Support

How can I cancel my order?

We strive to ensure that your order is processed and shipped quickly because we understand that receiving your order as soon as possible is important. Because of this, our cancellation window is very small. Once the order processes and is accepted by the warehouse, we cannot cancel it. This process happens quickly, on average between 10-30 minutes. This is just an average- your individual order may take more or less time to process.
The best way to tell if your order can be canceled is the availability of the cancellation button. If your order is able to be canceled, there will be a cancellation button available in the order on your My Account Page. You have the option to cancel the entire invoice, or you can cancel select items.

How can I check my order status?

Your order is made up of shipments. For each shipment, you can find the:
   -Order number:
   -Order status: Possible statuses include:
   -Ordered: We’ve gotten your order and are preparing to send it. You still might be able to cancel the order.
   -Shipped: The shipping company has shipped your order.
   -Delivered: The shipping company has delivered your order.
   -Unable to deliver: The shipping provider wasn’t able to deliver your order, and it has been returned. Contact support to get a refund. It might take several days for your refund to appear on your statement, depending on your bank.
   -Canceled: The order has been canceled.
   -Delivery date range.
   -Items in your order.

When can I expect a refund for my returned item?

When returning online purchases back to our warehouse we would kindly ask that you allow 14 days, from the date posted, for your return to be processed, even if your tracking is showing as received by our warehouse.

Please ensure you retain a copy of your return tracking information until your refund has been confirmed.

Once your refund has been processed, you will receive a confirmation email and your refund will appear back in your account within 3-5 working days.

Please be aware that is you are querying an uncollected Click and Collect parcel, your parcel will be held in store before being returned. As such, the 14 days will start from the day the store return your parcel.

If you have not received your refund process confirmation email after 14 days please do not hesitate to contact us with a copy of your return tracking information so we may look into this further for you.

Please be aware that during the busy Sale period refunds may take the full 14 days to be processed and we will be unable to investigate any refund status until after the 14-day time frame.

I don’t remember my password. Help!

If you need help resetting your password, we can help by sending you a link to reset it.

-Visit Forgot Password Enter either the email address or username on the account Select Submit
-Check your Email inbox for a password reset email
-Click on the URL provided in the email and enter a new password

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