Short answers to the questions that come up most. If yours is not here, email us and we will add it.
No account is needed to order. You will receive a confirmation straight away and a dispatch email with tracking when the parcel leaves us — if either is missing, check your spam folder and then tell us.
Dispatch takes one to two business days and transit is usually three to seven days. Tracking is emailed at dispatch. Import duties, where your country charges them, are collected by the carrier on delivery.
You have thirty days from delivery to start a return. If we sent the wrong or a damaged item, the return label is on us and you choose between a refund and a replacement.
Listings carry what we can confirm: materials, contents and how it is meant to be used. Compare them against something you already own rather than against a size label, since labels are not standardised.
Yes, if it has not been picked. Write to us with the order number as soon as you can; if the parcel has already left we will say so and point you at the returns process instead. Changes after dispatch are handled as a return: send the original back and order what you actually wanted. That is faster than waiting for a swap to travel in both directions.
No. Registering only saves you retyping an address and gives you a page listing past orders. It simply keeps your addresses and order history in one place.
Cards and PayPal. The list narrows automatically for countries where a particular scheme cannot be processed, which is why a method you used before may not appear every time.
The card fields belong to our payment provider rather than to this site, and the page itself is encrypted, so the number is never typed into our servers. That is also why we cannot look up a card number for you, however good the reason.
Picking takes one to two business days and transit is usually three to seven more. Remote destinations can take up to twelve, and we would rather give you that range than a date we cannot keep.
Every parcel is tracked and the number arrives with the dispatch email. If nothing moves for five days, tell us and we will open an enquiry with the carrier.
Email us with the order number and which item is coming back. You will get a reference number back, and a prepaid label if the fault is ours. Parcels that arrive without a reference take noticeably longer to process.
We refund within three business days of the parcel reaching the warehouse. The money returns to the original card or PayPal account, and your bank decides how quickly it appears on your statement.
Stock sits here, checked against its listing before anything is packed. Small variation in finish is normal and we mention it rather than let you discover it.
A listing that does not match what arrived is on us.
Usually not. Occasional restocks do happen, and the honest answer is that we will not keep a listing up on the chance of one. If a particular item is coming back we would rather say nothing than promise a restock we cannot control.
Questions about this page? Write to [email protected] and we will answer within one business day.