How can we help you?

Missing, broken or faulty deliveries

There is something missing from my order

We often send out orders in several different packages, so these may arrive at different times. Please be aware that this does not mean you will be charged any additional delivery cost. However, if you are still concerned about your missing item(s), please go to Late deliveries to track your missing item(s).

My item is broken / faulty

If your item is broken or faulty you have the right to refund that item. Please follow our faulty returns procedure. .

My order has been cancelled

Please accept our apologies, occasionally we have to cancel orders for a number of reasons:

Product unavailability: We try to get as much choice as possible onto our website, and occasionally we have to cancel orders when we have sold out of the relevant products during busy periods.
Failed security checks: Orders may also be cancelled if security checks are failed; there are multiple reasons this can occur. Please contact our Customer services team for further details.
Customer cancellation: If you have requested to cancel part or all of your order.

If your order has been cancelled you will be sent one of four emails:

Part of your order can not be fulfilled Unfortunately we were unable to supply all the items in you ordered. You will receive a full refund to the original payment method used for the cancelled items.
Your order cannot be fulfilled Unfortunately we have had to cancel your order as the items are no longer available. You will receive a full refund to the original payment method for the cancelled order.
We've received your request to cancel part or all of your order We are sorry to hear you've cancelled your order with us. Your request has been processed and you have not been charged for the item/s in your order.
You order has failed our security checks Unfortunately the order you recently placed with us has been cancelled because the details associated with the order have failed our internal security checks. You will not be charged for your item/s. Please contact our Customer services team for further details.