How can we help you?

Issues with your password

I have forgotten my password, how do I reset it?

Step 1 –

When attempting to log in, please ensure that you have entered the correct email address in the email address field. Remember that passwords are case sensitive, so you might need to check that your caps lock is not turned on. If the email address is correct and you can still not remember your password, choose "forgotten your password?".

Step 2 –

From here, please type in your account email - this is the email address you provided when setting up your account - and choose "Continue".

Step 3 –

You will be asked to answer a security question, and then a new page will appear, confirming that a new password has been sent to you. Please go to your mailbox and wait for our email to arrive (it may take a few minutes for the email to appear). Carefully copy the new password from this email and use it to log back into your account.

Step 4 –

The next time you log in using your new password you will automatically be prompted to change your password to something more memorable. Fill in the form, using your new password as the existing password. Choose "submit".

My password reset didn't work, what should I do?

Step 1 –

If you have accidently requested more than one new password, please ensure that you use the latest email received from us.

Step 2 –

If you never received an email from us containing a new password, please check your spam/junk mail. It could be that your security settings have resulted in our email being recognized as spam.

Step 3 –

If the new password did not work your account may not exist on our database. Previous orders may have been placed as a guest, or on a different email address. Go to How do I register an account? and try to register. If you are then told that your account does in fact exist please contact our customer service team.