Before contacting us, please take your time to read through our FAQs which may provide the answer to your questions. If you cannot find your answer and want to get in touch then please email: firstname.lastname@example.org
When will my order arrive?
This depends on the shipping option or courier service, but UK Royal Mail quote their First Class Standard & Recorded (Tracked) delivery service as taking 1 to 3 working days for UK deliveries, 3 to 5 working days for Europe and 7 to 10 for the rest of the world. The Courier service is a next working day service in the UK. 1-3 days for Europe, 5-7 days for rest of the world. Please note, we only use the courier service for larger orders when the weight exceeds our standard & recorded delivery service.
Has my order been dispatched yet?
Orders are generally dispatched within 3-5 working days after your order has been received, sometimes sooner. You will receive a dispatched email when your order has been dispatched, please check your Spam/Junk box just in case it slips in there. If you cannot find your dispatch email or think you may have deleted it, contact us on email@example.com and we can give you real time information on whether your order has been dispatched or not.
I need to cancel or change my order how do I this this?
We always try our best to cancel your order, however if your order has already been shipped then we cannot cancel your order.
If you would like to change your order then please do contact us ASAP. We will try our best to accommodate any changes providing your order hasn't already been shipped. If your order has been shipped then we will not be able to change the order but we always welcome a return if you would like to.
I put the wrong address for my order, can I change it?
If you have put in the incorrect delivery address on your order then please contact us ASAP. If your order hasn't been shipped then we can update your delivery address no problem. If the order has been shipped then unfortunately there is nothing we can do.
What if my order does not arrive?
Whilst rare, parcels can go missing in the post. We cannot issue replacement orders until 10 working days after dispatch for the UK and 28 days for EU & INT. This is because we cannot claim from royal mail until this time.
If an order does not arrive, we always recommend to check at their local post office and confirm your address before contacting us. Please also note that we must be notified within 30 days of any orders that have not arrived. After this time we cannot replace any orders free of charge.
Why did I not receive a confirmation email after placing the order?
There's a good chance that our email has ended up in your SPAM/JUNK folder so please do check there. If you would still cannot find it and would like it resent then please do let us know.
I don't have a tracking number, when will I get it?
If you chose the Standard Shipping option, you would not receive a tracking number. If you chose Recorded Delivery option, you will receive your tracking number by email as soon as your product has been shipped. If you haven't received one yet, please email us at firstname.lastname@example.org
What are the payment options available?
We accept all major credit and debit cards through the Stripe powered Shopify Payment system. We also accept PayPal payments as well. If your card was declined then please do not worry, simply contact us and we will advise you.