We know you may have some questions about making an order with us, so to make things easy for you we’ve pulled together a list of questions and answers we think will help. If you have a question not covered here you can email our friendly team at email@example.com
My order hasn’t arrived, where is it?
We post all orders using Royal Mail's Second Class Service. Please note that due to COVID-19 despite best efforts some Royal Mail services may be disrupted, and orders can take up to 5 working days for delivery. If you haven't received your order after 5 days, please contact our customer service team by emailing firstname.lastname@example.org.
Is it possible to amend my order?
We know you might have made a mistake, or you may need to change what you’ve ordered, however we’re not able to amend your order. Please contact our Customer Support team email@example.com and they will be able to help you.
Can I cancel my order?
We may not be able to cancel your order if we’ve already started to process it. If you contact our Customer Support team firstname.lastname@example.org they’ll be able to let you know if it’s possible.
Can I add more items to an existing order?
Unfortunately it’s not possible to change an order once it’s been made. You would need to complete another order.
Where can I find my order number?
If you’ve set up an account, you can find your order number on your order history page. If you don’t have an account, your order number also appears on your confirmation email.
How do I redeem a voucher/discount or special offer?
If you have a voucher or a discount code you can apply this once you get to the checkout.
What is your returns policy?
We understand you might have changed your mind so have a read of our Delivery & Returns page to find what you need to do to return you order to us.
Where do you deliver to?
We deliver to locations across England, Scotland and Wales.
What delivery options do you offer?
You can find out more about delivery on our Delivery & Returns page.
What payment methods do you accept?
We accept the following standard credit cards VISA, Mastercard, Maestro and AMEX. Plus you can shop with us using any of the following Accelerated checkout methods of Shop Pay, Apple Pay, Google Pay & Paypal
What is an Accelerated checkout method?
You might not be familiar with the term, but we’re sure you’ll be familiar with the payment method. Also known as a dynamic or express checkout method, you’re able to quickly pay for your order with a single click of a button. We accept Shop Pay, Apple Pay, Google Pay & Paypal.
Are my payments secure?
Our payments service uses 3D Secure as an added layer of security, and we follow the compliance measures which are in line with the Revised Payment Service Directive (PSD2) introduced in 2019. You can also be reassured that all payment data is encrypted and strict Payment Card Industry (PCI) compliance is in place.
Do I need to set up an account to order?
Not at all. You can easily check out as a guest. However you might want to think about having an account so we can make you aware of any of the great offers we might have available.
Can I order over the phone?
Unfortunately it’s not possible to make an order by phone. It’s super easy to make orders through our website so we hope you’ll be able to complete your order online.
How can I get in touch with you?
If you have any questions, queries or comments, head over to our Contact Us page to find how you can get in touch.
We’re committed to protecting the health, safety and wellbeing of our colleagues, as well as maintaining our highest levels of service for our customers and consumers. We continue to monitor the impact of the pandemic alongside government guidance and advice to understand what this means to our colleagues, customers and consumers.