How can we help?
Find an answer below, reach an agent by live chat, or open a ticket and we’ll reply by email.
Live chat
Fastest route. An agent can see the order you’re asking about.
Use the chat button in the bottom corner of any page.
Common questions
Account
I forgot my password. What now?
Use Forgot password on the sign-in page. We email a single-use link that is valid for one hour. For your security the email says whether the account exists but never reveals any account detail.
How do I stop marketing emails?
Unsubscribe from any marketing email, or turn the toggle off in Account → Settings → Email preferences. Order and security emails are separate and stay on.
Orders
How do I track my order?
Open Account → Orders and select the order. As soon as the parcel is dispatched you will see the carrier and tracking number, and there is a Track package button that opens the carrier's own tracking page.
Can I change or cancel an order?
You can cancel while the order is still being processed. Once it is marked shipped the parcel is with the carrier — contact support and we will see what is possible.
Payments
Why was my payment declined?
Your bank declined the charge; we never see the reason. Check with your bank, or try a different payment method. Nothing is taken from your account when a payment is declined.
Do you store my card details?
No. Card details go directly to our payment processor and never reach our servers. We keep only a reference so we can reconcile a payment or a refund.
Product problems
An item arrived damaged. What should I do?
Take photographs, then open a return from your order with the reason Damaged. Send us the photos and we will arrange a replacement or refund at our cost.
Returns
How do I return something?
Go to the order and choose Request return. Select the items, pick a reason, tell us what happened and submit. You will get a return number straight away.
How long do refunds take?
We issue the refund once the return is received and inspected. Most banks then post it within 3–5 business days, though your statement can take longer to reflect it.
Shipping
Do you ship to my country?
Shipping options are calculated for your delivery address at checkout. If nothing is offered, we do not currently ship there.
Contact support
Tell us what happened and we’ll reply by email. If it relates to an order, include the order number so we can find it quickly.
Please sign in to open a support request. That way the whole conversation stays attached to your account and you can read the replies whenever you like.