FAQ

Each product page explains what’s included. Please check your selected size, colour, quantity or pack option before adding it to your bag. Accessories shown in photographs are included only where the description says so.

Check the product description for dimensions, materials, compatibility and any care or safety instructions. If you’re unsure, send us the product link and your question before ordering.

Available payment methods are shown at checkout. Choose your preferred option and complete any verification requested by your bank or payment provider. Visit our Payment & Security page for more information.

Enter your code in the discount field at checkout before paying. Check that the discount appears in your order total. Any minimum spend, qualifying products or expiry date will be stated with the offer.

Check your junk or spam folder and the email address used at checkout. If you still cannot find it, contact us with your name, email address and the approximate order date.

If you’re unsure whether payment went through, check with us before placing the order again.

Enter your delivery address at checkout to see the available options and charges before paying. Availability depends on your location and the items in your bag.

Any free-delivery offer will state its qualifying spend and exclusions. See our Shipping Policy for more information.

Check the product page and checkout for any stated preparation and delivery timeframes. Your order confirmation acknowledges receipt of your order; it does not mean the parcel has already been dispatched.

If you need an item for a particular date, contact us before ordering.

Follow the order-status link in your confirmation email. Where tracking is available, you’ll find the details in your dispatch email or on your order-status page.

Tracking updates can take time to appear. Contact us with your order number if you need help checking progress.

Contact us as soon as possible with your order number and the change you need. We’ll check what can still be updated. Changes may not be possible once preparation or dispatch is underway.

If you wish to cancel, we’ll explain the next steps and your applicable rights.

Check the delivery information and ask anyone authorised to receive the parcel for you. If it is still missing, contact us with your order number so we can investigate with the delivery provider.

We offer a 180-day return period, subject to the conditions and exclusions in our Returns & Refunds Policy. Contact us for the correct return address and instructions before posting your item.

This additional policy does not limit your statutory cancellation rights.

For change-of-mind returns, you normally pay the return postage where this was disclosed before purchase, unless we agree otherwise.

If an item is faulty, damaged on arrival or incorrectly supplied, we cover reasonable return costs. Contact us to arrange the return before paying for postage.

Contact us with your order number and a description of the issue. Photographs are helpful where available. Keep the item and packaging while we help arrange the appropriate next steps.

Your statutory rights apply separately from our additional 180-day returns policy.

Refunds go back to your original payment method, unless you expressly agree otherwise. See our Returns & Refunds Policy for processing timeframes.

Once a refund is issued, the time taken to appear in your account depends on your bank or payment provider.