Delivery Issues

Delivery Issues

We understand how important it is to receive your order on time and in perfect condition. If you're experiencing any delivery issues, please read the guidance below and don't hesitate to reach out to our team.

📦 My Order Hasn't Arrived Yet

If your order has not arrived within the estimated delivery timeframe, please follow these steps:

  1. Check your shipping confirmation email for your tracking number and estimated delivery date
  2. Use the tracking number to check the latest status on the courier's website
  3. Allow an additional 1–2 business days as delays can occasionally occur due to high demand or weather conditions
  4. If your order is significantly overdue, contact our support team with your order number and we will investigate immediately

📬 Order Shows as Delivered But I Haven't Received It

If your tracking shows your order as delivered but you haven't received it, please:

  • Check with neighbours, building reception, or a safe location where it may have been left
  • Check for a delivery attempt card or notification from the courier
  • Confirm your shipping address was entered correctly at checkout
  • Contact the courier directly using your tracking number
  • If still unresolved after 24 hours, contact us and we will work with the courier to locate your parcel

📦 My Order Arrived Damaged

We take great care in packaging your products, but occasionally damage can occur during transit. If your order arrives damaged:

  1. Take clear photos of the damaged packaging and products immediately upon receipt
  2. Contact our support team within 48 hours of delivery with your order number and photos
  3. We will arrange a replacement or full refund as quickly as possible

🔄 I Received the Wrong Item

We sincerely apologise if you received an incorrect item. Please:

  1. Do not use or open the incorrect item
  2. Contact us within 48 hours with your order number and a photo of the item received
  3. We will arrange for the correct item to be sent to you and organise collection of the incorrect one at no cost to you

📍 Incorrect Shipping Address

If you have noticed an error in your shipping address after placing your order, please contact us immediately. We will do our best to update the address before your order is dispatched. Unfortunately, we are unable to redirect parcels once they have been collected by the courier.

🇬🇧 International Delivery Issues

For international orders, please also consider the following:

  • Your parcel may be held at customs — check your tracking for any customs notifications
  • You may be required to pay customs duties or import taxes before your parcel is released
  • Delivery times can vary significantly depending on your country's customs processing times
  • If your parcel has been held for more than 10 business days, please contact us for assistance

Still Need Help?

Our support team is here to resolve any delivery issues as quickly as possible. Please get in touch with your order number and a description of the issue, and we will respond promptly.