Frequently Asked Questions
HOW CAN I PLACE AN ORDER?
You can place your order online anytime (24 hours / 7 days a week) or by calling our customer service team during office hours.
DO I NEED AN ACCOUNT?
No, you can choose to either checkout as a guest or create an account.
NOTE: We do recommend creating an account as this will allow you to keep an eye on the status of your order and view your order history.
CAN I MODIFY MY ORDER?
Once you've completed your order, you will not be able to make any changes. We recommend that you review the items you are purchasing before proceeding with the payment.
If you wish to cancel your order or part of it, please contact our customer service team as soon as possible.
NOTE: Orders can not be cancelled if they have already been shipped: in this case, you must follow the return procedure.
CAN I CHANGE MY DELIVERY ADDRESS ONCE MY ORDER HAS BEEN PLACED?
If you have made a mistake in your delivery address, please contact us immediately to avoid any delivery delays.
CAN I ADD AN EXTRA ITEM TO MY ORDER?
Unfortunately, due to technical matters we cannot add extra items to an existing order. However, if you wish to purchase an additional item, you can simply place a new order.
HOW DO I APPLY A PROMO CODE?
If you have a promo code you can enter it online in the “DISCOUNT” box on the checkout page.
Once you have entered the code, click “Apply”. Please ensure that the discount code has been applied correctly before completing the order.
The promo code is also valid over the phone, in which case you will simply need to quote the code at the point of order.
Please check the terms and conditions of your promotional code for further details. Promotional codes are not valid on gift vouchers.
THE PRICE HAS CHANGED SINCE I PURCHASED MY PRODUCT. WILL YOU REFUND ME THE DIFFERENCE?
Unfortunately, we cannot refund the difference. Once an item has been ordered the price is fixed for home delivery.
We reserve the right to change prices at any time without prior notice, i.e. during a sale period.
HOW CAN I TRACK MY ORDER?
Once your order has been despatched, you will receive an email from us confirming shipment.
Your email will include a tracking link and your tracking number.
You will then be directed to the courier’s tracking site, where you will be able to access the most up-to-date tracking information for your parcel.
THE PRODUCT I RECEIVED IS NOT 100% THE SAME AS SEEN ON THE PICTURES?
Some of our products are handmade, have natural imperfections and/or a unique finish, shape, colour or texture and may vary slightly from the pictures. Dimension may also vary.
CAN A GIFT CARD BE USED MORE THAN ONCE?
Yes, provided there is still a balance remaining on the card.
CAN MORE THAN ONE GIFT CARD BE USED TOWARDS A PURCHASE?
Yes. You can redeem another gift card during checkout.
HOW CAN I CHECK MY GIFT CARD BALANCE?
If your gift card is associated with an account, then you can check the balance by using the link provided in the gift card email. If you don’t have an account, you can contact our customer service team who will inform you of your current balance.
CAN A GIFT CARD BE USED TO PAY FOR DELIVERY AND TAXES?
Yes, gift cards are applied to the final order total which includes delivery and taxes.
HOW DO I UNSUBSCRIBE FROM YOUR EMAILS?
You can unsubscribe from our emails by clicking on the unsubscribe link at the bottom of each of our emails.
WHAT IS YOUR RETURNS POLICY?
We are so confident that you will be happy with your purchase that if for any reason whatsoever you are not satisfied, please return the item in its original condition and packaging within 30 days for a full refund of goods minus the cost of collection.
For more details, please read our Return Policy.
WHAT HAPPENS IF I RECEIVE A FAULTY OR INCORRECT ITEM?
Damaged / Faulty Goods
Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel, or within 30 days should the fault develop after receipt.
You will need to send us a picture of the damaged / faulty item prior to any refund or replacement being issued.
If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note, we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.
Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.
Please note, under the Sales of Good Act 1979, any manufacturing fault occurring within 6 months of receiving your product, we will offer a replacement or a refund.
We cannot be held responsible for items that are damaged for something that was the result of normal wear and tear.
In the unlikely event that the wrong item has been sent to you or your item has arrived faulty or damaged, please contact us so that we can arrange a free return/collection for you.
Please make sure to read all care instructions and any disclaimers on product variation due to their handmade nature.