- Help & FAQs
Help & FAQs
How do I contact customer services?
You can contact our team by emailing us at firstname.lastname@example.org Monday - Friday between 9-5.
Has my order been shipped?
Your order will always be shipped by the next working day unless you order an item on Pre-order. Please note if you order on a Saturday or Sunday the order will be dispatched on Monday. For first class delivery we guarantee delivery within 1-2 working days, for standard delivery please allow up to 4 working days. Once your order has been shipped you will receive an email advising this.
Can I amend my order?
As we try and get orders out as quickly as possible we can’t always guarantee we can amend an order. If you have made a mistake with the order please email us at email@example.com and we will do our best to help.
One of my items is on Pre Order, will my order still be shipped?
If an order is placed and the item is on pre order please be advised that your whole order won’t be shipped until the pre ordered item comes into stock. If you require your other items earlier please contact customer services on to discuss this further.
I forgot to put my discount code in, what can I do?
Unfortunately once an order has been processed we are unable to add the discount code.
What time can I expect my delivery?
Royal mail delivery between 8.00 am – 6.00pm We cannot give a specific time for delivery.
What do I do if my order is faulty or wrong?
If your order is wrong or faulty please contact firstname.lastname@example.org with your name, order number and item details. We will email you back within 1 working day of your email.
Can I return an item if it is marked?
We will not accept any returns that have marks or make up on, if you receive your item in this state please email email@example.com.
What happens if my order is lost, can I receive a refund?
In the unlikely event that you do not receive your order we will process an investigation with the courier, please note it can take up to 2 weeks for this to be investigated and you will need to wait for the outcome. If it is confirmed that the order was delivered we will not offer a refund, if the investigation shows the order has been lost we will offer you a re-order (stock dependant), credit or refund.
Have you received my return?
At present we do not notify customers when we receive their return, you can use your postage receipt to track your order. We advise to allow up to 14 days for a refund to be processed, once we process this we will send you an email.
I have seen a product but it no longer seems to be in stock?
Popular items do sell out very quickly, however we do sometimes restock if there is a high demand for certain items. If you want to know if we will be re-stocking an item you can email us at firstname.lastname@example.org.