FAQs/Shipping & Returns

Table of Contents

Accounts and payments

Do I need to register an account to shop?

It is not compulsory to register. However, if you choose to do so, we will retain information such as your contact details and shipping address to process your orders faster next time you login on your next visit. Please note that due to security reasons and the need to increase your confidence to shop with us, our servers do not store or access your card/payment information.

Which payment processors do you use?

We use PayPal and Stripe, which are both industry-leading payment processors.

Do you store my card details?

Payments on our website are DIRECTLY processed through Stripe and PayPal(both industry-leading payment processors) via an encrypted connection.
Even your basic/public information (name, etc) which may be stored in our servers are encrypted are encrypted with the same technology used by industry leading banks (256-bit SSL encryption).

Your can read about Stripe and PayPal’s policies on their websites.

Is your website encrypted?

Yes, our site has a 256-bit SSL encryption. You should see the secure seal of this site on your browser.

Do you have a minimum order quantity?

We don’t have a minimum order quantity. However we have generous discounts based on your order value.

Receiving your package

What is your dispatch time?

We usually dispatch all standard orders within 1-2 business days after purchase. Personalised or bulky items such as large furniture may take up to 2-4 business days after purchase before they are dispatched. This does not include transit time.

Do you offer FREE UK delivery?

We offer free UK delivery on ALL items in our store. So you don’t have to go over your budget in a bid to qualify for free delivery or for delivery.

Does your FREE delivery apply to all postcodes in the UK?

Not always.

Customers based in the following postcode areas within the UK sometimes may be required to pay additional shipping charge even if they reach our minimum threshold for free shipping:

  • Channel Islands Courier delivery (includes Alderney & Sark): all GY and JE
  • BFPO

For shipping to the above areas, you would see the specified shipping cost at checking although we will make efforts to endeavour these regions also qualify for our free UK delivery services.

I ordered 2+ items, but only received one… where’s my order?

We have a large assortment of products not stocked at various warehouses. When you order multiple items at a time, they may be shipped separately, so they get to you faster. Hence, you may receive one item before the next so don’t panic!

How long does it take my items to be delivered to my door?

UK Standard Delivery: Usually gets to the customer’s door within 2-6 days after dispatch (Monday- Saturday).

UK Expedited Delivery: Usually gets to the customer’s door within 1-2 days after dispatch (Monday – Saturday)

UK Premium Delivery: Next working day (Monday-Friday).

Please note that some items (especially large furniture items) may take approximately 8 working days for delivery.

International Shipping (EU only): We will endeavour to get your item to you within 3-7 working days after dispatch.

We also work reputable delivery companies such as DHL that offer express shipping to most countries which means we can arrange to ship your products via an express service for international deliveries (contact us if you’re interested in placing a custom order).

What happens if I am not around to receive my package?

In that case, our couriers would usually leave you a card so you can rearrange a delivery at a convenient time. Alternatively, they may leave your package with a neighbour. Please know that after several failed delivery attempts, the parcel may be returned to us and charges may apply, so endeavour to make sure you inform us if you’re not going to be around to receive your package.

I ordered more than one item, but only received one… where’s my order?

We have a large assortment of products stored in different warehouses in the country when you order multiple items at a time. As a result, they may be shipped separately, so they get to you faster. So don’t panic if you don’t receive all of your items at once…they are on the way.

How can I track my order?

You can track your orders by logging into your orders page or filling this form and you’d get an instant answer.

Why hasn’t my tracking number been uploaded?

We usually update tracking numbers within 24 hours after dispatch although this may not be the case during peak times. You can also message us to ask for your tracking number. Otherwise, have patience; your product is on the way!

How much do you charge for expedited UK delivery?

We offer an expedited delivery service, which means your product can get to you within 24-48 hours after dispatch(Monday-Saturday) and this comes at an additional cost of £3.95. Price may vary depending on the size of the product.

Does your expedited or premium UK delivery apply to all regions in the UK?

Customers based in the following postcode areas within the UK sometimes may not be eligible for premium/expedited delivery:

  • Channel Islands Courier delivery (includes Alderney & Sark): all GY and JE
  • BFPO

Can you ship your products anywhere in the world?

Yes! Except where the UK jurisdiction doesn’t allow.

How much does an international shipping cost?

This largely depends on the size, weight, and destination address of the item in question and is shown on checkout. Here are the basic shipping price (for parcels under 2kg) for our most common international shipping destinations:

  • Germany: £6.95
  • France: £6.95
  • Spain: £6.95
  • Italy: £6.95

Concerns and issues with your order

Can I cancel my order after purchase?

You can message us to cancel an order within 30 minutes after purchase. However, this may not be possible if it has already been packaged for delivery or in transit. In some situations, we may cancel your order and charge and charge a cancellation or restocking fee. This is usually done to help compensate for our expenses.Expenses may include the cost of the shipping label, etc.

How can I cancel my order after purchase?

Send us a message and please include your order number.

What is your return policy?

We offer a 28 days return policy for all of our products because we know that it can be a little nerve-wracking ordering goods or services for the first time through our website. This only applies if you’ve told us within 14 days from the date you receive the item that you want to cancel and you have another 14 days to return the goods to us.  This does not affect your statutory rights and puts you in the same situation as would be the case if you bought a product from a brick and mortar store and wish to return it.

Refunds would be processed for items returned in an unopened, unused and totally resalable condition and charges may apply except in cases where you’ve received a faulty or wrong item.

Please do not state you received a faulty or wrong item when requesting returns unless there is a genuine fault, as we do take a few days to investigate every case individually and we may not issue a full or partial refund for false reasons.

We are unable to accept returns without a  Return Authorization Number (RAN), so please endeavour to request for one. We usually issue a RAN within 48 hours from the date a request is made as well as more information on where to return your item to as our products are distributed in multiple warehouses across the UK as well as in other EU countries.

We will refund the cost of shipping returns for qualifying (faulty or wrong items) up to a maximum reasonable price of £4. Faulty or wrong items should be reported within 48 hours after delivery otherwise you shall be deemed to have examined and accepted the item in excellent condition, and it is free from any defect. Besides reaching out to us within this timeframe gives us enough time to conduct our investigation or contact the manufacturer/supplier to discuss the issue.

As a Paypal verified merchant, you may be eligible for a return shipping refund from Paypal if you checked out with PayPal.

Please ensure returned goods are suitably packaged to avoid damage on transit as we will not accept responsibility for any such damage that occurs until the product is in our hands. All items should be returned in an unopened, unused and totally resalable condition.

It may take up  to 14 days(2 weeks) from the day we receive your returned item for it to be processed and your refund issued to your account (although we usually try to speed up this process). This gives us enough time to conduct our investigation and contact the product manufacturer or supplier where neccessary.

Refunds may take up to 2-10 working days to show up in your account (it’s usually faster for checkouts with Paypal).

The following products are not refundable unless faulty:

  • Pre-recorded and recording media e.g. CDs, DVDs, Memory cards/sticks

For health and hygiene reasons the following items sealed for protection reasons will be deemed as used if unwrapped:

  • Bedding products e.g. mattresses, mattress toppers, duvets, pillows, sleeping bags, camping beds, sofa beds.
  • Personal and personal grooming products e.g. hair accessories and styling products, electric toothbrushes, teethers, etc

I received a wrong or faulty item, what do I do?

We’re very sorry about that and are here to make sure we sort this out .We take extreme efforts to make sure we only ship products in quality conditions as well as in the right packaging to prevent the chances of getting damaged on transits.

However, we understand no one is perfect so there’s a possibility that you may receive a faulty or wrong item.

Please report all faulty items and send the item back to us. You would be refunded for the cost of shipping up to a reasonable maximum amount of £4.

All returned items should be Faulty or wrong items should be reported within 48 hours after delivery and we advice you request a certificate of postage.

Please ensure returned goods are suitably packaged to avoid damage on transit as we will not accept responsibility for any such damage that occurs until the product is in our hands. All items should be returned in their original condition (unused or unopened). We ask that you obtain a proof of postage receipt when you send your item to us. This is free and can be done from the post office. Proof of postage does not cost anything but without it may be harder to raise a claim in situations where your item gets missing on transit.

What qualifies me for a free return?

We can only offer you a free return up to a maximum of £4 if you received a faulty item or wrong item.If you checked out with PayPal, then you may be eligible for a return shipping refund from Paypal.

How do I submit a return request?

If you want to return any products pursuant to our Returns Policy contact us or fill this form and we would get back to you shortly (usually within 24 hours).

How do I apply for a Return Authorisation Number (RAN)?

You would be given a RAN as soon as we’ve authorised your return request.

When will I receive my refund?

Depending on your card issuer/payment method, it can take up to 2-10 working days after we’ve processed your refund for it to reflect in your account.

Have you received my returned items?

Depending on the shipping method you used, it may take a while for your returned item to reach us. We normally process returned items within 14 days after arrival (although we try to expedite this process). This gives us enough time to conduct our investigation and contact the product manufacturer or supplier where neccessary.

We ask that you obtain a proof of postage receipt when you send your item to us. This is free and can be done from the post office. Proof of postage does not cost anything but without it may be harder to raise a claim in situations where your item gets missing on transit.You can also pay for tracked/signed shipping which may make you eligible for refund from the courier incase the item goes missing.

Do you have an exchange policy?

We offer exchanges on a few items returned in an unused and resellable condition. You’re required to cover the cost of returning the item to us.

I bought a product from you and it came with different packaging?

Most of the products we offer are stocked at various warehouses around the UK /EU to get to you faster as well as reduce costs and more. For example, some of our products are stocked at Amazon’s Fulfilment Centres. So when you order one of our products stocked in Amazon’s warehouse, we send your basic details to Amazon (name, shipping address, etc) and Amazon ships the product to you. Therefore the product may come in an Amazon-branded packaging. There’s no need to worry!

Coupons and discounts

Do you offer coupons and discounts?

Yes, subscribe to our newsletter and follow us on social media to be alerted of eligible coupons and discounts.

How can I use a promotion or coupon code?

You can do so on the cart page.

Gifts Cards and Gift Vouchers

Do you offer an eGift card or eGift Vouchers?

Yes. You can read more about our Gift Cards and Gift Vouchers here.

Affiliate program

Do you offer an Affiliate Program?

Yes. You can view our Affiliate Program FAQ page for more information on this.

Wholesale

Do you accept wholesale orders?

Absolutely yes!

How can I view your wholesale prices?

You place an order indicating the items you wish to by via wholesale and we would send you an invoice.

Do I need to open a wholesale account with you?

You don’t need to open an account to make a wholesale order with us although having one can entitle you to a faster shopping experience as you basic details would be saved to your account.

How can I open a wholesale account?

There are no special accounts for customers wishing to place an order with our wholesale service.

How can I place a wholesale order?

Every information you need to know is here.

Keeping in touch

How do I contact you?

We’d love to hear your feedback, recommendation, or concern. Feel free to send us a message via the contact form or [email protected] and we would get back to you shortly. Alternatively, you can also contact us on +447895898550 (Monday-Saturday, 11am – 4pm).