Frequently Asked Questions
HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?
Once you've placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 30 minutes to arrive in your inbox- so hold tight! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.
WILL I RECEIVE A CONFIRMATION EMAIL WHEN I PLACE MY ORDER?
Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add firstname.lastname@example.org to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email please contact us.
CAN I MAKE CHANGES TO MY ORDER? (E.G.ADDRESS)
Unfortunately, once you've placed your order it is not possible to amend any details, as our warehouse team will have already started processing your order.
CAN I CANCEL MY ORDER?
To make sure you receive your items ASAP, we start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel it.
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
We're sorry to hear that you've received an incorrect or faulty item. Please send us a message with your order number, the name/product code of the item you were supposed to receive and any further details. To return an item please follow the steps stated in ‘How do I return an item?’ and we'll do our best to resolve this for you.
WHY CAN'T I FIND AN ITEM THAT WAS ADVERTISED?
Oh no! This is probably because our advertised products usually sell out very quickly so it may be that they are no longer in stock! But please keep an eye on our Back In Stock section as we are constantly updating it!
DO YOU MAKE CUSTOM ORDERS?
Unfortunately no. At the moment we are not able to take custom orders.
DO YOU HAVE AN ACTUAL STORE I CAN COME VISIT?
Nope, no bricks & mortar for us. But although we only exist online, there are still tons of ways to stay in touch with us.
WHAT IS YOUR RETURN POLICY?
Your happiness is our priority. We are thrilled to have you as a customer and want you to have a dazzling shopping experience with us! If you are not satisfied with your purchase, please notify us within 48 hours after delivery. Returned items need to be in their original condition without signs of wear, damage, or alteration. This includes gift boxes and velvet pouches. Unfortunately, we can’t accept returns any other way.
If any order items are damaged during transit contact us immediately for assistance within 24 hours days. Do not accept tampered packages. We are not responsible for lost or stolen items or products taken elsewhere for repairs, engraving or alterations of any kind. We do not offer returns or exchange on used items.
HOW LONG DO I HAVE TO RETURN AN ITEM?
Please return unsuitable items within 7 days of receiving your order. Please return items in their original packaging. For a full breakdown on what items are eligible to return please see ‘WHAT IS YOUR RETURNS POLICY?’.
HOW MUCH DOES IT COST TO RETURN AN ITEM?
We're sorry but we are unable to offer a free returns service. Returns must be made at your own cost.
WHAT DO I DO IF MY PRODUCT IS FAULTY?
Sorry you have received a faulty item! So we can get this sorted, please contact our Customer Services with a picture of the faulty item and your order number using one of the methods you can find here
HOW LONG DOES IT TAKE TO PROCESS MY REFUND?
We aim to process your return ASAP, but on occasions it may take up to 21 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 30 days of returning the item(s), please contact us.
DO YOU REFUND THE SHIPPING CHARGE?
Unfortunately we do not refund postage/shipping charges.
CAN I EXCHANGE AN ITEM?
Unfortunately, we are currently unable to process exchanges considering we are listing one exclusive limited edition product for our launch.
DO YOU HAVE EMI OPTION ?
Unfortunately no, not at the moment.
WHAT DOES PAYMENT REVIEW MEAN ?
If your order has gone into payment review it means payment has not been received. This can happen for a few reasons, but don't worry, your card won't have been charged!