Once you have confirmed an order online, it enters the logistics process and you can no longer add products. You will need to place a new order and pay the corresponding shipping costs. 

If all the products in your order were in stock at the time of purchase, or if your order exceeds £500, we will dispatch your order within 1 to 3 working days.

Otherwise, please check your order history in your account, where the restocking dates for each pre-ordered product are indicated. We will ship your order as soon as we receive all pre-ordered products.

If all restocking dates have been exceeded by more than 3 days and we have not notified you of a possible delay, please contact us for more information.

You can request to cancel one or more items in your order if it has not yet been shipped or prepared. Otherwise, you will need to return the item to us at your own expense upon receipt.

To request a cancellation: go to your account, select ‘My orders’ and then “Details”. Click on the ‘Make a complaint’ button. If the status of your order allows it, you will be able to select the ‘Cancel my order’ option.

Go to your account, click on ‘My orders’ and then click on ‘Details’. You will find out more about the status of your order and you will find your tracking number and a link to the carrier's website. All the information is provided there, but if not, please contact us.

If the order is shipped by Chronopost, you should receive an email and/or text message with the delivery information. 

If the order is shipped by another carrier, the transport company will contact you to arrange a delivery date and time slot. This may take between 2 and 5 days after the date of dispatch from our warehouses.

First, look at the delivery note that was sent to you by email and that you can find in your order history.

If the product is not listed on the delivery note : it is because it was not in stock and the date of restocking is indicated in the history of your order.

If the product is listed on the delivery note and you have not received it : go to the details of your order from your account and click on the button "Add new incidence". Remember to specify if you have made a reservation with the carrier and under what conditions the package or pallet was. Ideally, attach a photo of the condition of the parcel / pallet.

First, make a damage claim to the carrier with a maximum of detail, take a picture of the package and the state of the product.

Then, go to My Account under "My Orders". Enter the concerned order and click on the button "Add new incidence". Remember to attach your photos.

We will contact you within 24 to 48 hours.

It is possible that our logistics department made a mistake. Go to the details of your order from your account and click on the "Add new incidence" button and select "I did not receive the right product" by sending a picture.

Our Customer Service will send you a return label and will send a carrier to your home to collect the wrong product. At the same time, we will send you the right product.