Delivery & Returns
Where do you deliver?
We offer fast and discreet worldwide delivery to a range of countries - simply select your country at the checkout. If your country isn't listed, we're sorry we don't ship to you just yet.
How do you pack items for delivery?
All of our orders are shipped in discreet and non-branded packaging.
Do you offer free delivery?
We offer free delivery to customers that spend above a threshold amount or those that have an eligible free delivery promotion code. If you have a promo code, please enter this during the checkout.
Our current thresholds for free delivery are:
Free delivery thresholds are advertised by region and are based on the location of the delivery address, not the location you are ordering from. These thresholds are subject to change at any time without notice.
What are your delivery options?
We offer a range of delivery options and speeds to suit your needs, dependent upon the delivery location. You will be given the option to select a delivery option at checkout.
Express Tracked Royal Mail
|UK||Premium Tracked Royal Mail||24 hours||£5.99|
|Europe||Express Tracked DPD||2-5 days||£4.99-14.50*|
|USA||Express Tracked Royal Mail/USPS||5-7 days||$15.99|
|Canada||Express Tracked Royal Mail||5-7 days||C$14.50|
|Other||Express Tracked Royal Mail||3-7 days||£13.50|
*Price varies depending upon location of delivery address within band 1, 2 or 3.
What are the Europe price bands?
We offer delivery to most European countries, though the price may vary depending on the band in which the delivery address is located. We have 3 pricing bands:
Band 1: £4.99
Austria, Belgium, Czech Republic, Denmark, France, Germany, Hungary, Ireland, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain
Band 2: £8.99
Estonia, Italy, Latvia, Sweden, Switzerland
Band 3: £14.50
Bulgaria, Croatia, Finland, Greece, Norway, Romania
What is the cut-off time for same day dispatch?
Our daily cut-off time for same day dispatch is 2pm Monday-Friday (excluding bank holidays). Orders submitted after this time will be dispatched on the following working day. Please note that our warehouse does not currently operate on weekends. Therefore any orders received after 2pm on a Friday, will not be dispatched until Monday.
What is your returns policy?
If you have changed your mind and would like to return your order, or part of your order – don’t worry. We operate a 30 day returns policy. You will find full details of our returns policy in our Terms & Conditions.
Any items you return must be unopened and in their original condition. This includes the cellophane tamper seal around the packaging being fully intact. We will be inspect the items once we have received them. If we find any of the packaging has been tampered with, we will be unable to refund you.
It is your responsibility to ensure that the returned items are packaged well enough that they won’t get damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you.
How do I return my products?
If you wish to return a full or part order you must submit a request through the online form on our contact us page.
Please select the option “Returns Request” and make sure to include your order number. We kindly ask if you could say why you have chosen to return your products in the description field as the answers you provide help to improve our products and service. However, please note that you are under no obligation to provide any details if you do not wish to.
A member of our support team will respond to your request within 24 hours, but this can sometimes take longer especially during holiday periods. This response will include steps to printing a pre-paid returns label. Don’t worry if you don’t hear back from the team after the 30-day period – return requests are effective from the date and time at which you submit your request. If, for example, you send us a request via the online form by 23:59:59 on the final day of the return period, your cancellation will be valid and accepted.
What is your returns address?
We are only able to provide customers with a returns address once we have received notification from you that you wish to cancel or return a full or part order, within our returns period. Please submit a request through the online form on our contact us page.
Is there a charge to return my order?
You will receive a pre-paid Collect+ returns label via email once your returns request has been accepted. For returns, a fixed fee of £4 will be deducted from your refund.
Do you refund delivery charges if I return something?
At this time, we are only able to offer a refund of delivery charges to UK customers. If you’re returning your whole order and you’ve paid for delivery we’ll refund the cost of Express Delivery to your address even if you’ve used one of our quicker delivery options. For example, if you pay £5.99 for Premium Delivery but the cost of Express Delivery is £2.99 then we will refund you £2.99. The extra £3.00 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won’t be refunded.
We do not refund any delivery charges paid to customers situated outside of the UK. Please note, customers outside of the UK must bear the postage or courier costs associated with returning any products.
For UK returns, we charge a fixed fee of £2.99 for our Royal Mail Tracked Return Service irrespective of the number of items and subsequent weight of products you are returning to us. This will be deducted automatically from any eligible refund. This is the only method of returns we accept. Unless otherwise agreed, we are unable to accept returns where the customer has arranged and paid for the courier fees directly.
My product is faulty, what do I do?
If you think your product is faulty, it might be helpful to check out our FAQs first as this might have the answers you're looking for. If you still need help, please raise a support request via the online form on our contact us page. Select "A technical issue" and describe the problem you are facing to us - we'll get back to you within 24 hours.