Awaiting Order Arrival

When will I receive my order?

Delivery times depend on the shipping method selected during checkout and your location within the UK. Standard delivery usually takes 2–3 working days, while express or next-day delivery options may arrive sooner.

Delivery times may be slightly longer during public holidays, peak shopping periods, or severe weather conditions.

How can I track my delivery?

Once your order has been dispatched, we will provide you with a tracking number and courier details via email or SMS. After the parcel has been handed over to the courier, you can track your shipment directly on the courier’s official website using the tracking number provided.

You can also track your order anytime through our website using the tracking section available here.

What payment methods do you accept?

We accept major debit and credit cards, PayPal, Apple Pay, Google Pay, and other secure payment methods available at checkout.

Is online payment secure?

Yes, all payments are processed through secure, encrypted payment gateways to ensure your information remains protected.

Can I modify or cancel my order after placing it?

Orders can only be modified or cancelled before dispatch. Please contact customer support as soon as possible.

How do I get a VAT invoice?

If VAT has been charged on your order, a VAT invoice will be sent within 3-7 business days after your item has been delivered. This applies to both UK and international customers where applicable.

VAT invoices are generated after the order has been successfully delivered and processed in our system.

If you have not received your VAT invoice within the expected timeframe, please contact our customer support team for assistance.

You can also request your VAT invoice by completing the VAT Request Form available here.

Refund & Return

I haven't received my order. What should I do?

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

  1. Check your order confirmation email for the estimated delivery date.
  2. Use the tracking link provided in your dispatch email to track your parcel.
  3. Check with neighbours or your building reception in case the parcel was received on your behalf.
  4. Verify that the delivery address entered during checkout is correct.
  5. Contact our customer support team with your order number for further assistance.
What if the tracking shows “Delivered” but I have not received it?

Please check around your property, with neighbours, or with the courier directly. If the parcel still cannot be located, contact our support team immediately.

Can I get a replacement or refund for a missing order?

If your order is confirmed lost by the courier, we will arrange a replacement or issue a refund in line with our policy.

What items cannot be returned?

Certain products cannot be returned for hygiene, safety, or legal reasons. Non-returnable items may include:

  • Opened or used personal care and beauty products
  • Gift items
  • Food and perishable products
  • Health and beauty products
  • Hygiene-related items
  • Personal care products that have been opened or used
  • Customized or personalised products
  • Underwear, swimwear, and hygiene-sensitive items if opened or worn
  • Gift cards and digital products
  • Items marked as “Final Sale” or “Non-Returnable”
  • Products damaged due to misuse or improper handling
  • Items returned without original packaging, tags, or accessories where applicable
Why are these items non-returnable?

Certain products are excluded from returns due to health protection, hygiene regulations, and safety standards.

Can unopened health or beauty products be returned?

Return eligibility for unopened products may vary depending on the item type and condition. Please contact customer support for assistance before returning the item.

International Orders

Will I need to pay customs fees or import taxes?

For orders delivered within the UK, no additional customs charges usually apply. However, international orders may be subject to customs duties, import taxes, or handling fees depending on your country’s regulations.

Who is responsible for customs charges on international orders?

The customer is responsible for any customs duties, import taxes, or clearance fees charged by local authorities for international shipments.

How will I know if customs charges apply?

Your local customs office or courier may contact you if additional charges are required before delivery can be completed.

What happens if I refuse to pay customs fees?

If customs charges are refused, the shipment may be returned to us or destroyed by customs authorities. Any return shipping or customs-related charges may be deducted from your refund.

Can customs clearance delay my order?

Yes, international shipments may experience delays due to customs inspections and clearance procedures beyond our control.

Why was my package held by customs?

Packages may be held for inspection, verification of declared value, or payment of import duties and taxes required by local customs authorities.