Orders & Shipment Support

Orders

My Order Status Is Unfullfilled

If your order is marked as ‘unfulfilled’, this just means we’re still preparing to get your order out the door.

During peak periods, it may take a little longer to get orders out the door but we’ll endeavour to keep within our delivery estimate and will keep you updated with any potential delays.

If your order hasn’t arrived by the end of your delivery estimate, get in touch with support, we’ll get right on it.

I Want To Change My Order

We’re unable to make any changes to your order once you’ve pressed the ‘place order’ button, this includes the following:

  • Changing the item or size
  • Delivery/billing address
  • Adding items to your order
  • Shipping method

If you don’t have a customer account, we’re unable to cancel the order for you.

I Have Received A Faulty Item

In the event you have received a defective item, please contact us immediately with the following information:

  • Your order number
  • Which item is damaged
  • A description
  • Photographic evidence

If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support!

All claims for parcels arriving damaged must be made within 7 days of the delivery date.

Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or replacement.

Once we’ve received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.

You Have Sent Me The Wrong Item

In the unlikely event you have received the wrong item, please contact us immediately with the following information:

  • Your order number
  • The name of the item you did not receive
  • The name of the item you received in it’s place
  • A photograph of the item you have received

Once we’ve received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction.

Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.

You may be required to return the incorrect item back to us, but a member of the customer support team will advise you if/how to return the item.

Why Was My Order Cancelled?

Fraudulent 

If you’ve received an email regarding the order being ‘suspected fraudulent’, this simply means your payment method has failed some security checks, we can assure you it’s nothing personal.

In the event you receive this, please ensure that your billing information matches the card you are using to pay for the order and try placing the order again.

If your payment is failing with PayPal, please ensure your email matches your PayPal email address and that your billing information is up to date and correct.

Items Unavailable 

Your order may be cancelled due to the items you’ve purchased being unavailable. From time to time, we may oversell on a certain product, it’s less than ideal we know but is sometimes unavoidable! In the event that this happens, we’ll be in touch explaining what may have gone wrong!

I Have Not Received An Order Confirmation Email

Not to worry, this usually means that the email you used to place the order may have had a spelling mistake or the email may have gone through to your junk mail.

If you’re still not sure, get in touch and provide us with the following details:

  • Full name used to place the order
  • Delivery address

My Order Status States 'Fullfilled'. Does That Mean I Should Have Received My Order?

Status ‘fulfilled’ simply means your order has been packed by our warehouse team and it’s currently on the way to you.

You will receive a shipping confirmation shortly after detailing your tracking information.

Shipping & Delivery

I Have Not Received The Tracking Number

You will receive your tracking information once your order has shipped and your shipping confirmation email has been sent to the email address you provided when placing your order.

If you haven’t received your tracking link after 48 hours, please get in touch with your order details so we can look into it.

If you’ve received your tracking number but the tracking hasn’t updated, please allow up to 48 hours before getting in touch.

Where Is My Order?

Your delivery estimate is included in the shipping service you’ve selected, please allow until the maximum amount of time for your order to arrive.

You’ll be able to follow your parcel’s progress by clicking the ‘View Order’ button in your shipping confirmation email.

If you still haven’t received your order after the delivery estimate, get in touch with support and we’ll get right on it.

There Is Something Missing From My Order

A packing list is included in every parcel sent from our distribution center, please check the packing list to ensure there are no items missing from the list.

If an item you have ordered is missing from the packing list, this will likely have been removed due to it being out of stock. You will be notified by email should an item you’ve purchased be out of stock.

If you haven’t received an email notification about any changes to your order, but you’re still missing an item, please contact us immediately with the following information:

  • Order Number
  • Missing Item(s)

Our support team will look into the matter and will resolve the issue for you as quickly as possible.

Can You Deliver To PO Boxes?

Unfortunately we are unable to deliver to any PO Boxes at this stage.

What If I Am Not At Home?

If you are not at home when your parcel is due to be delivered, it may be left in a safe place which will be advised on a delivery note posted through your door by the courier. If the delivery fails, the courier will leave a note explaining they attempted delivery with instructions on how to rearrange.

My Parcel Is Marked As Delivered But I Have Not Received It

  • If your tracking states your package has been delivered, but you have not received it. Please first check with any surrounding neighbors for anyone who may have accepted the parcel on your behalf.
  • If you had your order delivered to a workplace, please check with all employees who may have accepted the parcel, we know how tempting a fresh package might be.
  • Couriers may update the tracking as delivered prior to delivery, so please allow up to 24 hours before assuming the parcel is lost. If after this period, you’re still unable to locate your order, contact our support team with your order details and we’ll do all we can to help out.
  • If you authorize the courier to leave your parcel without a signature and you cannot locate it, we cannot be held accountable if the delivery goes missing and you will need to process a claim via your bank.

*All lost parcel claims must be made within 7 days of the delivery date.