Order changes, delivery issues and returns

Cancel an order

If you wish to cancel an order, please complete our Customer Service Form.

Please note: since we aim to ship all orders the same day, we cannot guarantee we can cancel your order before it leaves our premises.

Change of address

If you need to amend your delivery address after placing an order, please complete our Customer Service Form. Our team will try to update your address before dispatch. As we normally dispatch orders the same working day, it may not be possible to intercept the parcel before it leaves our premises.

Missing order

Most orders arrive on time but, on rare occasions, parcels can be delayed or lost in transit.

In line with our courier partners’ policies, we cannot submit a missing parcel claim until 10 working days after the dispatch date. If you have not received your order 10 working days after dispatch, please complete our Customer Service Form so our team can review your case and confirm whether you are eligible for a full refund.

Please note: you may be required to complete and sign a Confirmation of Non-Receipt Form to support a lost-in-transit claim.

Unwanted return

Unwanted items can be returned for a full refund provided the item remains sealed in its original retail packaging and the return request is raised within 28 days of receiving your item.

Please complete our Customer Service Form and our team will provide a Return Authorisation Number (RAN) and return instructions.

Return postage costs are covered by the customer.

Please note: returning items without a Return Authorisation Number (RAN) may result in rejection and can significantly delay your refund.

Order arrived not as described

Not as described, wrong item, damaged, or missing parts.

We are sorry your order did not arrive in perfect condition. Please complete our Customer Service Form and our team will contact you to discuss your preferred resolution.

In most cases, we will provide a return label for the affected product and dispatch a replacement within 1 working day. If we cannot provide a replacement, a full refund will be issued.

Pre-orders

We make every effort to fulfil every pre-order but, on rare occasions, we may be short-stocked due to distributor supply constraints. Allocation is made on a first come, first served basis. If your pre-order cannot be fulfilled, we will contact you as soon as possible.

Pre-order products have a strict street release date set by the manufacturer and distributors. Release dates are usually shown on the product details page. If you need confirmation for a specific product, please contact us via our Customer Service Form. We aim to dispatch pre-orders so you receive your product on the stated release date.