FAQ

Payment

  • What payment methods do you accept?

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal or Amazon Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Ordering and delivery

  • Can I place an order without creating an account?
  • Where is my order confirmation?
  • Why has my order been canceled?
  • How do I cancel my order?
  • Can I alter my order?
  • What countries do you ship to?
  • Can I track my order?
  • How do you maintain the cold chain?
  • Are the Products shipped chilled/frozen ?

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.yourstorename.com/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at sales@yourstorename.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via sales@yourstorename.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

What countries do you ship to?

We ship to most regions worldwide. Please check this detailed breakdown (add link) before ordering to make sure we can deliver to your geographical location.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

How do you maintain the cold chain?

Chilled/fresh goods are shipped with cool packs. Frozen goods are shipped with dry ice.

Both are packed in a special cooling bag, which is placed in a double-walled box and shipped via DPD Food Express. DPD Food ensures that fresh food arrives quickly, conveniently, and reliably, with a high priority on safety and hygiene.

Are the Products shipped chilled/frozen ?

Chilled/fresh goods are shipped with cool packs. Frozen goods are shipped with dry ice.

Both are packed in a special cooling bag, which is placed in a double-walled box and shipped via DPD Food Express. DPD Food ensures that fresh food arrives quickly, conveniently, and reliably, with a high priority on safety and hygiene.

Returns

  • Can I return or exchange an item?

Can I return or exchange an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges. If you’re unsure about clothing sizes, we recommend ordering the two closest matches and returning the one that doesn’t fit.

Misc

  • Do you sell gift vouchers?

Do you sell gift vouchers?

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead for the value of $10, $20 or $50.