Order Enquiries

Where is my order?

If your order hasn’t arrived and the expected delivery timeframe has passed, please try the following first:. If your tracking has not updated for 7 days or more, or you’re still unable to locate your parcel after completing the steps above, please c

I haven't received any tracking information?

Your tracking details will be emailed to you as soon as your order has been dispatched. Whilst we aim for same day dispatch for most of our orders (excluding Saturdays) please allow up to 2 days for dispatch of standard delivery orders before contact

My order is marked as delivered, but I have not received it

If your tracking shows your parcel as delivered but you can’t locate it, please try the following first:. If you’re still unable to locate your parcel after completing these checks, please contact our Customer Care team via the chat icon and we’ll be

I'm missing an item from my order

Before reporting a missing item. We recommend checking the following:. Your item may have already been refunded. In some cases, an item may have been out of stock at the time of dispatch. If this happens, you’ll receive an email titled “An update on

I have received the wrong item

If you’ve received an incorrect item, please contact our Customer Care team via the chat icon as soon as possible so we can resolve this for you. Please provide the following information:. Please note: To allow our team to investigate your incorrect

I have received a faulty item

We are sorry to hear that you have received a faulty item. Please don’t return any damaged or incorrectly delivered items unless advised by our Customer Care Team. Doing so may delay your resolution.Please contact our Customer Care team via the chat

I need to change the email address on my order

If you need to update the email address on your order, please contact our Customer Care team via the chat icon and we’ll be happy to help. To process this, please provide:. Please note: updating your email address will ensure you receive your order c

My order has been returned to the sender

If your tracking shows 'Returned to Sender’, this means that your parcel could not be delivered and is being returned back to our Lovall warehouse. This is likely to happen for one of the following reasons:. What happens next?. Once the parcel arrive