Frequently asked questions

I've received incorrect or faulty goods, what shall I do?
Firstly we’d like to apologise if you’re in receipt of a damaged or faulty item. We will seek to resolve this issue as soon as possible for you, as we understand how frustrating this can be. Please contact our customer service team at and we will do our utmost to rectify and send out new product as quickly as possible.
Can I return my order?
Our returns policy is very simple. If you wish to return your order, or a number of products within your order, you must do so within 7 days from receipt, and always before use. We do not accept returns for any opened items. We do not cover the cost of delivery for returns. Before returning an item, please contact our customer service team at as they will need to arrange a collection for the unwanted product(s). Please note for unwanted items there will be a collection charge of £7.00 per parcel. Please contact our Finance team on 020 8871 3424 who can take payment and then arrange collection.
There is an item missing from my order, what shall I do?
We apologise if you’re still awaiting your order. This isn’t common and we want to resolve this is fast as possible for you. To receive a refund or replacement, you must inform us after 14 working days have passed since you placed the order. If you want to chase up your order before the 14 working days have passed, please contact our customer service team at and we’ll be more than happy to help track down your order with the courier.
I want to order to a country that’s not included in the delivery options, what shall I do?
Please contact the customer service team for delivery at
Can I track my delivery?
Depending on the delivery service, tracking is given by email/text. In situations where no email/text is received please contact, who will be able to advise on tracking. Please give at least 24 hours after order is placed before trying to obtain tracking information.
Why isn't my discount code working?
There could be a number of possible reasons why your discount code might not have worked: 1. Has it expired? Do check the original offer to ensure the code is still within date. 2. Have you selected the right product or flavour? Sometimes we run special offers on certain flavours, check that you've added the correct products to your basket. 3. Have you added the right quantity? You must have already added the items to your cart for the discount to be applied. If you are redeeming a Buy One, Get One Free offer for example, then you must make sure you add at least 2 products to redeem the discount. 4. How many discount codes have you applied? You can only redeem one code per transaction, so check to make sure you haven't already got a code applied.
I forgot to use my discount code, can I still receive the discount?
Unfortunately we cannot apply discounts after you purchase has been processed.
How do I apply a discount code?
To redeem a discount code you must proceed to checkout and start entering your personal details. On the right hand side of the screen during checkout you will find discount code field where you can enter your discount code.