Need Help?

I'd Like to Change My Order

We cannot change your order once you’ve placed it; this is because as soon as we receive your order it is sent to our warehouse to be picked, packed and shipped.

However, if you’ve made a mistake at checkout (for example, you’ve picked the wrong delivery address – which is quite common), there are still options available to you:

• Option 1: Best Way - Divert your parcel.
  • We’ll send you an Order On Its Way email shortly, this will contain your tracking information. 
  • Once this is registered with the courier, you can pop on to their app or website and redirect the package (e.g. to a different address, locker, shop, etc). 

  • Sadly, our Customer Services team cannot change this information for you, on your behalf – the silver lining to this is you get to pick your preference and make doubly sure that everything is correct for your needs.

    The sooner you request the diversion, the better chance the courier has of updating the route safely. Please note - all requests will be carried out within reasonable endeavours. Delivery instructions cannot be guaranteed by the courier.

     

• Option 2: You can take receipt of the parcel and arrange a free return.
  • This means you accept delivery of the parcel and then run through our free returns process like normal.
  • Once the order is received back at our warehouse, we'll process a refund for you.
  • Sadly, we cannot process a refund sooner than this due to system limitations.
  • Please note, it can take up to 20 working days for your order to be received, processed and refunded.

I'd Like to Cancel My Order

We cannot cancel your order once you’ve placed it; this is because as soon as we receive your order it is sent to our warehouse to be picked, packed and shipped.

You can take receipt of the parcel and arrange a free return.

• This means accepting delivery of the parcel and then following our free returns process as normal.
• Once the order is received back at our warehouse, we'll process your refund.
• Unfortunately, we cannot process a refund before the parcel has been returned due to system limitations.
• Please note that it can take up to 20 working days for your return to be received, processed and refunded.

• If you have any questions about your order, or believe there are exceptional circumstances, please contact our Customer Services team. While we're unable to cancel your order, we'll be happy to review your query and advise on the available options.