Help Centre

Frequently asked questions

WHY WAS MY ORDER CANCELLED??

Your order may have been cancelled for a number of reasons. The most common one is if the product that you ordered is unfortunately no longer in stock.

Naturally, we do our best to deliver all customer orders, however very occasionally; we do have issues with stock levels. If your order (or part of your order) is cancelled, the relevant amount of money will of course be released or refunded to your bank account. This will be completed within 3 days, but please be aware that your bank may take a few extra days to process the payment.

In order to get a clear understanding of why your order was cancelled, we recommend you to contact our customer service team and we will be able to assist you.

CAN I CHANGE MY DELIVERY ADDRESS OR CHANGE/CANCEL MY ORDER IF IT HASN'T BEEN SHIPPED YET?

Once your order has been placed, it immediately starts going through our ordering process. Therefore, we unfortunately cannot cancel or change your order even if it has not been shipped yet. Once you receive your order, you may return any products you don't want.

Your delivery address may be changed, but it depends on the time passed by after you have placed the order at our online shop. Once you have received your shipping confirmation email that means you cannot change the delivery address.

CAN I EXCHANGE AN ITEM I PURCHASED ONLINE??

Unfortunately, we are unable to exchange products. If you wish to exchange a product, you will need to return your purchase for a refund and place a new order.

If you need help re-purchasing, please contact our customer service team.

HOW DO I CHECKOUT?

Our simple checkout process is designed to help you complete your order and finalise your online shopping visit quickly and easily.

You can either choose to pay with credit card, or PayPal.
Once you have entered all your data on this page and clicked continue, money will only be transferred from your card once you confirm your order on the next page.
Please note that to ensure the safety of your data, your debit or credit card data will not be stored on our systems.

When you have completed your payment information you will enter a screen with your order overview.
Please check all the information on this page, since this is your last chance to correct it.
After confirming the order, your order will be processed and sent to the warehouse.

WHAT KIND OF EMAILS WILL I RECEIVE ABOUT MY ORDER?

After you have placed your order at the online shop, you will receive the following E-mail messages:

Order received:

You should receive this confirmation within minutes after placing your order. All orders are subject to availability. If an item is unavailable after the order is placed, you will be contacted by our customer service.

Order shipped:

This means that your order has been shipped from our warehouse and it is on the way to you. This email will be sent out just after your parcel has left our warehouse. Please use the tracking-information from the carrier, included in the email, to obtain detailed tracking information.

Order invoice:

Once your order has been shipped you will receive an invoice for your order.

WHAT SHOULD I DO IF I RECEIVE THE WRONG PRODUCT OR ORDER?

If you have received an incorrect product, we recommend you contact our customer service team and let the team know the details of your order and they will then assist you further.

WHAT DO I DO IF MY QUESTION ISN'T COVERED HERE?

If you cannot find the answer to your question here, we recommend you read our help pages or contact our Online Shop Customer Service team.

Please have your order details on hand when you contact us.

Our online shop customer service team are available and happy to assist you during the following times:

Mon to Fri 8:00AM – 8:00PM CST
Sat & Sun 8:00AM – 8:00PM CST