Short answers to the questions that come up most. If yours is not here, email us and we will add it.
No account is needed to order. Orders are confirmed by email immediately, and a second email follows when the parcel is dispatched with its tracking number.
Dispatch takes one to two business days and transit is normally three to seven business days. Tracking is emailed at dispatch. Import duties, where your country charges them, are collected by the carrier on delivery.
Returns run for thirty days from delivery, unused and with tags attached. If we sent the wrong or a damaged item, the return label is on us and you choose between a refund and a replacement.
Each page carries its materials, contents and how it is meant to be used. If anything you need to know before ordering is missing, ask and we will check it against the stock itself.
Up to the moment an order is being packed, a change is just a message to us with the order number. Write to us with the order number as soon as you can; if the parcel has already left we will say so and point you at the returns process instead. Changes after dispatch are handled as a return: send the original back and order what you actually wanted. That is faster than waiting for a swap to travel in both directions.
An account is a convenience rather than a requirement: ordering as a guest works the same way. Registering only saves you retyping an address and gives you a page listing past orders. It simply keeps your addresses and order history in one place.
Visa, Mastercard, American Express and PayPal. The list narrows automatically for countries where a particular scheme cannot be processed, which is why a method you used before may not appear every time.
The card fields belong to our payment provider rather than to this site, and the page itself is encrypted, so the number is never typed into our servers. That is also why we cannot look up a card number for you, however good the reason.
Picking takes one to two business days and transit is usually three to seven business days more. Anything beyond that is usually customs rather than the carrier, and the tracking will show which.
Every parcel is tracked and the number arrives with the dispatch email. Give the carrier a few hours to register the first scan; if it stalls for five days, that is our cue to chase it, so let us know.
Write to our support address with the order number. You will get a reference number back, and a prepaid label if the fault is ours. Parcels that arrive without a reference take noticeably longer to process.
We refund within three business days of the parcel reaching the warehouse. Banks then take their own three to five days to display it, which is the part we have no control over.
Everything on a listing is checked against the item in front of us rather than copied from a supplier sheet, including the drawbacks. Small variation in finish is normal and we mention it rather than let you discover it.
A listing that does not match what arrived is on us.
Usually not. Stock is bought in small runs, so when a line sells through it is removed from the site rather than turned into a pre-order with an unknown date.
Questions about this page? Write to [email protected] and we will answer within one business day.