FAQ

 

Can I change or cancel my order after I’ve placed it?

Once you confirm your order online, it is sent directly to our team for processing and packing. We’d love to help if your order hasn’t already been packed – please contact us.

My order status is Processing. What does this mean?

We are picking and packing your order. If there is an issue with your order we will contact you prior to dispatch.

My order status is Completed. What does this mean?

Your order has been processed and packed by our team. You will receive consignment details after this point.

Contact us if you have questions about the status of your order.

When will my order be delivered?

We aim to dispatch your order within 1-2 business days. Please use this as a guide during trade events and busy holiday periods such as the lead up to Christmas.

How do I track my order?

To provide you with a fast and efficient service, we use a variety of carriers, depending on your location and goods ordered. Details will be emailed to you once dispatched, advising the carrier used and full tracking details.

What if something is missing from my order?

If an invoiced item doesn’t arrive, please let us know within 7 days of receipt – the sooner the better to help us track missing items. If an item on your order is sold out, we will always notify you in advance prior to shipping.

What should I do if a product arrives damaged?

If you receive damaged items, please contact us within 7 days of receipt and keep hold of the product. We may want to organise collection, or see how we can prevent it happening again.

What should I do if an item is faulty?

To maintain high quality standards, we like to hear about manufacturing faults as they occur. Many of our brands offer warranties. Contact us for more information.

When will [X] be back in stock?

You can backorder items that are out of stock and we will notify when replenished. At this time you will be able to add to your order or choose to ship backorders only. Backorders will state an ETA once we’ve placed the orders. Any backorders not specifying an ETA are awaiting correspondence from the manufacturer. Please note that these are estimates only and are subject to change at any given time.

How do I see what I’ve ordered previously?

Your order history is saved in My Account > Orders. Here you can review a full list of what you’ve ordered and the order details.

How do I update my address?

Update your address via My Account > Addresses. You can set your default shipping and billing address here.

Can I change my password?

You can update your password via My Account > Account Details. If you forget your password, click ‘Forgot password?’ on the login screen, to receive an email with a link to reset it.

Why should I subscribe?

You can choose to subscribe or unsubscribe to our newsletters. We might email you about: important dates, sneak peeks, product news, sales and promotions. Members receive these first along with extra specials and benefits.