Frequently Asked Questions
Last Updated - 3rd January 2021
*Shipping Update for EU Customers*
We have temporarily removed shipping options for EU shipping due to the new changes from January 1st and the current border restrictions due to COVID-19. We hope to reintroduce our EU shipping in the near future. Sign up to our email newsletter for updates.
**Final Order Dates for Christmas**
Please note that due to delays as a combined result of the Christmas period and global pandemic we can not guarantee your order will arrive in time for Christmas.
Below are the suggested final order dates for Christmas delivery:
- 7th December - All International Orders
- 11th December - UK Standard Orders
- 14th December - UK Tracked Orders
Again, there is still a possibility that any orders placed before these dates might not make it in time for Christmas due to external factors outside of our control.
We appreciate your patience and understanding during this time and hope you all have a lovely December.
I'm worried about Covid-19, is it safe to place an order?
We are taking every precaution when it comes to Covid-19. We have been isolating since March 2020 and ensure hands and surfaces are thoroughly cleaned before picking and packing orders.
When will I receive my order?
**Please note that due to Covid-19 and the lead up to Christmas there may be delays within the postal network due to potential staff shortages and the unprecedented amount of parcels being sent this year. As a result please allow additional time for your order to arrive over and above that quoted in our shipping policy.**
Orders are usually despatched within 3-5 working days from the time you receive order confirmation e-mail. Shipping times vary based on location. For more information please read our shipping policy.
Can I get a refund?
We allow up to 14 days for you to request a refund. Please read our full refund policy for more information.
Do you offer free shipping?
We offer free shipping to the UK on orders over £50.
I'm having problems placing an order...
If you are having problems placing an order please email us at firstname.lastname@example.org - we will do our best to help.
How do pre-orders work?
We sometimes allow pre-orders for stock which is in transit to us. The pre-order page will state when you can expect your order to be shipped. Please note the following:
- Payment is taken immediately when you place your order
- As soon as we receive the stock we will arrange for your order to be sent to you. (This means that you may receive your order sooner than the estimated shipping time quoted on the product page)
I want to place an order but I don't get paid until next week - do you offer payment plans?
We have partnered with Klarna who may be able to offer you a payment plan subject to their terms and conditions. Read on for more information.