Frequently Asked Questions
How quickly do you dispatch items?
We operate a super fast item dispatch so you can receive your order as quickly as possible. If you order before 4pm BST on a working day, we dispatch same day. Any orders after 4pm BST will be dispatched the next working day.
Which shipping options do you offer?
We currently ship all items using EVRI Tracked Delivery, for your protection. You will receive a tracking code on placing an order so you know exactly when it will arrive. Shipping prices are displayed realtime when you checkout.
How much does shipping cost?
EVRI 48h Tracked (UK): £2.99
Do you ship internationally?
Yes, we ship to most countries around the world; from Europe to the US! You'll be able to see shipping prices in checkout.
Do your items ship in protective packaging?
Yes. Our items are shipped in custom, durable padded envelopes. These envelopes are manufactured from FSC approved paper, promoting responsible forestry (printed with an FSC logo). No solvents are used in their production and printing, and they can be recycled.
What is the 100% money-back guarantee?
We offer all subscribers a 100% money-back guarantee on their first month's subscription, as we are so confident you'll love our products. To be eligible for your money back, you must be a Subscribe & Save customer and must contact us within 30 days of your subscription starting. We operate a no questions asked money-back guarantee for all eligible subscribers. Please note any postage costs cannot be refunded.
To request your money back, you can contact us at email@example.com, stating your order number.
What is your general returns policy?
We have a 30-day returns policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, with the seal unopened, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org, stating your order number.
If your return is accepted, you will need to send your items to an address we will provide at your own cost. Items sent back to us without first requesting a return will not be accepted. Unfortunately we are unable to pay for the cost in returning your items.
You can always contact us for any return questions at email@example.com.
What do I do if my item arrives damaged?
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Are there any exceptions to your returns policy?
We cannot accept returns on opened items due to health and safety.
Unfortunately, we also cannot refund gift cards.
Feel free to email us if there are any questions.
Do you do exchanges?
We currently don't offer exchanges, however, if you are unhappy with your product, it arrived damage or have any other concerns, please email us at firstname.lastname@example.org.
Do I have a cooling off period?
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unopened, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
When do I get a refund if I return an item?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at email@example.com.
How do I cancel a subscription or pre-order?
Some items in our store may be offered to you as a subscription or a pre-order. This cancellation policy lays out how you can change or cancel these kinds of purchases.
Cancelling a subscription
When you purchase a subscription you'll receive an email from us with a link to 'Manage your subscription'. From here you will be able to manage your upcoming deliveries, as well as seeing your order history. Your recurring deliveries are based on the subscription duration and frequency that you select.
Your payment details will be stored securely and you'll be charged for each of these deliveries, unless you choose to pay in advance.
Some subscriptions may auto-renew at the end of their duration. If you don't want to renew a subscription you can cancel it easily from within the manage subscription dashboard.
If you want to cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there.
See our returns policy for more details on returns and refunds.
Can I skip an upcoming order?
Yes, using your subscription management dashboard, you will be able to skip an upcoming order. You can also change your shipment date to a more convenient day of the month.
Cancelling a pre-order
When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. We may collect no payment or a partial deposit at checkout, store your payment method, then fulfill and charge the full or remaining payment at a future date.
You can cancel a partially paid pre-order order that has not yet been fulfilled. If the order has been fulfilled, then you can't cancel the order, but you can request a full or partial refund. See our returns policy for more details on returns and refunds.
For any other questions or queries, please Contact us.