Dear Customer,
Thank you for your email.
I am sorry to hear you are having trouble with your recent order. Please refer to our quick guide:
Order Not Dispatched
We’re really sorry to hear that your order is yet to leave us. Through the hugely successful ‘Spring Clean’ sale, some of our customers are experiencing delays in their orders leaving us. Rest assured that we will be fulfilling your order shortly, and that you will receive confirmation via email as soon as it leaves our warehouse.
Free Delivery
If you have selected free delivery and live in the UK, then please allow 10 working days from the despatch date before contacting us to report the product lost in transit. We will then be able to offer a refund or replacement for the order, subject to availability.
Next Working Day
If your order has been dispatched and you selected special delivery and live in the UK, then please contact us to report the product lost in transit, and we will request an investigation with the courier.
International
If your order has been dispatched and you live outside of the UK please allow 28 working days from the despatch date before contacting us to report the product lost in transit. We will then be able to offer a refund or replacement for the order, subject to availability. Unfortunately we are unable to provide tracking numbers for international orders.
I hope this guide has been of assistance. If this has not answered your query please reply to this email and we will get back to you.