FREQUENTLY ASKED QUESTIONS

Our most frequently asked questions should give you a quick solution to most queries

 

  MY ORDER

Can I track my Order?
Initially no. Since your Order will be delivered by Royal Mail, we regret we are unable to track it. If your Order has not arrived within 7 working days, please contact us
Can I change or cancel my order once it has been placed?
First log into your order and check the status.If the order has been completed and sent for dispatch we regret that it is too late to make any changes or cancel your order
I saw a product (pack) I liked on your website a while ago, but it's not there any more.Will it come back?
Regrettably no. Once current stocks of packs shown on our website are sold out, they cannot be replicated. 
Can I have my order gift wrapped?
No, we regret that we do not offer a gift wrapping service at the moment, but we do offer some lovely Gift Boxes for you to use.
How do I apply a Discount Code?
A discount Code on current offers may be used on the "your Basket" page at checkout
How does an Offer Code work, when it's for One Pack Only of a specific Category, but I have multiple packs in my basket ?
Regardless of the number of items in your basket, the Code will only calculate the discount offered on the highest valued item in your basket, relevant to the stipulated Category.
Can I use a discount Code when purchasing items on Sale or in conjunction with other offers?
No. Discount Codes are for individual use only and will not work on Sale items or in conjunction with other current Codes- "Unless specified on the Coupon". There is also only ONE usage limit per coupon per customer.

  YOUR DELIVERY

What are your delivery time scales?
Orders take one day to process and 2-3 days to arrive 2nd Class- Confirmed Services with Royal Mail. For remote postcodes or harder to reach ares an additional 1 to 2 working days in transit may be required. We dispatch Monday - Friday excluding Bank Holidays or Public Holidays.
Can I have an order delivered via Next Working Day delivery?
Initially no. All our deliveries will be free through the Royal Mail, 2nd Class- confirmed services. Should you require next day delivery, please contact us before Checkout, as a charge will be made for this service in accordance with Royal Mail Rates.Every effort will be made to arrange for next day delivery provided you have contacted us by Midday  Monday - Friday. 
How do I know if my order has been dispatched?
First, you should have received an Order Confirmation email within minutes of placing your order. You will receive a dispatch Confirmation email once your parcel is on its way to you.If there is a delay you will hear from us via email.
What happens to my parcel if i am not at home?
Please note- all our deliveries require a signature. If Royal Mail was unable to deliver they will leave a card and your parcel will be held at your local Royal Mail depot for collection or re-delivery. Please follow the instructions on the card.

  EXCHANGE & RETURNS

Can I exchange or return a gift?
Yes. All items should be returned within 14 days from the date you received your Order. Please ensure all returned items (other than faulty or damaged in transit) are intact which means unused, unwashed, unworn and where applicable, in their original packaging.
How do I return an Order
Should you wish to return a product (pack) please email our customer service team quoting your Order Number and the reason for returning the item. Our Office hours are 9.00 am to 5.00 pm Monday - Friday.
Who is responsible for the order being returned?
Please note that all returns remain your responsibility until such time that we have receipted the parcel back into our books.You may return products by post or courier, making sure you use a tracked service.
How does your refund Policy work?
Returned products and original shipping costs can only be refunded or replaced where incorrect goods have been sent in error or for goods found to be damaged or faulty. Under these circumstances we will also pay for your return postage. Refunds and Exchanges will be processed within 14 days of receipt of returned items. Where we consider that your handling of the goods has led to a decrease in their value, we reserve the right to reduce the amount that we refund you (up to the value of the goods) to recover that loss in value.

  GOT ANOTHER QUESTION

I still have another question?
Please drop us a line on Contact Us. We would love to hear from you.