FAQs

TOP QUESTIONS

Where is my order?

Your order number will be on your dispatch email, parcels can only be tracked after they've been dispatched. The tracking number can be found on your email.

Delivery times

We usually dispatch your order within 1 to 3 days.

For National orders within Spain delivery times are between 3 to 8 days. For International orders delivery times can take up to 4 - 5 weeks.

Can I cancel or edit my order?

As soon as you place your order, we’re on it – Unfortunately this means we will be only able to cancel your order within 2 hours of placing your order.

I received a faulty item what do I do?

We will get this fixed for you ASAP. Please send us an email with the following information:

  • Your name

  • Order number

  • Product name

  • Description of the fault

We need you to attach an image of the faulty item in order to take further steps, without a photo we are unable to help.

My tracking is showing that my parcel is being returned to sender, held by customs or stuck from 2 weeks ago at the courier centre.

RETURNED TO SELLER:

The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us you can wait for your parcel to come back and we will give you a refund when it does. A typical refund will take up to 20 days, that’s 15 days for the parcel to arrive back to us and our processing time with up to 5 days to make its way through the banking system. If the carrier was unable to deliver the parcel it may be worth checking out the carriers app as many carriers will allow you to add instructions for the driver or a preferred safe place / neighbour for your parcel to be left with if you're not in. We are not held for parcels not collected due customs.

HELD BY CUSTOMS, STUCK AND / OR RETURNED TO SELLER DUE NOT COLLECTED AT CUSTOMS BY BUYER.

If your parcel is returned to us due import duties not paid by buyer we are not responsible for any damage or loss due held time or any extra fees not paid by buyer. If your parcel is held by custom, contact your carrier. Sometimes parcels needs to be cleared and can take up to 2 weeks. After 2 weeks, please contact us.