Frequently Asked Questions
Answers to common questions about products, delivery, tracking and returns.
Orders & Purchases
Where is my order confirmation?
Where is my order confirmation?
Check the inbox and junk folder for the email address used at checkout. Contact us if it has not arrived.
Can I change or cancel an order?
Can I change or cancel an order?
Contact us as soon as possible with your order number. We cannot guarantee changes after processing begins.
How do I track my order?
How do I track my order?
Use the tracking link in your dispatch email or visit the Track Order page for help.
What if an item is missing or incorrect?
What if an item is missing or incorrect?
Contact us with your order number and a photo or description of the issue so the team can help.
Returns & Refunds
How do I request a return?
How do I request a return?
Read the Refund Policy and contact us before sending an item back.
Can hygiene-sensitive products be returned?
Can hygiene-sensitive products be returned?
Eligibility can depend on the item being unopened, unused and in its original condition. Check the current Refund Policy.
What if my item arrived damaged?
What if my item arrived damaged?
Contact us promptly with your order number and clear photos of the item and packaging.
When will I receive a refund?
When will I receive a refund?
Approved refunds are processed according to the current Refund Policy and payment-provider timescales.
Shipping & Tracking
How is my order packaged?
How is my order packaged?
Orders are sent in practical, discreet packaging.
What delivery options are available?
What delivery options are available?
Available services, charges and estimated dates are shown at checkout for your address.
Will I receive tracking?
Will I receive tracking?
Where tracking is available, a link is sent after dispatch. Check your junk folder if you cannot find it.