ORDER QUERIES AND ISSUES
Please email our Customer Service team who will happily assist you - firstname.lastname@example.org
Our team are available Monday - Friday (excluding Bank Holidays), 9-5:30pm. Please allow them 48hrs to respond to your email.
We’re really sorry if you receive an item that’s not in perfect condition. If you have received faulty or damaged items, you may have a right to return the items and to ask us to repair or replace them, or issue you with a refund. Faulty items must be returned to us within 30 days of receipt. To help us fix the issue for you as quickly as possible, please contact us prior to posting any faulty items to us. We will require the following information in order to assist you. Please email this to email@example.com:
• Your name
• Order number
• Product name
• Picture of the fault
• Description of the fault
We’re really sorry if you receive an incorrect item. If one of the items you received isn't what you ordered, please contact our Customer Service team advising your name, order number and a photo of what you have received and they will be able to assist further. You can email them at firstname.lastname@example.org
We're sorry there's an item missing from your order. Your order may have been split into two parcels, but to be certain, please contact our Customer Service team advising your name and order number and they can check on this for you. You can email them at email@example.com
Depending on what stage your order has reached with our warehouse, we may be able to cancel your order. This is not guaranteed due to the speed in which our warehouse team operate, but we will always do our best to catch it in time. Please email us at firstname.lastname@example.org, advising your order number, and we will look into this for you.
If your order has already been dispatched, we are unable to cancel and you will need to return this to us for a refund.
Our team are very quick at packing up your order, so it may not be possible to make an amendment to an order once it has been placed. Please email us at email@example.com, advising your order number and the amendment required, and we will look into this for you. Please note we are unable to change the delivery option or payment method.