A person reads every message. Most are answered within one working day.
Get in touch
Email — {{SHOP_EMAIL}}
The best way to reach us. Written questions get written answers you can refer back to.
Phone — {{SHOP_PHONE}}
Post — {{SHOP_ADDRESS}}
Before you write
You will get a faster answer if you include:
- Your order number, if your question is about an order
- The email address you ordered with
- Photographs, if something arrived damaged or does not look right
What we can help with
Order status — where your parcel is and when it should arrive. Tracking updates can lag behind the parcel itself, so if the tracking looks stuck for more than a couple of days, ask us.
Changing an order — we can usually amend an address or cancel an item if it has not shipped. Write immediately and we will try.
Returns — email us with your order number and we will confirm the return address. Please do not send anything back before we reply, or we may not be able to match it to your order.
Something arrived damaged — send photographs of the item and the packaging. We resolve these ourselves rather than sending you to the carrier.
Product questions — sizes, colours, materials, or whether something suits what you actually need. If it does not, we will tell you.
Advice before buying — describe what you are trying to do and we will point you at the right option, including a cheaper one if that is the right answer.
Response times
| Within 1 working day | |
| Phone | Immediately, during opening hours |
| Returns and refunds | Confirmed within 2 working days |
| Complex or technical questions | Up to 3 working days |
We do not answer on public holidays. If you write over a weekend, expect a reply on the next working day.
Business enquiries
Wholesale and trade — {{SHOP_EMAIL}}, with your business details and what you are interested in.
Press — {{SHOP_EMAIL}}. We are happy to supply photographs and product information.
Suppliers — we do read every pitch, but we add products slowly and rarely. Tell us what makes yours different rather than sending a catalogue.
Complaints
If something has gone wrong, say so plainly and we will try to fix it. Write to {{SHOP_EMAIL}} with your order number and what happened.
If you are not satisfied with how we handled it, ask for it to be escalated and someone else will review it.