We’re sorry to hear you’re having problems with your order, we’ve listed some questions below that you might find helpful:-
My order should have arrived but hasn’t
If your order has not arrived in time please follow the below steps:
- Log in to My Account
- Go to ‘My orders’
- Select the order you want to track
You should now be able to see the order’s current status and full tracking history.
If you need more information, the ‘View tracking details’ link on the order will take you to our courier’s website for more tracking details.
If you still need further assistance, please contact us.
My order shows as delivered but I haven’t received it
On your order, you’ll be able to see your order’s full tracking history including the time and date of the delivery of your parcel and a ‘View tracking details’ link that will take you to our courier’s website for more tracking details.
If the courier has left your parcel in an alternative location, they will advise you where with a calling card.
If you still can’t locate your parcel and require us to complete an investigation, we are happy to do so. By requesting that we investigate your claim, you are confirming the parcel has not been received at the address you requested delivery to and are happy for us to complete a thorough investigation.
If you are missing an item from your parcel please contact us and we will be happy to look into this for you.
If you feel an item you received within the last 6 months has become faulty, please take it back to your local store to be assessed.
Proof of purchase is not necessary but will be helpful if you still have it. If you do not, please provide an estimated date and price of purchase.
Faulty items can also be returned to our Distribution Centre, please see here for more details on returns.