a query regarding the item’s status, please contact CourierPost for more information. Should you need any further assistance, please contact our Customer Care Team on 0800 426 624, Monday to Friday, 9am to 5pm.

Is it safe to order online?

Yes it is. We use SSL technology which encrypts your information whenever we are receiving or transferring your details on our website. When making an online purchase a small padlock symbol will appear on your screen in front of the URL in the payment section of the checkout. This indicates that the SSL security system is operating throughout your transaction. This encrypting ensures that your details cannot be read by, or altered by outside influences.