Delivery Information

Shipping times are provided based on orders being received prior to the cut off time 23:59 UTC, orders after the cut off time will be processed the following day.

We’ll cover duty costs on all orders.

A signature may not always be required for delivery and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange a collection or to schedule a new delivery date. If you have any further questions related to your delivery, please contact our Customer Care team.

Please note: The shipping times shown are from the order date, prices are dependent on location and may differ.

If you have received your dispatch email then this means that your order is on the way, simply enter the order number above and hit find order to track your order.

If you have not yet received your dispatch email or don't know your order number then our virtual agent Layla will be able to check on the status of your order.

Most of our deliveries can take place between 8am to 9pm. If its after 9pm on your expected delivery date then your order is late. On rare occasions deliveries can be delayed due to events out of our control, when this happens we work with our couriers to get your order moving a quickly as possible. Most delayed deliveries are delivered on the following day.

If your delivery date has passed and you would like us to investigate this further, please contact us here and have your order number ready.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

Sorry an items missing, we’ve either packed it wrong, it’s coming in more than one parcel or it’s fallen off the back of the wagon. If your expected delivery date has passed, then please head over to our contact us section and we will sort it for you.

The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us, you can wait for your parcel to come back and we will give you a refund when it does. A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system.

If the carrier was unable to deliver this time it may be worth checking out the carriers app, many of our carrier will allow you to add instructions for the driver or a preferred safe place / neighbour for your parcel to be left with if you're not in. We also have other delivery options such as click & collect and locker collection which may be more suitable for future deliveries.

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our section within 30 days of receiving your order.

To help us get this fixed for you ASAP, when you first contact us please include the following information;

(The product name and code can be found on your order confirmation email).

If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

Please note, we cannot offer refunds on cosmetics, pierced jewellery and fashion facemasks or on swimwear and lingerie if the hygiene seal is not in place or has been broken

This does not affect your statutory rights.

We will get this fixed for you ASAP just head over to our Contact Us page.

When you message, please include the following information:

You won’t be able to attach an image of the incorrect item just yet but make sure you have one ready for when you receive a reply from us. Please wait until you’ve spoken to our Customer Care team before you return anything to us so we can make sure we get the correct item to you as quickly as possible.

We are currently experiencing issues with our customer service email system, which may cause a delay in our response. Please contact us using an alternative method.

Please include your full name, email address you placed your order with and your order number when you contact us.

We’re sorry but the Twitter customer service contact channel is no longer available. If you’ve sent us a message via Twitter, we won’t be able to respond to it.

Please get in touch with using one of the below options.

(Sorry, we don't have a phone number.)

Please check our FAQ page for help with most queries

By contacting us, you consent to us recording and retaining a transcript of your conversation with us. We may use this transcription as described in our privacy policy. If you do not want to consent to this use, please do not contact us other than by email.