I haven't received an email confirmation for my order - why?
When you place an order, you can expect to receive an email confirmation. You will also receive a shipping notification email for each package that is sent to you.
If you have not received an email confirmation when you place your order, please check your junk folder, or alternatively please contact us via our Contact Page and we will check your order has processed correctly and resend your confirmation email.
Why was my credit / debit card declined?
If you have received a notification stating that your credit/debit card has been declined, there could be a number of reasons why (even just down to entering your details incorrectly).
Please note that it is your bank, and not us, that has declined the transaction and they will only tell the account holder (i.e. you) their reasons for doing so. Please contact them for further information.
Can I make a change to my shipping address?
We are happy to change the shipping address for any order which has yet to be shipped. Just get in touch with your order number, name and address you'd like the order to be sent to.
If you entered the incorrect address at the time of ordering and your goods have been shipped, there is unfortunately nothing we can do to retrieve the package. Often the package will find you if the postcode was correct and the other details were incorrect. If the goods are returned back to us, we will contact you to let you know and arrange for them to be shipped to the correct address.
Can I cancel my order?
If you wish to cancel an order you’ve placed, please complete and submit the online contact form and we will arrange to cancel the order and refund you any money you’ve paid.
You can only cancel an order prior to it being dispatched.
I have received an order that is damaged / faulty, what can I do?
If you have received a damaged or faulty item, please contact us via email@example.com and include in your message a description of the damage and wherever possible attach photographs showing the damage or fault. We will assess the damage and either refund the order or send you a replacement as appropriate.
We do not issue refunds or accept returns if you have ordered the wrong size or item.
I have received my order but you have sent me the wrong item.
If you have received the wrong order - we're very sorry! Please contact us via the online contact form and we will arrange to send you the correct product or arrange a refund.
Can I add an item to an order I've already made?
We are currently unable to add an item to your order. If your order is unshipped, we can cancel the order you have made, enabling you to place a new order including all the items you are looking to purchase. Please contact us using the online contact form if this is how you wish to proceed.
I have ordered from a pre-order store - how long will it take for me to receive it?
As soon as the store closes, all orders will then be processed and shipped. This can take 2 weeks minimum.
Shipping is NOT refundable.
The customer service team member will process the refund for the full amount of the item and any applicable tax (MINUS SHIPPING FEES) back onto the original card used to purchase the product. The refund process can take anywhere from 7-10 business days. At any time during that process our customer service team will be there to help answer questions.
If you have any other questions that have not been covered on our FAQ's, then please get in-touch via our Contact Page