FREQUENTLY ASKED QUESTIONS
Can I order by Telephone ?
You can. Please call us on the Freefone number 0800 612 8017, during UK office hours.
Can I amend or Cancel my orders?
Provided we haven’t already shipped your order then changes are still possible, but it's difficult to amend any order once dispatched.
When will I receive my order?
This depends on where we are shipping. Our standard delivery times are shown on our Shipping and Returns page.
Which methods of payment do you accept?
Visa, MasterCard or PayPal. In person at one of our pop up shops you can also pay with Google and Apple Pay on your smartphone.
When will I be charged?
Your payment method will be charged when you checkout.
Do I have to pay customs duty for orders outside of the EU?
You are responsible for paying import duty for shipments to countries outside the EU. The courier will handle the administration on this and may require you to pay them for this element before delivery.
Do you refund the VAT on orders outside the EU?
No. Out GBP prices include VAT in the EU/EEA and exclude VAT for other countries. If you are in the EU, VAT registered and plan to spend over £2000 please contact us.
International customers please note: For returns, we can't administer refunds of VAT or import duty.
How do I return an item?
You can return it by post. Please include a print of your order confirmation email, along with a covering note. UK customers can request a free courier returns label, which is attached to the package and then you take it to your local post office.
What is the time limit for returns?
30 days from the date you receive your order.
Can I return a faulty item?
Yes. Please include a covering note explaining what is wrong and we will do our best to put it right. There is no time limit on returning faulty goods, but we will make a judgement as to whether the damage is "fair wear and tear" before deciding on a refund.
I have lost my packaging slip, can I still return an item?
Follow the normal returns process but include a note giving your details (name, address, telephone number & email address), the original order number (on previous emails to you) and whether you want a refund or a replacement.
Can I return an item received as a gift?
Yes, a gift item can be returned for exchange or a credit note. For a full refund the original purchaser will need to make the return. Please follow our standard returns process.
Are returns free of charge?
UK returns are free, EU and Rest of World returns are at your own expense.
For returns from outside the EU, we can't administer refunds of import duty or VAT. You should contact your local tax authorities when returning the parcel.
Please email us for a returns label or complete our returns from here.
How long will the refund take to be processed?
Once your return parcel is received, we will process it within five working days, at which point you will receive an automated email confirming the refund. The refund payment will depend on your bank, but typically a further 3-5 working days.
Can I return sale items?
Yes, the returns policy is the same for all products.