FAQ

DELIVERY & RETURNS

Please view our Delivery & Returns page here.

PROBLEMS LOGGING IN

This usually happens for two reasons:

Incorrect email 
If you have entered your email address incorrectly when creating an account, you won’t receive a confirmation email and consequently, your correct details will not be recognized next time you try to sign in. If you think this might be the case, please contact us with your name and email and we will solve the problem for you.

Forgotten password 
If you have forgotten your password enter your email address here and your password will be emailed to you. Alternatively, you can contact us with your name and email and we will reset your password for you.

WHAT IS THE CVV AND HOW DO I FIND IT?

The CVV (sometimes called the CVD or CVV2) is a feature to give you increased protection against credit card fraud online.

American Express 
The CVV or Security Code is the last 4 numbers printed on the front of the card above the card account number.

Visa/Master Card 
The CVV is the last 3 numbers printed on the signature strip on the back of the credit card.

WHY IS MY CARD DECLINED?

If your credit card has been declined it can be for a number of reasons:

  • You have written a number wrong.
  • You have written the date or security code (CVV) wrong.
  • The name and address do not match the address the Bank has on file for you.
  • Your Bank has refused it for security reasons.
  • There are not enough funds to cover the payment.

If you contact your Credit Card Provider or Bank, they will tell you why they have declined it. You can then contact us and let us know, and we will try again.

CAN YOU GIVE ME MORE PRODUCT INFORMATION?

If you would like more information on any of our products, please contact us and we will be happy to assist you.

THE ITEM I BOUGHT IS NOW ON SALE, CAN YOU REFUND ME?

Unfortunately, we are unable to refund an item if its price has been reduced after you have placed the order.

CAN I RESERVE AN ITEM AND BUY IT LATER?

For all customers who have an account with us we are happy to reserve any items for you for 3 days. Items that are on sale can be reserved for 24 hours. Please contact us if you would like us to reserve items.

ORDER TRACKING

Once your order has been shipped, you should receive an email with your tracking number. Please contact us if you do not receive your tracking number.

CAN I CHANGE ITEMS FROM MY ORDER?

We like to send out the orders to our customers very quickly but please contact us and we will do our best to assist you.

CAN I CHANGE MY ADDRESS AFTER PLACING THE ORDER?

Please let us know immediately if you have made a mistake with your address so we are able to change it for you. Once your order has been dispatched, we cannot redirect it to a different address.

I RECEIVED WRONG/MISSING ITEMS(s)

Please contact the customer care team. You can also email us by filling the form here.

MY PRODUCT IS DAMAGED OR FAULTY, WHAT DO I DO?

If you’re product is damaged or has a fault, we want to know. Visit one of our stores and our experts can inspect your product for you. If the product is too large to bring in, please take as many pictures of the fault and email our Customer Service team.

CAN I PICK UP AN ITEM IN STORE?

Of course! Using our free Collect from Store service you can pick up items either same day of order or the next day depending on time of order. Please see our Shipping Policy for more information. Collect from Store is our way to make your shopping experience as enjoyable and as convenient for you as possible.