Frequently Asked Questions (FAQs)

Ordering

How do I place an order?
You can order quickly through our website by adding items to your basket as you browse. When ready, click the shopping basket icon and follow the prompts to complete checkout. If you experience issues during checkout, please reach out through our support page for assistance.

Can I change or cancel my order?
Once an order is placed and processed, changes or cancellations are generally not possible because fulfilment begins promptly. This ensures efficient handling for all customers.

What if I made a mistake with my order?
If the mistake is noticed very quickly after placement, get in touch with support via the help page. If fulfilment has already started, it may not be possible to amend the order.

Something is out of stock — will it return?
Stock levels can vary. For products that are out of stock, you can often sign up to receive a notification when available again if that option is offered.

How can I tell if my order was successful?
After submitting your order, you should receive an order confirmation. If you are uncertain, check your account order history or get in touch via the help page.

Can I apply a voucher or discount code?
During checkout, there is an area to enter gift card or discount codes. Only one code is redeemable per order unless otherwise stated.

Why isn’t my discount code working?
Ensure the code is entered correctly and check any terms or restrictions that may apply. If it still fails, contact support through the help page.

Account & Payments

Do I need to create an account?
You may check out as a guest, but creating an account can save your order history and address details for faster future orders.

How do I make payments?
Online payment options are presented at checkout. Details on accepted payment methods are available on the help centre.

Shipping & Delivery

Can I ship to multiple addresses?
Yes, during checkout you can enter different shipping and billing addresses as needed.

What if my item hasn’t arrived but tracking shows delivered?
Double-check around your property and with neighbours, as small parcels can sometimes be placed securely out of plain sight. Reach out via the help page if the item is still missing.

An item is missing from my order — what should I do?
If an item is missing, contact support with the order details so they can investigate and assist with resolution.

What happens if my order is returned to you?
If an order is returned due to delivery issues, let support know your correct delivery details so they can help resolve it.

Age Verification

Do I need to verify my age for certain products?
Yes, orders containing age-restricted items may require age verification through a secure third-party process before fulfilment proceeds.

Returns, Faults & Refunds

What if my item is faulty or damaged?
If items arrive damaged or not as expected, contact support with details and a photo, and a suitable resolution option will be offered.

Can I return something if I change my mind?
Return options depend on the product category and condition. Non-perishable products often have return pathways, but perishables generally cannot be returned for hygiene reasons. Full return guidance is on our support site.

Why might a refund differ from the original amount paid?
Refunds are processed in line with established return policies. Specific scenarios such as delivery charges are addressed in the returns section on the help page.