FAQs

Delivery times

Please allow a minimum of one full working day for dispatch.

We offer a variety of tracked and untracked shipping services.

Please allow up to 1-3 days for UK deliveries, 4-12 days for European deliveries and 5-20 days for all other International deliveries.

You must contact us within 8 weeks of the dispatch date to inform us of any delivery issues.

Returning items

If you wish to return an unwanted item, contact us with your order number. We will reply with further instructions.

Our returns policy is valid within 28 days of receipt. If 28 days have passed we cannot offer you a refund.

* To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging including shrink-wrap (if applicable).

* Please note that it is the customer’s responsibility and cost to return items. Upon receipt and inspection of these items, store credit or a refund will be processed.

* If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We offer store credit or a refund to the original payment method for the full value of the item excluding postage.

* Downloadable or discounted (“Sale”) products are non returnable.

Where is my order?

Please check on the product description if the item is highlighted as a pre order.

A lot of our new releases are on sale as a pre order and will ship out with the aim of being delivered on the given release date.

Can I change my address?

If your order is a pre sale, that hasn't been dispatched yet, make sure you contact us as soon as possible so that we can update your delivery address.

Unfortunately, we are not able to manage your address once your order is dispatched.

If your order fails to be delivered, it will return to us and we will contact you for further information.

Can I cancel my order?

Purchases (including pre orders) can be cancelled if items have not been shipped.

We can send you store credit for the value of your whole order. Alternatively, we can issue a refund. We are charged a transaction fee of 1.9% (on the total order) + 30p. This fee will be deducted from your refund.

Please note that we check customer services emails every working day, however, if an item is dispatched via our automatic system before we respond to your email, we are unfortunately unable to cancel it.

Please contact us using the below form.

Can I add items to my order?

We are unable to add items to an existing order. If your order is unshipped we can cancel your order so you can place a new order.

Please contact us using the form below.

Will I get charged Customs?

We are registered with IOSS to pay VAT on all EU orders. Therefore if you live in an EU state you should not be charged local VAT and customs unless your order has a higher value than €150.

If you incur a duty charge, we request that you make a payment in order to receive your parcel. Once you have made this payment contact us to arrange your duty charge refund. If you have further questions regarding this please contact us for more information.

Please note that if you refuse to receive your order and it is returned to us we won’t be able to issue a full refund for it. Shipping and handling fees will be charged.

For dispatch to countries outside of the UK and EU, VAT will not be charged. These packages may however be assessed for import or customs fees or local VAT, depending on the laws of the particular countries.

We are not able to take responsibility for individual duties or local taxes. If in doubt, check with your local customs office for tax rates and import fees.

Due to legal reasons, we’re not able to mark orders as zero value or gifts for the intention of avoiding these fees.

You must contact us within 8 weeks of the dispatch date to inform us of any delivery issues.

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