FAQ
Gift Card Questions
Q: Do your gift cards expire? Yes—our gift cards are valid for 24 months from the date of purchase. We’ll send you a reminder before your card expires, so you have plenty of time to use it.
Q: Can I use my gift card on sale items? Absolutely! Gift cards can be used on any product in our store, including discounted items.
Q: What happens if I lose my gift card code? If you lose your code, contact us as soon as possible. While we can’t guarantee recovery, we’ll do our best to help.
Q: Can I get a refund for a gift card? Gift cards are non-refundable and cannot be exchanged for cash (except where required by law).
Q: What if your store closes or changes? In the unlikely event of major changes, we’ll make reasonable efforts to honour valid gift cards or offer alternative compensation.
Fallback Shipping & Stock Questions
Q: What happens if an item I ordered is out of stock?
We work with multiple UK-based suppliers to ensure fast delivery. If an item is temporarily unavailable, we’ll try our best to source it from an alternate supplier — no action needed on your part.
Q: Will this affect my delivery time?
In most cases, fallback sourcing adds some few extra days. We’ll notify you if there’s a significant delay and keep you updated with tracking info.
Q: Will I get the same product?
Yes — we only switch suppliers when the product is identical in quality, style, and specifications. If a substitute is needed, we’ll confirm with you first.
Q: Can I cancel if the delay is too long?
Absolutely. If fallback sourcing causes a delay beyond our standard delivery window, you’re welcome to cancel for a full refund.
Returns policy questions
You have 14 days from the date your item is delivered. Just contact us with your order details and we’ll help you start the process.
Q: How do I start a return?
Send us a message with your order number, item name, and the issue. If the product is damaged or faulty, please include photos or a short video. Please be aware that we cannot accept returns on sale items or gift cards.
Q: Where should I send my return?
We’ll provide the correct supplier return address once your return is approved. Please don’t send returns to our office address, as they cannot be processed there.
Q: Who covers the return shipping cost?
If your item is faulty, damaged, or incorrect, return costs are usually covered. For other return reasons, the customer is responsible for shipping.
Q: When will I receive my refund?
Once the supplier receives and inspects your return, we’ll issue your refund to your original payment method. Banks may take a few days to process it.
Q: Are any items non‑returnable?
Yes—beauty items, skincare, hair accessories, health and wellness products, and other hygiene‑sensitive items cannot be returned unless faulty.
Q: Can I cancel my order?
Orders can be cancelled only before they’re processed or shipped by the supplier. If the order has already been dispatched, it cannot be cancelled.
Q: What if my item arrives damaged or incorrect?
Please contact us within 48 hours with images or a video showing the issue, and we’ll arrange a replacement or refund quickly.