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Help Article

Problem with Order

There is something missing from my order

We often send out orders in several different packages, so these may arrive at different times. Please refer to your despatch email to see whether there is more than one parcel for your order. Often parcels that are sent on the same day can arrive at their destination on different days.

If some of the items were unavailable when we went to pick your order then these items may have been cancelled from your order and you will have been refunded accordingly. Your despatch email will show the products that have been cancelled.

If any items are missing from your order that are not to follow or have not been cancelled, please contact our Customer Service Team as soon as possible on 01254 708068 or email and they will send it out to you straight away. Please note: you will be asked for your order number, full details and possibly further information from your invoice so please have these to hand.

My item is broken, faulty or incorrect

Please accept our apologies. We do carefully package our orders, but accidents can happen.

Should you receive a broken, faulty or incorrect item, please return the broken, faulty or incorrect goods with any original packaging, within 14 days of receipt via the usual returns process.

We cannot resend your order or refund for items until we have received back the broken, faulty or incorrect goods under any circumstances.

All products including fabrics cannot be returned once they have been used or cut into, so please check for any faults before cutting into or starting to use them. We cannot refund or resend for any items once they have been cut into or used under any circumstances.

I want to return my order

Please follow our returns process here.

Can I cancel or change my order?

You can cancel your order within 14 days of receiving your order however unless cancellation takes place before payment has been processed, this is generally within 15 minutes of order placement, your order cannot be stopped and will be delivered to you. If you wish to cancel your order within 15 minutes of order placement, please do so via telephone on 01254 708068. If you send an email within 15 minutes of order placement we may not be able to respond straight away so your order will not be cancelled in time.

To cancel your order after the 15 minutes of order placement, please either refuse delivery or follow our returns process here.

I forgot to apply my promotional code

Sorry, but we cannot add discounts to orders once the order is confirmed.

My order has been cancelled

Please accept our apologies. We try to get as much choice as possible onto our website, and occasionally we have to cancel orders when we have sold out of the relevant product. We are working hard to avoid this happening.