Contact information
Contact Us
We are an online shop and we answer everything by email. Writing to us is the fastest way to get something sorted.
We reply within 1 business day, Monday to Friday. Messages sent at weekends or on public holidays are answered on the next business day.
What to include
Putting these in your first message saves a round trip and gets your issue resolved the same day:
| Your enquiry | What to send us |
|---|---|
| Where is my order | Order number and the email address you ordered with |
| I want to return something | Order number, which item, and whether it is unused or faulty |
| Something arrived damaged or faulty | Order number and a photograph of the item and its packaging |
| I entered the wrong address | Order number and the correct address, as soon as possible |
| Cancel my order | Order number. If it has not been dispatched we cancel and refund in full |
| Product question before buying | The product name and what you need to know |
| Press, wholesale, or partnerships | A short description of what you have in mind |
Response times
Order and delivery enquiries are answered within 1 business day. Returns are acknowledged within 1 business day and refunds processed within 10 business days of the item reaching us. Wholesale and partnership enquiries may take longer.
Complaints
If you are not happy with how we have handled something, reply to your existing email thread with the word "complaint" in the subject line. Complaints are reviewed and answered within 5 business days.