Frequently Asked Questions
Please have a look at the following FAQs before sending us a message.
Has much changed for European customers, post Brexit?
We are still dispatching orders to our European customers on a daily basis. The delivery service we use is 'delivered, duty paid', which means that the goods are delivered to you with all VAT and duties prepaid by us, giving you reassurance that the price you see at check out is the price you will pay and there will be no hidden extras or unexpected charges.
How do I track my order?
Once you have placed your order, a tracking number will be sent to you via email. If you have not received a tracking number via email, it may be that you have selected a non-tracked economy service. For any queries on this please email our customer services on email@example.com or call: +44 (0) 330 2200 819 and we will be more than happy to help.
What is express delivery?
The express delivery option for the mainland UK only. It is a DPD next-working-day service (excluding weekends) provided orders are placed before 1pm. We aim to dispatch all express delivery courier orders placed before 1pm, on the same day.
I have not received an order confirmation email?
For any queries on this please email our customer services on firstname.lastname@example.org or call: +44 (0) 330 2200 819 and we will be more than happy to help.
Can I return a product?
Yes. If you would like to return a product, just post any unopened items back to us for a full refund.
Can I change my order?
Yes. if you wish to cancel your order or make amendments to your delivery details, please contact us, on email@example.com or call: +44 (0) 330 2200 819 as soon as possible to ensure we can make these changes before dispatch. We aim to dispatch all orders placed by 2.30pm the same day.
When will my order be dispatched?
We aim to dispatch all orders placed by 2.30pm the same day, our office opening times are Monday-Friday. Any orders placed on a Friday after 2.30pm may not be dispatched until our warehouse reopens on Monday.
When will a product be back in stock?
You can register your email address to be notified when a product comes back into stock, you can do this by entering your email address on the product page on the website.
Is VAT charged?
VAT is applied to and included in all our prices. The price you see on our website is the price you pay inclusive of VAT. Custom charges apply to Norway.
Are import duties and VAT included in the price?
For all our UK & European customers, all import duties and VAT are included in the price. The price you see on our website is the price you pay. Custom charges apply to Norway.
I live in Norway, do you offer a customs clearance solution?
Yes. For our Norwegian customers, we have chosen Tollit as our partner for customs clearance. By using Tollit, Norwegian customers save up to NOK 210 on the customs clearance fee, as well as a secure and easy way of declaring your package in the Tollit app. Once you place an order, you will receive an email from Tollit with all the instructions.
How do I request a new password?
Click the ‘Login/Register’ option at the top of our website. Under ‘Login’ select ‘Lost your password?’ Enter your email and click reset password. For any queries on this please email our customer services, who will be more than happy to help.
Why is my order status 'pending' when I log into my account?
If your order status when you log into your account says pending then your payment has not been received. If this is the case, please email us at firstname.lastname@example.org or call: +44 (0) 330 2200 819 and we will be happy to help.
Why does my order status say 'completed' on my account when I have not received it?
Your order status when you log into your account will say completed once your order has been processed on our system.