Frequently Asked Questions

What forms of payment do you accept?

We currently accept all major credit or bank. Visa, MasterCard, American Express, Discover etc. To prevent any issues at checkout, please ensure the billing address you enter is the same as that held on file with your credit or debit card issuing bank. We do not accept personal checks, money orders or cash payments on delivery.

How much does shipping cost?

Do I have to create an account to order from you?

You can order from us as a guest, however by signing up with an account you’ll benefit from the following:

  • Exclusive deals
  • Store Billing / Shipping address
  • Manage email / Contact address
  • Sneak peaks on new products
  • You’ll also have the opportunity to have your say on our next products – how exciting is that!?

We never share your information, so all your details are safe and sound! For more information please visit our Privacy Policy page.

How can I change my details on my account?

You can edit and amend any of your details within the “My Account” section, or if you choose during checkout the next time you order.

Can I change or cancel my order?

We send your order immediately to fulfillment where it is picked, processed, packed by our team and shipped to the designated address you provided. Therefore unfortunately you cannot change or cancel your order after it has been placed.

Are the delivery dates quoted guaranteed?

Realistically; NO. We use a team of experienced logistic professionals couriers and postal services. However, as you can imagine, there are a huge number of factors that could affect the delivery of your package – inclement and adverse weather conditions being just one of them.

We strive to minimize delays, but should any arise, we do request your patience and for you to kindly accept our sincere apologies.

How do I report a problem with my order?

Should you experience any problems during your experience, please  contact us immediately.

How long do I have to submit a claim for a return/exchange?

Any claims for damaged/defective items must be submitted within 20 days after the product is received. For packages lost in transit, all claims must be submitted no more than 20 days after the estimated delivery date.

What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 20 days after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you.

We may ask for your help before doing that, like confirming with you that the shipping address was correct. It would also be good to double check with your local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but you (the customer) haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.

My order shows it is being returned to sender, what now?

There are a few reasons an order can be returned to sender but most often it is due to an un-deliverable address. Other instances include the package being unclaimed at customs or refused/returned by you (the customer). We would contact you to determine if you would like to proceed with an updated address in the event you wish to have the product reshipped. New shipping charges will apply for orders that have been unclaimed at customs, returned by customer or had an incorrect address originally provided. 

What happens if a package isn’t delivered, but the tracking states that it did?

In the rare cases that a package is marked as delivered by the courier, but the recipient reports they have yet to receive it, we would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient’s address.

In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient’s address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person – e.g. “left under table on back porch.”

We will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally mis-routed packages when tracking provides no clear details or cause.