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FAQ

Where is my order?
- If your order has not arrived by the estimated delivery date we’re here to help.
  
  Before contacting us it’s worth checking a few things first. Check the tracking link we sent in your despatch email to view up to date tracking information.
  
  Sign into your account to check we have the correct delivery information for your order and that all of your contact details are up to date.
  
  Check with your neighbours. If you weren't in then the courier may have left the parcel with one of your neighbours. Check in any safe areas the driver may have left your parcel, such as in a porch or garden shed.
  
  If you still can’t find your parcel contact our Customer Service team quoting your order number.
Can I place an order by telephone?
- Yes, call us on 0161 393 7055 and we can take your order over the phone.
  
  Our opening hours are 8.00am - 8.00pm Monday to Friday, 09.00am to 5.00pm on Saturday and 10.00am - 4.00pm Sundays and Bank Holidays.
  
  Call are charged at 5p per minute although charges may vary, please refer to your service provider for more details. Calls may be recorded for training purposes.
Can I cancel my order?
- You may be able to cancel your order but we’re pretty quick at picking and packing your order which means you’ll need to be quick. You can cancel your order up to 30 minutes after placing but you’ll need to contact our Customer Service team to do it.
  
  We do offer free return by post and in store, so if you no longer want your order you can return it to us
Can I change the size/colour of the item I've ordered?
- Once an order has been placed we unable to add or change or amend any products from your order.
Can I change the delivery address?
- Once an order has been completed we unable to change your delivery address.
Can I track my order?
- All our UK Home delivery orders are trackable. You will receive a despatched email with a tracking link on for your order, alternatively you can log in to your account and view the tracking in your order history.
  
  When we send your despatched email there can sometimes be a delay between this being sent and the carrier receiving the order, as a guide for UK orders please allow up to 12 hours for your order information to be visible. For orders to Ireland please allow up to 24 hours.
  
  Collect from Store orders are tracked internally but this cannot currently be provided to the customer. We will email you once your order is in store.
  
  Tracking may not be available on some International orders. Please allow the full delivery time before contacting.
Part of my order is missing?
- On occasions we are unable to send all of the items you have ordered. We will send you an email if you are to expect any missing items from your order so please check your mailbox. Some details may also be printed on your despatch note.
  
  We will refund any payment taken for items not sent.
  
  If you have not received an email from us or if there is no information on your despatch note, please call us on 0843 178 0555 and we’ll resolve the issue for you as quickly as we can.
What payment methods can I use?
- You can use any of the cards listed below to pay for your order. You can also use PayPal to shop with us.
  
  Visa, Visa Electron, Mastercard, Maestro, American Express and PayPal.
  
  We take security very seriously, so rest assured when you enter any of your details they'll be safe with us.
How do I use a promotional code?
- Most promotions apply automatically at checkout.
  
  If you have a discount code or promotional code it has to be entered in the box which states ‘Enter Your Promo code', enter your promotion code and click the REDEEM button .
What is a Cookie?
- A cookie is a small text file of letters and numbers that is used to distinguish you from another user and enables swift passage from one page to the next on our website.
  
  For further information on why we use cookies and how to opt out, please visit our full Cookies Information page. .

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