FREQUENTLY ASKED QUESTIONS
Where is my order?
Once your order has been dispatched from our warehouse, you’ll receive a dispatch e-mail with your tracking link. You can then track the parcel directly with the courier. Orders are normally dispatched within a few working days. If you can’t find your e-mail make sure you double check your junk/spam folders.
CHRISTMAS AND BLACK FRIDAY UPDATE: We kindly ask that during the busy period, if your order has not arrived, to wait until the full length of your delivery window has passed before contacting us.
If it is already outside this time frame, and there has been no update on the tracking to show progress, please email us or send us a message via live chat.
If your order has been stated as delivered and it has not, before contacting us, please check with any neighbours, or household members, who may have taken this in on your behalf and in any possible safe places around your property.
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Can I cancel or change my order?
Once an order has been placed unfortunately it cannot be cancelled or amended. You can return your order using our free returns service, or you can refuse delivery with the courier. The parcel will then be returned to us and we'll refund you. We’re hoping to be able to cancel or amend orders in the future!
The tracking hasn't updated on my order
If when you track your order you can't see an update on your parcel and it's been more than 5 days, get in touch with Customer Services who can investigate further with Royal Mail or DX Logistics.
Please also note that tracking does not update straight away after shipping, please allow 24 hours after receiving your shipped email before attempting to track.
CHRISTMAS UPDATE: If your tracking has not updated, please wait for your full delivery time frame to pass before contacting customers services as we are experiencing high volumes and this may save you time.
Why is my member offer not working when I have a Rewards Club card?
It could be that you haven’t linked your Rewards card to your online account yet. Login to your account and check the Rewards section, linking your card if you haven’t already done so. The offers come directly from your Rewards Club card, so if your Rewards Club card and online account are not linked, you will not receive member offers.
My order is showing as delivered but I haven’t received it?
If your order is showing as delivered and you can’t locate it, firstly check with your neighbours, anyone else in your household and any safe places it could have been left. If you track your parcel using the tracking number in the shipping e-mail, you should be able to see if the parcel was left in a safe place or with a neighbour. If you still can't locate it, get in touch with Customer Services via email or live chat and someone will investigate further. We’ll also ask you to fill out a denial of receipt form and ask you a few questions so we can go back to Royal Mail. Once our investigation is complete we’ll then look at resending your order or refunding you.
CHRISTMAS AND BLACK FRIDAY UPDATE: Please ensure you have made the necessary checks before contacting us as we are experiencing higher than normal volumes of contact and this may save you time.