Frequently Asked Questions

Need some help with your order or got a question that you need answered pronto? Just click on one of the faq section below to find the answer.


Setting up an account is really easy and only takes a few minutes. You’ll need to give us your name and address details and then create a password, which you can use to access your account at a later date. With an account you can check the progress of an order, change your details and save your payment details, which will speed things up the next time you order. Alternatively, if you’d prefer not to create an account, you can select “Continue as guest” instead. You’ll still need to enter your name, address, email and payment information, but these won’t be stored.

By logging in to your account using your email address and password, you will be able to access your account details. You will also have the option to modify your delivery addresses stored against your account but unfortunately, we aren’t able to change the delivery address on an active order, so please ensure you select the right details.

No problem – all you need to do is grab a password reminder. You can find this at the ‘Login/My Account’ section of the site. Simply click on the ‘Forgotten your password?’ link and we’ll email it over to you.

This happens after 3 unsuccessful login attempts. Your password is case sensitive, so please bear this in mind when entering your details. If you do enter an incorrect password on more than 3 occasions, your account will be suspended automatically as a security measure. To resolve this, all you need to do is let us know via email and we can unlock your account and resend your password reminder over to your registered email address.


In most circumstances, it’s not possible to make changes to your order once you’ve placed it. However, if you do need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team as soon as possible for advice at [email protected]

If your order has already left our warehouse for delivery to you, then you’ll need to follow our Returns procedure in the event of any unwanted items.

If you have an account with us and want to change your billing address for new orders, you can do this in the My Account page

Before placing an order:

If you have an account with us and want to amend your delivery address, you can do so on the My Account page. Once changed, this will be the address used on any new orders


You can edit your existing delivery address, add multiple delivery addresses to your account and select your preferred delivery address for orders before placing your order


After placing an order:

We’re not always able to change or amend delivery addresses on orders; the sooner you can let us know the more likely we can fix this for you. For more help contact us at [email protected]

We try really hard to make sure that your items arrive in perfect condition; sometimes things may be damaged in transit.

As soon as you discover a fault, please contact the store or Customer Services at [email protected]

  • The order number
  • The name of the faulty item and it’s product code where possible (this may be referred to as it’s SKU code)
  • A photo and description of the fault

Depending on the fault, we may ask you to return the item to us using our free returns label. We will then send you a replacement item or a refund as quickly as we can. If the item has gone out of stock, we will arrange a refund for you.

Do not return any broken glass or ceramics in the post for your own, and the delivery courier’s safety; a photo is fine.

If you are missing an item from your order, we may have sent your items in separate parcels. Check your account and emails to see if any of your items will be arriving separately. If your items have been sent in different parcels, check the delivery notes inside both parcels to make sure that nothing is missing. Some of your smaller items, such as jewellery, may be wrapped in a recyclable white corrugated paper for protection during transit and you will need to unwrap this paper to check for smaller items.

If an item is missing from your order, contact us at [email protected] with the order number, product name and the SKU code.



Free on ALL orders over £50 or £3.95 otherwise. Delivery usually within 7-10 working days.


Please note that our next day option is £4.95 for ALL orders over £50 or £6.95 otherwise.


£13.95, wherever you are in the world! Delivery is usually within 8-15 working days.

UK Standard Tracked Delivery is free on ALL UK orders over £50 or £3.95 otherwise.

Next Day Delivery is free on ALL orders over £100 or £6.50 otherwise (currently unavailable).

International Delivery is £13.95

When your order leaves us, a second email is generated to confirm this – if you don’t receive an email within 4 working days, please email us at [email protected]

Yes. Once your order has been dispatched, you will receive an email with tracking information within 72 hours. You can track your order here.

Refunds & Exchanges

When you buy something from us, we hope you love it. However, should you change your mind (it happens to the best of us), you have up to 28 days from the date of purchase of an item to return full-price items and sale items to us for a refund or exchange. 

For international customers, If you’ve changed your mind about keeping your item, you’ll need to pay for the return delivery or postage (if applicable), and we won’t refund the original delivery charge.


To post your order back to us, sign in to your account, select Order History, then locate and select the order you wish to return. Guest orders may be found by checking your Order Status.


Once you’ve located your order, select Start a Return/Exchange and follow the instructions to complete your Returns/Exchange Form. Once your request is approved, we will send you an email with a pre-paid Returns Shipping Label.


Add your items and tape your package securely. Then affix the return label to your package, being sure to remove (or cover) the original shipping label. Now you’re all set! Just drop off at a Post office or parcel shop.

Note: Royal Mail returns
  • Our free Royal Mail returns service is only available to UK customers, for parcels weighing under 2kg
  • Your parcel can be posted locally if small enough or taken to your local Post Office to obtain free proof of postage
  • Please add your name and order number to the Returns/Exchange form or we may not be able to process your return for you

To complete your return, please access the portal, select your country, enter your email address and original order number and you will be guided through the process.

Complete the returns forms and arrange for your International returns to be collected or dropped off at nearby locations.

If you live within the UK and you’ve returned your whole order within 28 days of receipt, we will refund the full amount, including standard delivery cost of £3.95. Upgraded shipping options will not be refunded in full unless the entire order is faulty or incorrect. We reserve the right to wait for your goods to be returned before refunding.

You will be refunded if we are unable to deliver an item you have ordered. It may be the last one we have in a range and it’s not in good enough condition to send or it gets damaged as we’re processing your order. We try hard not to let this happen but when it does, and we can’t get you a replacement we send you a refund.

Feedback, compliments and complaints

Our aim is for all of our customers to love everything we do. We are committed to ensure that all our products and services reflect the highest standards of quality. If you appreciate our products/services or have any suggestions on improvement, we would love to hear from you. 

In the unlikely event that you are unsatisfied with our product or services we want to know about it as soon as possible so that we can put it right for you and ensure that it doesn’t happen again. We will be happy to assist you immediately and resolve any problems you may have experienced.

Still have questions?


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