FAQs

Browse F.A.Q. Topics

Orders

  • Can I exchange an item?
    Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice.
  • What should I do if I receive an incorrect or faulty item?
    We're sorry to hear that you've received an incorrect or faulty item. Please send us a message with your order ID, the name/product code of the item you were supposed to receive and further details of the problem. Please return the item to us by following the procedure stated in the 'Returns Policy' section, and we'll do our best to resolve this for you.
  • Can I cancel my order?
    To make sure you receive your items as fast as possible, we start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel it.
  • Can I make changes to my order?
    Unfortunately, once you've placed your order, it is not possible to change any details, as our warehouse team will have already started processing your order!
  • How do I know that you have received my order?
    Once you've placed your order, you will be directed to an order confirmation message, which will contain your order number. This information will also be emailed to you, but it could take up to 30 minutes to arrive in your inbox! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.
  • How can I pay for my order?
    For now we accept Cash on Delivery and PayPal payments. In about a month we will be able to accept the following payment cards: Visa, Visa Electron, MasterCard, Maestro, and American Express.
  • Do I have to order online?
    Yes, as we are an online retailer you can only order online. This is the best way to pay. It is fast, safe and secure.

Payments

  • How can I pay for my order?
    For now we accept Cash on Delivery and PayPal payments. In about a month we will be able to accept the following payment cards: Visa, Visa Electron, MasterCard, Maestro, and American Express.

Returns

  • Can I have an exchange instead of a refund?
    Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice.
  • How long does it take to process my return?
    We aim to process your return and refund you as quickly as possible, but it may take up to 21 days for your refund to be processed after you have returned your item(s) to our warehouse. If you have not been refunded after 21 days of returning the item, pleasecontact us with the proof of postage information on your Post Office receipt and we will look into this for you.
  • How do I return an item?
    Please follow the process below for returning your parcel to us. Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached. Fill in the Returns Form that is attached with your parcel and send it back to our warehouse. Keep your certificate of postage safe as you will need this as your proof of return.
  • How long do I have to return an item?
    You are able to return unsuitable items within 14 days of the date shown on the dispatch note. Please return unsuitable items in its original packaging. Please note, we cannot offer refunds on pierced jewellery or on swimwear if the hygiene seal is not in place or has been broken.

Shipping

  • What if my parcel does not arrive?
    We ask if you could patiently wait up to 4 days after the promised delivery date to receive your parcel in case of a delivery delay, but we will do our best to get your parcel to you as fast as we can. If you have still not received your order after this time, please contact us stating your order number and we will look into this for you.
  • Can you deliver to a different address than my billing address?
    Yes! You can have your parcel delivered to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organisation in the address field, as well as the contact name to ensure your parcel is successfully delivered.
  • Will I be charged customs and imports duties?
    We're sorry, but we cannot tell you what the cost will be, as this varies widely. For information on current charges, please contact your local customs office.

Technical Help

  • How do I change my email address?
    Changing your email address is easy! Simply log into your account using your old email address, and click on 'Edit Email Address/Password' under Account Details. Once you've made your changes, press Continue and your changes will be saved.
  • What should I do if I’ve forgotten my password?
    Don't worry if you've forgotten your password! Simply click the 'Forgot your password?' link next to the login button and follow the instructions. Please don't hesitate to contact us if you continue to experience problems.