Order Issues

Find answers to common order issues in our order issues FAQ section. Learn about order status, payment issues, shipping problems, and more. Get help with your order and make sure everything goes smoothly.

I have received the wrong item.

In the event of receiving the wrong item, please contact our customer service team who will amend the situation promptly.

My item says delivered but it's to the wrong place.

For our orders to the US, we send via Transglobal express. They are a courier company who partner with DHL and USPS to deliver your item. During the entire process, the parcel will be handed to various teams. Each team needs to take delivery of the i

My tracking shows that my parcel is stuck at customs

Please note that as of July 1st 2021, customers in the EU will need to pay duties & VAT. The prices shown on our website do not include VAT. If your item appears to be stuck at the border, please contact your local courier or customs office to help r

Can I cancel or change my order?

Due to the speed of our shipment, on purchasing an item, you have only 2 hours to cancel the order. Please contact our customer service team and they will confirm cancellation.

My tracking number isn't working

If for whatever reason your tracking number doesn't seem to be working, please contact our customer service team via the chat or email.

What happens if my product is faulty?

If you find your product is faulty, you can get in contact with our customer service team by email. You will need to provide your name, order number, the item that is faulty and include pictures of the issue. We aim to respond within 12 hours (on bus

What do I do if my item is delayed?

Before reaching out to the team for help, please check whether your parcel falls within our shipping times in the section below, or by visiting our shipping policy here. In the unfortunate event that your item is delayed, please contact our customer

When will my personalised item be dispatched?

All personalised items are embossed in our studio on a Friday and despatched the same day.