Frequently Asked Questions
The unfortunate events of the pandemic have created problems for a lot of deliveries around the world. We continue to monitor the situation around the world on a weekly basis. We use global shipping companies to ensure your product gets to you in safe and undamaged conditions, although sometimes the shipping of items can take longer than expected.
The World Health Organisation has officially released statements confirming that Coronavirus bacteria does not survive long on objects. Therefore, our packaging and products are completely safe to be posted and delivered. Providing you the best products, hygiene safety and delivery of items is our biggest priority.
Common purchase queries answered
We ship worldwide and offer the the fastest methods of transport possible with secure delivery. Shipping costs will be added at checkout and we offer global tracking on all orders.
Delivery times are estimations of delivery and will be delivered with your shipping confirmation email. Please consider your country when estimating your delivery time. If you have any problems regarding delivery please feel free to contact us about your item.
We trust the customer to provide the correct address details depending on the country that they reside in. Some countries address formats may differ from others – we hold the customer responsible for this.
You should allow 7 days for the process of your order and enough time for the completion of your delivery. It takes shipping companies some time before they update the tracking information available and we strive to give you the latest updates regarding your order.
Currently, our manufacturer and shipping company of our products are based in China. This is an unforeseen circumstance based around the COVID-19 pandemic. This allows us to remain hygienic with all orders and ensure as little contact with your order as possible.
We hope to resume the process of delivery from the UK in due course.
If you need to swap an item
Issues with an Order
We aim to process your order within 3 days, however with COVID-19 regulations this can take up to 7 days. As soon as your order has been processed we will provide you with a posting confirmation that will allow you to be able to track your order in realtime. Please allow extra time for order process during traditional holiday periods where there may be a high volume of orders.
If your order has been delivered with damage please let us know straight away so we can resolve the issues. We strive to offer the best service possible to our customers and will do anything in our power to rectify the situation.
If you have discovered a fault with one of your items please contact us at [email protected] Where possible please include the following order details to speed up the process:
- Your order number.
- Description of the damage or fault.
- Pictures and/or video of the damage or fault.
Orders are sent to our distributors straight away and can be processed quickly. Due to this we may not be able to cancel and refund the payment until return of the order. We will always try our best to find a solution for the situation.
If you require a cancellation of an order please send us an email using the subject line “URGENT – Order Cancellation” to [email protected] Please do this as quick as possible, if your order has been longer than 8 hours we may not be able to process a refund unfortunately.
We would hope that you love our products and we would be sad to hear that you want to return any items of your order. We offer an extended 30 day return policy if you are not happy with your product.
Please do not send anything back until we have replied to an email with a request to [email protected] We cannot process a refund from products that do not follow our company’s return policy.
For more details regarding returning an item, please read our refund policy.
If you are ordering on behalf of somebody as a gift then please leave a note in the order section regarding the item being a gift for a family member or friend. Fill out the delivery address as the gift recipients, but please make sure the billing address is your address. Your order will be processed and sent to the delivery address, not the billing address. No receipts or price tags will be sent with the package – all information will be sent to your email address.
If you are missing any items from your orders we will do our very best to resolve the issues to fix the problems. There may be a number of reasons for the missing item or delay of any items that may be missing. Please email us at [email protected] with the subject “URGENT – Missing Item” so we can do everything possible to fix our mistakes in processing your order.
We do not want any of our customers to be disappointed with the service we are offering. Please allow us to make any changes and improvements to our service by sending us an email to [email protected]