Frequently Asked Questions

Orders and Shipping

How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your parcel. Please allow a short time for the tracking information to become active on the courier’s website.

What are the delivery options and costs?
We offer several delivery options at various price points, including standard and express services. The exact cost will be calculated automatically at checkout based on your basket contents and delivery address.

How long will it take to receive my order?
Delivery times depend on the shipping method you selected during checkout. Please note that all delivery timeframes are estimates and commence from the date of dispatch, not the date of order placement. Processing of orders typically takes 1-2 business days.

I entered the wrong delivery address. What can I do?
Please contact us immediately if you have provided an incorrect shipping address. We process orders quickly, so we need to be notified as soon as possible to attempt to amend the details. We are not responsible for orders shipped to an incorrect address provided at checkout.

Returns and Exchanges

What is your returns policy?
We want you to be completely happy with your purchase. If you are not satisfied, you may return new, unused, and unworn items in their original packaging within 30 days of receipt for a full refund or exchange.

How do I return an item?
To initiate a return, please log into your account and navigate to your order history. Select the item(s) you wish to return and follow the instructions. You will be responsible for the return shipping costs unless the item is faulty or incorrect.

How long does it take to process a refund?
Once we receive your returned item, our team will inspect it and process your refund. The refund will be issued to your original payment method. Please allow time for the refund to be processed and appear in your account, which is usually within a few business days.

Products and Care

How should I clean my product?
Please refer to the care label attached to your product for specific instructions. Most of our products are surface clean only with a damp cloth. We do not recommend machine washing or tumble drying unless the care label explicitly states it is safe to do so, as this may cause damage.

Are your products safe for all ages?
Our products are designed with safety and comfort in mind. However, some items may contain small parts that are not suitable for children under a certain age. Always check the age recommendation on the product page before purchasing.

Why is there a slight variation in the product I received compared to the website image?
We make every effort to ensure our product images are as accurate as possible. However, due to monitor display settings, manufacturing batches, and the handmade nature of some items, there might be slight variations in color or texture.

Website and Account

How do I create an account?
You can create an account by clicking the “My Account” link. You will be prompted to enter your details and set a password. Having an account allows you to track orders, save your details for faster checkout, and create a wishlist.

I forgot my password. How can I reset it?
Click on the “My Account” link and then select “Forgot Your Password?”. Enter the email address associated with your account, and you will receive instructions to reset your password.

How do I update my newsletter preferences?
You can manage your subscription by clicking the “unsubscribe” link at the bottom of any promotional email you receive from us. You can also update your communication preferences within your account dashboard.

Troubleshooting

My discount code isn’t working. Why?
Please ensure you have entered the code correctly and that it is applied before you complete the checkout process. Also, check the terms and conditions of the promo code, as some may have minimum spend requirements or exclude certain products.

The website is not working correctly. What should I do?
We recommend trying the following steps: clear your browser’s cache and cookies, ensure your browser is updated to the latest version, and try accessing the site using a different browser or device. If the issue persists, please let us know.