Frequently Asked Questions (FAQs)


Order Status

Where is my order?

We aim to deliver all our parcels within 7-10 working days, however during busy periods, deliveries may take a little longer. All customers are kept up to date on the status of their order as often as possible. However, during busy periods, additional delays may occur. We will endeavour to ensure your order is processed within a timely fashion.


My order is in clarification, what does this mean?

Our system has flagged a possible error with the order and this is being reviewed by a member of our team before being dispatched. We will be in touch if we require any further information from you. Otherwise, you can expect your order to be processed and sent within 24 hours.


Can I cancel my order?

Once an order is placed, it is processed and packed immediately in our warehouse which means we cannot make any changes once you have placed your order. This includes removing and adding items from you order. For further information please contact us.








How can I track my parcel?

Please log into your account and you will be able to see your DHL tracking number. If you placed your order as a Guest, please get in touch with our customer services team who will be more than happy to assist you further.


What courier services do you use?

We currently work with DHL for all International deliveries.


I have input the incorrect delivery address; can I change it?

We are unable to make any amendments to the delivery address once an order has been placed. For further information, please get in touch with our customer service team.


Do you offer next day delivery?

At this time, we only for standard delivery.


What if no one is in?

A signature may not always be required for delivery and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date.


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How long do refunds take to process?

Once your return order has been received, it can take up to 10 working days to process back into your account.


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Can I place an order over the phone?

Yes, we are more than happy to help you place an order over the phone, however, please be aware that this is a UK number.


What can I do if I’m having issues making payment?

You can try using an alternate browser or device. You can also try using an alternate payment method. If you continue to have issues, please contact our customer services team.


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Gift Cards & Vouchers

What do I do if I have a promotional/discount code that will not apply?

Check the terms and conditions on our website to ensure you meet the requirements. You may find there is a minimum spend required, or it can only be applied to a selected range. If you continue to have issues, please contact our customer services team.


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Do you have a maximum order value?

No – however orders of a larger value generally exceeding €500 may be subject to additional checks before being processed. These checks are carried out by our fraud prevention teams in certain circumstances before processing.



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