FAQs
Explore our Frequently Asked Questions for helpful information about orders, delivery, returns, and customer care. Designed to give you clarity and confidence at every step of your shopping experience.
Shipping & Returns
What's my order status?
When a customer places an order for goods, the package goes through various stages and across various locations. You may not be physically present during each stage, so it is important to track the order to ensure everything is running smoothly. Shipping/Order statuses provide essential information about the order’s position and keep both buyers and sellers updated throughout each stage of the package’s fulfillment. They also alert the parties involved about any unexpected delay or issue in the delivery of the order.
Order statuses have two main functions:
- To determine at which stage an order is at; pending, processing, shipped.
- To track the order and have control over the fulfillment.
There are different statuses, each of which signifies a different stage at which the order is. Listed below are the standard shipping statuses and what they mean for your package:
PENDING
A pending status implies that the customer has placed an order, but payment has yet to be received by the seller. In some cases, an order might get a pending status if it is still being packed and getting ready for shipment or due to delays in the logistical chain. Such incomplete orders are marked with a ‘Pending’ status. An order can be canceled by both the buyer and seller at this stage.
PROCESSING
At this stage, the customer has finalized their order by making the payment and the seller has started the production of the ordered goods. Upon verification of this order, the fulfillment center will begin processing the order almost immediately to prepare it for shipping. The order cannot be canceled at this stage.
SHIPPED
When a package is assigned the “shipped’ status, it means that it has been loaded on a truck and left the fulfillment center for final shipping. At this point, the order could be anywhere between the origin location and the end destination. The shipping company will provide the carrier information and tracking number for the order so buyers can follow estimated delivery times.
BACKORDER
A backorder means that the ordered item is out of stock but will be replenished soon on a given date, and then sent out for shipping. Backordered products are generally sold with a guarantee that the product will be shipped as soon as it is restocked. Due to the shortage of physical inventory, an order containing a backordered item cannot be packaged and delivered promptly. If the order contains other in-stock items, the order may be divided and shipped at different times.
ON HOLD
A shipment might be put on hold due to any unexpected delays in shipping or due to incomplete information provided by the customer. In the second case, the customer should be contacted to resolve the issue. The order will remain on hold until the customer provides the complete and correct information.
What is the return policy?
Our goal is for every customer to be totally satisfied with their purchase. If this isn’t the case, let us know and we’ll do our best to work with you to make it right.
Are any purchases final sale?
We are unable to accept returns on certain items. These will be carefully marked before purchase.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Where are your products manufactured?
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
Other Questions
How do i return a gift certificate?
If a customer used a gift card to make a purchase and then wants to return the item for a refund, then you can make the refund to the same gift card and its balance is updated automatically.
When will i receive my refund?
The refund timeline for an Online order is 7-14 business days from the date of refund issued.
I bought something in store, can i return it by mail?
Yes, the articles bought online or through click and collect can be returned even at the stores. We suggest you carry the invoice along as it helps the processing easier. The return is possible if the place of delivery/pickup is in the same city where the store is located.
I would like to start a return on my order. what should i do?
Take your parcel to your chosen drop off point and they’ll take care of the rest! Keep hold of your proof of postage just in case we need to see it at a later date.
Multiple orders to return?
If you have items from more than one order that you'd like to return, you can send them back in the same parcel. When creating your return, you’ll be shown any items that can be returned in the same parcel.
Simply log into 'My Account', go to 'create return', select the items from each order you want to return and follow the instructions provided. Please make sure all of the items you select to return can fit in one parcel. If they can't fit in one parcel, you'll need to return them in more than one parcel and create a separate return for each parcel.
You'll be sent a QR code or label for your combined return with your tracking number so you can follow the progress of your return.
When your return arrives at our warehouse, all the items will be processed and we'll email to let you know.
You can also send us any opened or used packaging that you’ve received with any recent orders. Even though our packaging is 100%-recyclable and made using 80-90%-recycled content, we know that not all local recycling facilities accept every type of plastic packaging.
Don’t forget...
All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g. tags have been removed or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return and we may have to send it back to you.
I forgot to add/edit an item to my order, can i make a change before it ships?
If your order has already been packed, you will not be able to make any changes or modifications to your order. Please wait for your items to arrive and then submit a return and refund request for the items you don't wish to keep.
If your order has not been packed yet, you can still add or cancel items in your order, but you are not able to edit existing items.
