FAQ’S

Frequently Asked Questions

I can’t sign into my account, what should I do?

If you receive a message that says your email address/password isn’t recognized, follow the steps below:

  • Make sure you are using the same email address and password you registered with – you may have more than one account so please check
  • Check that you don’t have your caps lock on in error and / or are using any special characters that you chose correctly
  • If you can’t remember your password, click on the ‘LOST YOUR PASSWORD?’ link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account

If you still can’t sign in, please contact us giving as much detail as you can about the issue.

We are able to provide a refund once the claim has been processed and the package is declared as lost.

If for any reason it is determined the parcel is lost in transit you will be issued a full refund.

I’m having trouble placing an order

Firstly, please close your browser, re-open it and try again.

You may also need to delete your cookies – a cookie is a small file we store on your computer to let us know who you are next time you visit us.

We suggest that you sign in before deleting your cookies, otherwise the items in your bag or saved items list may disappear.

On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’.

We also suggest that you use one of the browsers that are fully supported on the website including Chrome, Safari or Firefox.

If you’re still having problems, please contact us giving as much detail as you can we will help you to place your oder.

Can my delivery address be changed?

1. If the order has not shipped

If your order has not yet shipped, then we should be able to update your address

Please contact us urgently by clicking on the link below if you need to change your delivery address.

 

2. If the order has shipped

We cannot intercept packages.

If the package is undelivered, it will eventually be returned to us.

Please note this is likely to take some time (maybe several weeks).

A refund will be issued when we receive the package back at our warehouse.

 

 

If you’re still having problems, please contact us giving as much detail as you can we will help you to place your oder.

How can I make an order?

1. Select the item/s you wish to buy

3. Click on “checkout”

4. Fill in your address and payment details

5. Select a shipping method

You will receive an automatic email confirming the details of your order.

It can take between 2-4 days to process an order for international shipping.

Once your order is shipped, we’ll send you an email containing tracking information.

We aim to meet the delivery times quoted but during busy periods, deliveries may take a little longer.

Sometimes circumstances beyond our control, such as extreme weather conditions or customs inspections, can result in delivery delays.

I made a return and have not been refunded

For returned items, it can take up to 21 business days for the funds to credit back to your original payment method as the below steps need to be followed:

1- Shipping time to arrive back to our warehouse
2- Processing and inspection for refund approval
3- Authorization to finance department to issue refund
4- It can take up to 7 business days for the funds to credit back to your payment method once our finance department process the refund.

Should your refund not be processed within the 21 business days, please contact us and send us the tracking number for the returned package so that we can investigate further.

Can I add an item to my order?

We are unable to change orders once they have processed through our system.

Regrettably this means we are unable to add an item to your order.

If you wish to purchase an additional item, please place a new order.

We aim to meet the delivery times quoted but during busy periods, deliveries may take a little longer.

Sometimes circumstances beyond our control, such as extreme weather conditions or customs inspections, can result in delivery delays.

I received an incorrect item in my order

We’re sorry to hear that you received an incorrect item in your order.

In order for us to process this enquiry, please contact us by clicking on the link below and send us photographs of the following:

  1. The packing slip enclosed with the order
  2. The product that you received

Please be assured that as soon as we receive this information, we will follow up swiftly to resolve this issue.


3- Authorization to finance department to issue refund
4- It can take up to 7 business days for the funds to credit back to your payment method once our finance department process the refund.

Should your refund not be processed within the 21 business days, please send us the tracking number for the returned package so that we can investigate further.

Where is My Order?

It can take between 1-4 business days (not including weekends and national holidays) for us to prepare a package for international delivery.

Once your order is shipped, you will be sent an auto-email containing tracking information.

If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation.

Investigations may take several weeks due to the processing times of the international postal services.
We are able to provide a refund once the claim has been processed and the package is declared as lost.

If for any reason it is determined the parcel is lost in transit you will be issued a full refund.

 

There is an item(s) missing from my order

We’re very sorry to hear that you did not receive all the products that you ordered.

Please contact us and let us know what items are missing so that we can investigate what happened.

I have not yet received tracking information

It can take between 1-4 business days (not including weekends and national holidays) for us to prepare a package for international delivery.

Once your order is shipped, you will be sent an auto-email containing tracking information.

Do I need to pay duties & taxes?

Import duties and taxes may apply upon receipt of international orders.

These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country and depend on a number of factors, such as:

1. Country of origin of the purchased product

2. Local VAT rates

3. Local import taxes

It will be your responsibility to pay these charges if and when asked to by your local authorities.

Please note that any inspections and fees applied on imports to your country are beyond our control.

 

My package is stuck in customs

Customs clearance is completely beyond our control, as are any delays resulting from inspections by the customs authorities.

As only the recipient of the package can make an enquiry with the local customs authorities, for any details regarding the process and its due date, we kindly ask you to contact them directly.

I want a refund of the duties & taxes paid for this order

Import duties and taxes may apply upon receipt of orders shipped outside of the European Union. Such duties and taxes are beyond our control as they are set by the Customs Authority of the destination country and depend on a number of factors, such as country of origin of the purchased product, local VAT rates and local import taxes.

It is stated on our website that any local import duty, taxes or customs clearance are not included in our prices and must be paid for by the customer.