FAQs
Order Queries
Here’s everything you need to know about order queries.
1. Where is my order?
We’re currently working hard to get all orders processed and shipped as quickly as possible. Most orders are dispatched within 3–5 working days, but during busier periods this may take a little longer.
If your order has been split into multiple shipments, you’ll receive more than one tracking number — don’t worry, your items are still on their way!
Please check your email (including spam/junk folders) for your tracking information.
If it’s been more than 14 working days since you placed your order and you haven’t received it or any tracking updates, feel free to contact us here and we’ll be happy to help!
2. Can I cancel/amend my order?
Once your order has been placed, we begin processing it right away — which means we’re usually unable to make any changes or cancellations.
If your order has already been packed or shipped, you’re welcome to return any unwanted items using our returns policy within 30 days of receipt.
Be sure to include your order number, name, and address in the return. We recommend keeping your proof of postage until your refund has been processed.
3. What can I do if my order is going to the wrong address?
If you’ve entered the wrong shipping address at checkout, please contact us here as soon as possible with your order number and the correct address.
We’ll always do our best to help, but as we try and processing orders quickly, there’s only a short window to make changes.
Once your order has been packed or dispatched, we’re unfortunately unable to change the delivery address. In this case, we recommend:
- Checking with the residents at the incorrect address (if possible)
- Contacting the courier directly with your tracking number to request redirection (not always guaranteed)
- Letting us know so we can advise on next steps
To avoid this in future, please double-check your shipping details at checkout.
4. What should I do if my order is missing?
We're sorry to hear your order hasn't arrived!
If you're in the UK and your order hasn’t arrived within the estimated delivery window provided in your shipping confirmation email, here’s what to do:
- Check your tracking link – this is usually the fastest way to see the latest update.
- Still no update after 10 working days? Please get in touch within 21 days of your order date so we can investigate and help resolve this for you.
For international customers, please allow up to 16 working days from dispatch before contacting us, as delivery times can vary depending on your location.
After these timeframes, we may not be able to guarantee a refund or replacement — so please do reach out as soon as possible if you think your order may be lost.
4. What do I do if I have received the wrong item?
We're really sorry if you've received the wrong item — we know how frustrating that can be!
If you believe you’ve been sent something incorrect, please contact us here as soon as possible. To help speed things up, make sure to include the following in your message:
- Your order number
- A clear photo of the item you received
Once we have this information, we’ll work quickly to get this resolved for you.
4. What do I do if an item is missing from my order?
here’s an item missing from my order – what should I do?
We’re so sorry if something is missing from your order — let’s get this sorted as quickly as possible!
First, please check your email (including junk/spam folders) to see if we’ve sent you a message about an out of stock item or a split shipment (your order may arrive in more than one delivery).
If you haven’t received any communication or if you're unsure, please reach out to us here with your order number and details of the missing item, and we’ll look into this for you right away.