Frequently Asked Questions | FAQ
1. COVID - 19. Is it safe for me to shop on your site?
The health and safety of our customers and colleagues is of utmost importance to us.
We are following all government guidelines regarding Covid-19.
All products are kept in a sanitised space and whilst packing the use of PPE is included.
2. Do I need an account to place an order?
Yes, this helps you keep a track of your orders and allows us to provide you with order updates, excellent customer service and a seamless shopping experience.
3. How do I reset my password?
If you forget your password, request a link to reset your password through the site or click the link to reset your password on the login page.
4. What packaging options can I choose?
Your order will be sent to you in our signature packaging. We use packaging materials that are not harmful to our planet. Our boxes are recyclable and reusable. Any filling, tissue or note cards are recyclable and reusable. Any twine used is natural and biodegradable.
Please note that from time to time, particularly when shipping larger items, we may re-use some non-recyclable packaging materials. We would rather re-use these materials than send them landfill and we would urge you to do the same.
5. How do I redeem an existing gift card?
If you are having trouble using a gift card, please reach out to our customer service team, we will be happy to help and guide you through the process.
6. Why are some products marked as final sale?
Sale items are not returnable and will be marked as Final Sale. If non sale products are marked as Final Sale, this will be due to another factor, such as hygiene, safety restriction or transport restrictions.
7. Do you offer price adjustments?
Our prices are fixed. We do not offer price adjustments or price matching, we work closely with each of our brands to ensure we give you the best prices possible.
8. Can I amend or cancel an order?
Once an order is placed, it cannot be amended. Please reach out to our customer service team with any queries, we are happy to help.
9. How long will my order take to arrive?
Orders are dispatched via Royal Mail. Standard delivery is sent using Royal Mail First Class Postal Service and should arrive within 3-5 working days. Royal Mail 48hr Signature Delivery, will arrive within 2 working days and will require a signature.
10. How long after my order is placed can I make a return?
Items can be returned within 14 days of you receiving your order. Please see our returns policy for further help and information.