FAQs

General

Where do I enter a discount code?
You can add your code on the checkout page, before paying.

Why didn’t my discount code work?
Codes usually apply to full-price items only and can’t be combined with other codes or promotions unless stated. If it still doesn’t work, get in touch through our contact page.

How do I stop receiving e-mails?
Every e-mail we send has an unsubscribe link at the bottom. Click it and confirm, and you’re done.

Shipping

I entered the wrong address. Can I change it?
Contact us as soon as possible with your order number and the correct address. We will do our best to update it before the order is processed, but once it has shipped we can no longer change it.

Will I get a tracking number?
Yes. Every order is tracked, and the tracking number is e-mailed to you when your order ships. You can also follow it on our Track Your Order page.

How long does delivery take?
Orders are processed within 1–3 business days and usually arrive 3–9 business days later, depending on your location. See our Shipping & Delivery page for details.

My tracking says delivered, but I don’t have my parcel.
First check that the address on your confirmation e-mail is correct, then ask household members, neighbours, your building’s front desk or mailroom, and look around safe drop spots such as porches or side entrances. Carriers sometimes mark parcels as delivered a little early, so wait 24–48 hours. If it still hasn’t turned up, contact us with your order number and we’ll help.

Can I ship to a different address from my billing address?
Yes. Just enter the delivery address as your shipping address at checkout.

Orders

How do I place an order?
Add the products you want to your cart, click Checkout, fill in your shipping and payment details, and confirm. You will see an order number on screen and receive a confirmation e-mail shortly after (check your spam folder if it doesn’t arrive).

Can I order several products at once?
Of course. Add everything to your cart and check out once.

Can I cancel my order?
Contact us right away. Orders move to processing quickly, so we can’t guarantee a cancellation, but we’ll always try.

Part of my order arrived. Where is the rest?
Items can ship separately from different warehouses, so they may arrive on different days. Each parcel has its own tracking.

I was asked to verify my order. Why?
Our payment system sometimes flags orders for a quick security check, for example when the card was issued in a different country. Simply reply to the e-mail and we’ll release the order as soon as the details are confirmed.

Payment

Which payment methods do you accept?
All major credit and debit cards, plus the other payment options shown at checkout.

When is my card charged?
When your order is placed. Depending on your bank, the amount may appear as pending for a few days.

Is my payment information safe?
Yes. Payments are handled by secure, encrypted third-party processors, and we never store your card details.

I see more than one charge. What should I do?
Check your e-mail for order confirmations. Extra pending authorisations normally disappear within a few business days. If you were charged twice for the same order, contact us.

I’m waiting for a refund.
Refunds can take a few business days to appear, depending on your bank. If you still can’t see it after that, get in touch and we’ll check it for you.

Which currency will I pay in?
Prices can be shown in your local currency. Your bank sets the exact exchange rate for international purchases.

Returns

Can I return an item?
Yes, you can request a return within 30 days of receiving your order. See our Refund Policy for the conditions.

Still need help?

Our team replies within 24 hours through our contact page.