FAQs

ACCOUNT

DELIVERY

DISCOUNTS

ORDERS

  • Where is my order?

    You can track your order in your account. Alternatively, please contact customer service via the online chat box or call us on 0871 334 2019 (10p per minute plus network extras).

  • How do I know if my order was placed successfully?

    After your order is submitted, you will be directed to an order confirmation page with your order number. You should also receive an email confirmation shortly after. If you were not directed to an order confirmation page or didn't receive a confirmation email, please contact customer service via the online chat box or call us on 0871 334 2019 (10p per minute plus network extras).

  • Can I cancel an order once it has been placed?

    Yes, if the order has not yet been despatched, please contact customer service via the online chat box or call us on 0871 334 2019 (10p per minute plus network extras). If the order has been despatched already, you will need to follow our returns procedure as set out on the returns page.

  • I am having a hard time completing my order. What can I do?

    Please clear your browser cache and cookies, and try to check out again. For further assistance, please contact customer service via the online chat box or call us on 0871 334 2019 (10p per minute plus network extras).

RETURNS AND REFUNDS

STOCK

PAYMENT

  • What forms of payment do you accept?

    We offer a wide range of payment methods, including PayPal and Klarna. We also offer an extensive range of international payment providers. Payment providers for your location will be displayed at the checkout once you have submitted a delivery address.

CUSTOMS, DUTIES & TAXES

  • Do I need to pay duties & taxes?

    Import duties and taxes may apply upon international orders. You may be able to pre-pay all duties & taxes when you checkout as part of our guaranteed landed shipping cost service. All options available for your location will be clearly displayed at the checkout once you have submitted a delivery address.

  • My package is stuck in customs

    Customs clearance is completely beyond our control, as are any delays resulting from inspections by the customs authorities.

    As only the recipient of the package can make an inquiry with the local customs authorities, for any details regarding the process and its due date, we kindly ask you to contact them directly using the tracking reference number provided in your dispatch confirmation email.

  • How do I prepay my duties & taxes?

    If your location is eligible for our guaranteed landed shipping cost service, you will be able to pre-pay all duties & taxes in the checkout. Once you have submitted your delivery address in the checkout, a section called “Duties & Taxes” will appear underneath the “Shipping Options” tab. If prepayment is supported for your order, then you will be quoted as follows:

    “Prepay xxxx for duties, taxes and fees now to guarantee no additional charges on delivery”

    Select this option if you wish to prepay duties & taxes. Should you choose to use this option, you will be provided with a 100% guaranteed total amount for your order (including all applicable delivery charges, duties and taxes).

    Please note that any inspections and fees applied on imports to your country are beyond our control, should you decide not to prepay your taxes during checkout.
  • I prepaid my duties & taxes, but have been charged more fees for delivery

    If you prepaid your duties & taxes at checkout, your order is covered by our ‘guaranteed landed shipping cost service’, meaning that you should not have to pay any further fees.

    a) If you have not yet paid the invoice for additional charges, please do not pay it – we will resolve the issue directly with our shipping partner.

    b) If you have already paid this invoice, please send us a copy of the receipt and we will issue a full refund.

  • I want a refund of the duties & taxes paid for this order

    Import duties and taxes may apply upon receipt of orders shipped outside of the European Union. Such duties and taxes are beyond our control as they are set by the Customs Authority of the destination country and depend on a number of factors, such as the country of origin of the purchased product, local VAT rates and local import taxes.

    It is stated on our website that any local import duty, taxes or customs clearance are not included in our prices and must be paid for by the customer.

    We provide an option to prepay taxes and duties in advance, so you can see the fees before you submit your order and there will be no additional costs when you receive your package, guaranteed.

    Any inspections and fees applied on imports to your country are beyond our control, should you decide not to prepay your taxes during checkout.

    Did you prepay the duties & taxes on this order?

    Please send us a copy of the receipt for any additional charges that you have paid and we will follow up with our shipping partner to arrange a refund.