Question 1

Can I edit or add anything to my order?

Accepted Answer

Please contact us as soon as possible to make changes to your order and we will do our best to assist you prior to your order being shipped.

Once an order is shipped, we are unable to make changes to the order and our Returns Policy will apply.

Question 2

How do I cancel my order?

Accepted Answer

To cancel your order, please contact our customer service team as soon as possible. Please include your order number and the reason for cancellation in your message.

Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.

We will make every effort to process your cancellation before dispatch, but we cannot guarantee that your email will be reviewed in time.

Question 3

How do I track my order?

Accepted Answer

To track your order, please visit our tracking page.

Enter either the order number or tracking number provided in your shipment notification email. Please note that it may take up to 3 business days for your tracking information to update after the order has been shipped.

If you need any additional assistance or are experiencing issues with tracking your order, contact our team - we're always ready to assist you with any queries or concerns.

Question 4

What do I do if my item(s) arrives damaged?

Accepted Answer

We're very sorry to hear your item(s) has arrived damaged!

To help us resolve this quickly, please contact us with the following:

- Your full name
- Your order number
- A brief description of the issue
- A clear photo of the damaged item

Once we have these details, we'll be able to assist you further.

Question 5

What do I do if I receive the wrong item in my order?

Accepted Answer

We are very sorry to hear you received the wrong item in your order! Please report your order issue to our team here for further assistance.

Please include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

Question 6

Why does the product look different to what I'm used to?

Accepted Answer

The variation in packaging you may notice is primarily due to our products being sourced and shipped from various international locations. This approach allows us to offer you the best possible value. While most of our items are export-labeled and may display metric weights, rest assured they are identical in quality and authenticity to equivalent products sold in other markets. They come in the same manufacturer-sealed packaging and are produced in the same facilities, regardless of the specifi

Question 7

Why didn't I receive my full order?

Accepted Answer

To get your items to you as quickly as possible, we sometimes ship orders in multiple parcels/split shipments - especially if items come from different warehouses. This is completely normal and nothing to worry about.

If it looks like something is missing from your order, here's what to check:

1. Check your packaging carefully
Smaller items or multipacks (for example, a box of 6 split into 2 packs of 3) may be tucked inside protective packaging and easy to miss.

2. Check the invoice inside th

Question 8

Why didn't I receive a confirmation email?

Accepted Answer

If you haven't received an order confirmation email, there could be a few reasons:

1. Email Address Typo: Double-check that the email address provided during the order process is accurate. A simple typo can prevent the confirmation email from reaching you.

2. Spam/Junk Folder: Sometimes, confirmation emails are mistakenly routed to the spam or junk folder. Please check these folders in your email account.

3. Email Delay: Occasionally, there might be a delay in the email system. It's worth wai

Question 9

How do I update my saved addresses?

Accepted Answer

You can easily manage the saved addresses in your account for future orders.

To update your address:

- Click the person icon in the top navigation (between the search icon and the Wishlist heart).
  - On desktop, it's in the top right corner.
  - On mobile, it's to the left of the cart icon.
- Log in to your account.
- Once logged in, you'll land on your account page.
- Click on the Addresses tab.
- From here, you can add, edit, or delete saved addresses. These will be available at checkout wh

Question 10

Can I merge two orders into one delivery?

Accepted Answer

Once orders are placed, we can't merge them into a single shipment.

If you'd prefer to receive everything in one package, you're welcome to cancel both orders and place a new combined one. Just reach out via our Contact Us form to request cancellation - we recommend doing this promptly before the orders begin processing.

Otherwise, both orders will be dispatched separately and tracked individually.

Order Management