We have put together a bunch of our frequently asked questions on this page so Hopefully, you'll find the answer you need from one of the articles below.
However, if you need a little help or just want to say hello, click the chat with us! icon found at the bottom corner of our website or click on the contact link at the end of this question. You can also email our team at firstname.lastname@example.org. We also have a automated 24/7 customer advice helpline (028) 8621 1012, which is there to provide information on frequently asked questions.
We kindly ask that you contact us via one method of contact only. If you use multiple methods for the same question, then this could delay both your response and our response times to other customers.
What Information should I include when contacting you?
It is always best to provide us with as much detail as possible including your order number (6 digit usually emailed to you and on paperwork top left corner beside barcode).
It is also very helpful to attach a photo or video of any issues or to explain any questions you have.
The more information you provide initially means that our customer care team can get your query resolved in the quickest possible time.
Why Can I not speak to a human on the phone?
Currently we do not have a call centre and we're not set up to handle high volumes of phone calls.
Our brand has been built online, including our customer support. Though you may receive an automated response occasionally, all channels are manned by real human staff based in the UK & Ireland who are eager to help you out, in the quickest and most efficient way possible.
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.
It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.
It depends on the creator and the product. All options are outlined on the product page, so look out for customisation options there.
Returns & Refunds
Yes of course, 😊 we’re currently still able to accept orders and ship internationally. We’d recommend ordering to addresses that you know you’ll be able to access, such as your home, as opposed to business addresses that may have restricted access during these times.
We are doing our best as always.
We advise placing your order as early in the day as possible and before 2pm for same day dispatch. The majority of orders up to 3.30pm are still getting dispatched on the same day (Monday to Saturday).
Some larger, mostly trade orders received later in the day can take a bit longer to dispatch but we will always do our best to get all orders out for delivery as quickly as possible. We’ll be sure to communicate any delays with you using the email address that you enter at checkout.
We believe in looking after our people and the communities in which we serve.
During the pandemic we made a promise to both our people and our customers to ensure we are doing our bit during these difficult times.
Our promise which we are continuing to stick by states that we:
1) We follow the government rules and respect our NHS.
2) We are here to help and support our customers.
3) We are investing massively in our stock capacity.
4) We are being realistic and transparent with stock availability.
5) We are operating a COVID-19 secure workplace.
6) We are keeping our team safe, those who can work from home are doing so.