Hello, please remember we are a teeny tiny family run business and not super human, we also have a mini version of ourselves that we are trying to keep alive so sometimes cannot immediately reply. We will respond to emails as soon as we can and aim to get back to your query within 48 hours, during weekday office opening hours. We have two wonderful people who help us do this and sort out any issues you may have. Please be aware these emails don't go to Katie directly, she is very busy making new things for you to enjoy.
When do you post orders?
We post orders every Monday and Thursday but this is subject to us being well and being able to do this. We do our very best to get things posted in time but at busy times of year there can be delays. We are only a small team and can only do so many in one go!
IMPORT DUTIES / INTERNATIONAL ORDERS
Orders shipped outside of our hub in the UK may be subject to import taxes or custom fees that are beyond our control. Deliveries are subject to the laws, duties and taxes of the destination country. Any fees, including admin fees, imposed as part of this process, are the responsibility of the recipient.
What is a Pre-Order?
A pre-order product is an item that is available for purchase, before it is released. Orders will not ship until all items, including pre-orders, are available. Pre-orders will be dispatched on or around the release date in the product description. So if you order a pre order item and other things they will all ship together. If you need the other bits sooner please place into two separate orders.
Pre-orders are subject to delivery delays or amended release dates beyond our control, where possible we will notify you via the email address on your order.
What Payment methods do you accept?
We Accept Visa, Maestro, Mastercard, PayPal, Solo, Amex, Klarna and Clearpay. If you receive a gateway error during checkout it could be an issue with your credit/debit card billing address or security code. Please verify the address of the card with your issuing bank and try again. If you are still having trouble, use our contact form to let us know!
Do you offer worldwide shipping?
We use the following delivery services to ship worldwide: DPD, UPS and Royal Mail. All shipping is calculated at checkout so just select your address and this will be calculated automatically, by weight.
Where do you ship from?
All orders are shipped from our UK warehouse in Alfreton Derbyshire.
What is the status of my order?
You will receive a confirmation email to confirm your purchase. A second email will be sent once your order has been shipped.
If you have ordered a pre-order item please refer to the product description for latest details.
I didn’t get a confirmation email, what can I do?
Please check your spam / if your email address has been mistyped then use our contact form to get in touch with the team. Make sure you provide your: name, address and ordered items - we will then resend your confirmation.
I placed an order and no longer need it, can you help?
Please use our contact form to get in touch and we will cancel your order if it has not already been processed and shipped. If an order has already shipped it will need to be processed as a return within 30 days.
How can I track my order?
Once your order has shipped out, you will receive an email update with the tracking number if you have opted for a tracked service. Your tracking number sometimes won’t be recognised until up to 24 hours after your order has shipped. If you have not paid for the tracking service your order will not be trackable, which is common sense but you'd be amazed at how much we get asked about it.
My merchandise was damaged when I received it, what do I do?
Defective or damaged items may be refunded and must be returned within 30 days of receipt. Please use our contact form to report a defective or damaged item. We will provide you with a refund (exclusions may apply). Refunds must be made to the payment method originally used to place the order.
Please note: We do not offer exchanges. We would recommend re-purchasing your items if you wish to.
My order hasn’t arrived, what do I do?
Please check the product listing for any pre-order information that may be holding up your order. If your order has shipped, we recommend checking both your tracking details and with your neighbours. If you require further help, please use our contact form to get in touch.
Can I combine/amend my order contents?
We are unable to make any changes to orders already placed. If you would like to place your order(s) again, please get in touch and we can cancel your order(s) for you.
Please note: If your order contains any limited or now sold out items, we are unable to guarantee or hold stock.
We aim to dispatch all orders (excluding pre-orders) within 5-7 working days of you placing your order. Packages will then typically take 1-7 days depending on where you live and what you order. Please bear in mind that we are a small team prepping orders in house!
UK - Royal Mail Tracked: 2-3 working days delivery (up to 2kg) + up to 2 days dispatch
UK - Courier: 1 working day + up to 2 days dispatch *
EUROPE - Royal Mail International Tracked: 3-5 business days + up to 2 days dispatch **
EUROPE - Courier: 2 working day + up to 2 days dispatch **
USA - Royal Mail International Tracked: 5-7 business days + up to 2 days dispatch **
USA - Courier: 3 working days + up to 2 days dispatch **
REST OF WORLD - Royal Mail International Tracked: up to 10 business days + up to 2 days dispatch**
REST OF WORLD - Courier: 4 working days + up to 2 days dispatch **
Carrier delays are outside our control. Please leave 5 working days in addition to the estimated delivery times before contacting our team. All orders are pending payment approval and merchandise availability.
*Please allow a Two Day Service for Remote or Offshore locations, including Republic of Ireland, Scottish Highlands & Islands, Scilly Isles and Isle of Man.
** Orders shipped outside of our base in the UK may be subject to delays, import taxes or custom fees that are beyond our control. Deliveries are subject to the laws, duties and taxes of the destination country. Any fees, including admin fees, imposed as part of this process, are the responsibility of the recipient.