FAQs

Please find below a list of frequently asked questions; if you still cannot find your answer, please feel free to contact us.

Discounts

Where can I get a discount code to use on my order?
We understand that our customers like to get their hands on a great deal from time to time. We recommend signing up to our mailing list and registering your interest in future discounts and sales to be sure you don't miss out.

Can I use more than one discount code on my order?
You can only take advantage of one offer at a time, so you can apply only one discount code per order (please note: this is the case with most retailers). This rule applies to our free delivery codes, too.

My discount code won't work, why is this?
You need to enter the discount code exactly as it has been given to you (case sensitive). Discount codes do not work in conjunction with already discounted products. If this isn't the case, please check the T&Cs for that particular discount code, as there may be restrictions in terms of usage or an expiry date, these will be with where you found the discount code in the first place.

I've signed up to your mailing list but not received my discount code, can you help?
Sometimes we offer a discount code in exchange for signing up to our mailing list; this is emailed to you as soon as you sign up; it's possible it could have ended up in your junk folder if it's not in your main inbox. Make sure you add us to your address book, to prevent our future emails from ending up in your junk mail, too.

Gifts

Can I add a gift note to my order?
Yes! Please add a note to your order with your desired message and we'll handwrite this for you onto one of our gift tags.

My order is a gift, can you not include any payment information?
Please add a note to your order advising it is a gift and we won’t include an invoice inside the order. Don’t forget to add a gift note, so that the recipient knows who it’s from! 

Gift Cards

Can I buy a gift card?
Yes! You can buy a gift card for use online or in our bricks and mortar store. Please be advised due to limitations we are unable to offer a gift card that can be used for both.

What is an eVoucher gift card?
An eVoucher is where our website emails you a voucher code upon purchase and what you should purchase if you want your gift to be for online use. We understand that customers want to give a gift, rather than a printed out email with a code on it! There is no way round the email as this is done automatically through our website, but we will always send out in the post a gift card pack, for you to write the eVoucher onto and give to the recipient - you will need to write the eVoucher code onto the back of the physical gift card yourself, as we are unable to access this for security purposes.

Delivery

Can I nominate a safe place for my delivery if I am not in?
We use a signed for service on all our deliveries so a signature will be required upon delivery of the parcel. The majority of our parcels are sent via Royal Mail; please contact them separately to set preferences for what to do in the event that you are not in. Larger, heavier parcels will be sent with a courier. This means we cannot accept delivery preferences.

Can you guarantee a delivery day?
If you use our guaranteed next working day delivery service and order before 3pm Monday-Thursday, we can guarantee delivery the next working day; for orders placed after 3pm, these will be dispatched the following day for guaranteed delivery the next working day after that. We cannot guarantee delivery days with our standard delivery service; whilst the majority of our orders arrive between 1-3 working days, we advise to allow up to 5 working days for your order to arrive.

Do you offer Saturday delivery?
We are a small independent retailer who relies on Royal Mail for delivering your orders; the cost of Saturday delivery with them is high and when put to our customers previously was too expensive, so we do not offer a Saturday delivery option.

My parcel has arrived damaged, what do I do?
Firstly, we're really sorry your parcel has arrived damaged. If nothing is missing, please feel free to drop us an email so we can pass it onto the correct courier. If you believe there to be damaged caused to items or even missing items, please get in touch and we can open an investigation for you. Please be advised you are required to keep all your packaging and/or damaged items, as if required, the courier will usually come out to collect this for investigative purposes. The word of our courier is final.

Order Issues

I'm missing an item in my order, what do I do?
Firstly, please check your dispatch confirmation email to confirm whether your full order was dispatched or not; on the rare occasion this isn't the case, we will usually send you an email beforehand letting you know, or include a note within your first delivery. Sometimes, for particularly small items in larger orders, we might include these within other items or place them on top of the delivery, so please check all of your packaging carefully. 

I'm missing an item in my order and I have tried to above, what happens now?
If you still need help, please get in touch and we can try to help you. Please be advised we will not send any replacement item(s) or arrange any refunds until we have conducted a full investigation. We can check our photographic evidence, confirm the weight of the parcel with our courier and if needs be open an investigation with the delivery person to find out what may have happened. The word of the courier is final.

Returns and Refunds

What is your returns policy?
Please see our returns policy for more information.

Can I get a refund if the price has changed since I ordered an item? 
As an online business and a small independent retailer, our prices change in response to numerous factors including trends, stock and demand from customers. We will not refund the difference.

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