Frequently Asked Questions
How do I know my order has gone through and payment has been confirmed?
Once your order has been confirmed, you will receive an ‘Order Confirmation’ email with your order details.
I can’t log into my account
- When you shop with us or access your account, we will ask you to sign in.
- If you find that your email address or password is not recognised,
- please check you’re using the same email address and password you used when you registered with us.
I’ve forgotten my password or need to reset my password
If you can’t remember your password, simply click on the ‘Reset my Password’ link in the Sign in page and we’ll email you a link to reset your password. You can change your password, email address or any other details at any time by signing into My Account
I’ve sent an email to customer service and have not had a reply
If you send us an email between 8:30am - 5:00pm Monday to Friday with any query our team will endeavor to reply to you within 24hrs. If you contact us after hours, on the weekend or public holidays we will endeavor to reply to you within 48hrs.
What do I do if I have not received an order confirmation email from you?
If you do not receive a confirmation within 12 hours of placing your order we recommend you check your Spam filter settings and look through your Junk folder, in case our emails are going in there. To stop this from happening, please add 'firstname.lastname@example.org' to your email address book.
If this is not the case, then the incorrect email address may have been entered on the order. Please check your account details to ensure your email address is spelt correctly and it's your valid email address.
If you are still unable to work out why you are not receiving a confirmation email then please email our Customer Care team and we will look into this for you.