FAQs

My Account

What does it mean to sign in / save my details?

If you’ve shopped with us online before, try signing in with the email and password you registered with. If you can’t sign in, please Reset your password If you’ve not shopped online with us (even if you have shopped in store or over the phone before), you’ll need to Register your email address and set up an account.

Why can't I sign in?

Signing in to your account will make your checkout process quicker and easier.

You can view your order history and request a copy of your invoice. You can also manage your personal details, delivery addresses and payment cards, as well as change your password and marketing preferences.

I've forgotten my password, what do I do?

Go to the Reset your password page, where you’ll need to enter your email address. Then we will send you a temporary password. Once this has been entered, you’ll be prompted to enter a new password.

How do I add or amend my online payment card details?

Go to the Payment Cards section of your account to add, remove or amend card details. Alternatively, if you are placing an order, you can use your new card details at the checkout and you have the option to save the card details so that they can be used at future orders.

How do I add/amend my saved addresses?

Go to your Address Book to add or amend your saved addresses. Click «Edit» button just above your name.

Promocodes

How can I activate promocodes?

You сan activate promocodes either at the Cart page, or at the Checkout page. Please see screenshots below.

Screen shot 1

Apply promocodes on the Cart page

Screenshot 2

Apply promocodes on the checkout page

Delivery

Order Progress

You сan view the status of your order in My Account. All deliveries are done via Royal Mail.

Delivery cost

UK delivery
1. Signed for 2nd class £3.90 – estimated 3-5 working days
2. Signed for 1st class £5.00 – estimated 1-3 working days
3. Free delivery on all orders over £25 in UK mainland.

EU delivery
The cost of delivery is calculated automatically in accordance with the Royal Mail International Shipping rates. The cost of delivery is clearly shown during the checkout process, before the final payment is made. No additional charges required.

Rest of the world.
The cost of delivery is calculated automatically in accordance with the Royal Mail International Shipping rates. The cost of delivery is clearly shown during the checkout process, before the final payment is made. No additional charges required. If you can not see your country in the list of available destinations, please contact us first. We are happy to help and we shall make everything possible to arrange a shipment.

Returns

How can I return goods

We hope that you are happy with your order and the service we have provided. However if for any reason you are not satisfied with your purchase, we will offer a refund on all products returned to us within 14 days of your receipt, as long as goods are returned in their original, unopened and undamaged condition.
We will consider the condition of the goods being returned to us when making a refund. We will process your refund as quickly as possible and refund back to your original payment method.

The returns address is printed on your delivery documents.