Help!

Delivery & Returns

Where is my order?

We aim to deliver all orders to mainland UK within 3-5 working days and all other destinations within 10 working days. Please see our delivery page for full details of all delivery timescales.

On despatch of your order you will receive an email containing a link that allows you to track its progress.

How can I return my order?

Faulty or Damaged Items

If any of the items in your order are faulty or damaged, then please contact us within 14 days of your order for a free of charge for a replacement or refund.

Unwanted Items

We currently offer free of charge returns for orders delivered to the mainland UK only. Please contact us if you would like to return an item.

For hygiene reasons, we are unable to accept returns for some items unless they are faulty. Please visit our returns page for full details of which items this applies to.

Returns from outside of the UK

Please contact us if you would like to return an item.

How long will it take my order to arrive?

We aim to deliver all orders to mainland UK within 3-5 working days and all other destinations within 10 working days. Please see our delivery page for full details of all delivery timescales.

On despatch of your order you will receive an email containing a link that allows you to track its progress.

How much is delivery?

Standard EU Delivery costs €10.00 and Worldwide Delivery €15.00.

Can I specify a delivery time slot?

We do not currently allow customers to specify a delivery time slot.

What happens if I’m not in when you try to deliver?

Most orders require a signature upon delivery. If you're not in, your order will be left with a neighbour or held at your local post or delivery office. A card will be left to let you know that an attempt to deliver has been made.

Can I collect my order from your shop?

We do not currently offer store collection but are hoping to do so soon.

Can I send my order to multiple addresses?

We do not currently offer delivery to multiple addresses.

What should I do if my order arrives damaged or with items missing?

If you are not happy with your order, then please contact us within 14 days of the your order being delivered.

What should I do if I’m unhappy with my order?

If you are not happy with your order, then please contact us.

If some items in my order are delayed – will I receive my other items in the meantime?

With the exception of pre-ordered products, we will despatch all items in your order at the same time. This may result in a delay to the delivery of your overall order due to a delay with specific items.

Order History & Amendments

Can I cancel or amend my order?

Order Cancellation

We are able to cancel an order on your behalf, providing the order has not been prepared for despatch. Please contact us if you wish to cancel your order.

Change of Delivery Address

We are able to change the delivery address for an order on your behalf, providing the order has not been prepared for despatch. Please contact us if you wish to amend the delivery address for your order.

Adding/Removing Items from an Order

Unfortunately we are unable to add items to or remove items from an order once it has been placed.

How can I see what I have purchased in the past?

Log in to My Account to view your order history.

Payment

Can I pay by cheque?

We do not accept payment by cheque.

What is the VAT rate?

The VAT rate for the UK is 20%. All prices for goods delivered within the European Union include VAT where applicable. VAT is not charged for goods delivered outside the European Union, but the price shown is what you will be charged upon checkout.

Product Queries

Can I purchase or use Gift Cards online?

Gift Cards can currently only be purchased and used in our Soho retail store.

Placing an Order

Which browser works best with your website?

We recommend using the latest version Google Chrome, Mozilla Firefox or Microsoft Edge when using our website, as some functionality may not work with older browsers. You can download one of these browsers for free by clicking on one of the links below:

Google Chrome download

Mozilla Firefox download

Microsoft Edge download

How secure are my details?

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to ensure the security of information we collect online. We take reasonable care, in so far as it is in our power to do so, to keep the details of your order secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering through the Services.

For more information on how we use your data, please see our Privacy Policy.

Can my items be gift wrapped?

We do not currently offer gift wrap.

How do I reset my password?

Please click here and click on the “Forgot password?” link to reset your password via email.

Keeping in Touch

How can I ensure I’m receiving the latest information from you?

If you are already registered with us, you can choose how we communicate with you via the My Account section of our website. If you are a new customer, you can sign up for our email newsletters at the bottom of this page.

How can I update my details?

Simply visit click here to keep your details up to date.

Will you pass my personal details on to other organisations?

We will not sell, share or otherwise deal in any of your personal information or Registration Information with third parties unless you give us specific permission to do so when you register or through a subsequent affirmative confirmation on the Services.

Please see our Privacy Policy for full details of how we handle your personal data.