Frequently Asked Questions
Website & Checkout
Why can I not pay with PayPal?
If you cannot checkout with PayPal from any country other than Austria and Germany, you have a restricted item(s) in your basket.
If you would like to purchase restricted items you will need to pay via Opayo (Credit/Debit card) or via bank transfer.
We cannot send ANY restricted items to Austria or Germany regardless of the payment method used.
Can I pay by bank/wire transfer?
You will need to be aware of the following if you wish to pay by bank transfer:
> Bank Transfer is a manual method of payment and you will be required to manually transfer us the total amount directly.
> It may take up to 5 business days for your payment to be fully processed and cleared
> Orders will not be dispatched until payment is fully cleared. Please do not use bank transfer if you need your order urgently
> We will contact you within 1 week of placing your order if payment is still outstanding. If there is no further response or payment your order will be cancelled.
> Payment details are included in your order confirmation email.
Stock will not be reserved whilst payment is pending.
Can I amend/cancel my order?
Please keep in mind that we often process orders on the same day they are placed so any amendments/cancellations cannot be guaranteed.
What items are restricted?
Items listed with the "Mainland UK Only" badge are unable to be sent outside of the mainland UK.
No food items can be sent to the US. Some couriers will not accept food items to other countries so these may need to be ordered seperately.
Items that are historically sensitive cannot be sent to Germany or Austria.
Some items will require proof of age before they are dispatched. These will have the "ID Required" badge on their product image.
Do I need ID for some items? How do I provide ID?
If you have provided ID before we should not require it again however if we do ask for your ID, you will be required to provide it a second time.
This is a legal requirement and there are no exemptions.
All age restricted items will show the "ID Required" badge on their product image.
You will need to send us a photo of your ID to [email protected]. Please include your order number with this email to make this process faster and to reduce any delays in shipping your order.
The ID must be for the person placing the order and must show your name and date of birth.
We are working on a way to verify age at the checkout process but until then we ask all customers to follow this process.
Delivery & Returns
Where is my tracking number?
If you wish to have tracking for your order you will need to pick either "Tracked Airmail" or a courier option.
If you have an account with us and you were logged in at the time of ordering you can view the tracking for your order by:
Logging into your account > Click 'My Account' > My Orders > View (for the order you want) > Track your order
This will open a new window with your order's tracking information.
Where is my order?
Due to COVID we ask that you allow additional time for your parcel to arrive, depending on your location. If it still has not arrived within the timeframe listed below, please contact us.
For UK Orders: Please allow an additional 1-2 business days. All next day and 24 hour services are now 1-2 business days.
For EU Orders: Please allow an additional 2-3 weeks.
For Rest Of World Orders: Please allow an additional 5-6 weeks.
Please note that these time-frames are the maximum delay we would expect and parcels are often delivered well within these periods.
Can I return my item(s)?
Please note that exchanges are only for UK customers.
(EU) What is IOSS?
IOSS (International One-Stop-Shop) is the new process for collecting VAT (Value Added Tax) for EU transactions made to companies outside of the EU
IOSS allows us to collect any VAT due on an order at the checkout process and pay it directly to the country the order is being delivered to. This removes the need for import tax and charges.
This method is only valid for orders under €150
Orders over €150 require you to pay import tax and duties and are not supported by IOSS.
(EU) Will I have to pay import charges? Why have I been charged?
To accommodate for this, we have deducted UK VAT from your order at checkout and we have opted for delivery services with the lowest charges.
Any orders made under this threshold will have their tax collected at checkout and we will pay this through IOSS.
This means orders under €150 will not have any additional charges.
There is more information regarding this in our Delivery & Returns page.
(EU) I have returned an Item that I had to pay Import Tax/Duties - Do I get my tax back?
For Non-IOSS Orders: Your refund will not include tax/duties/handling fees where you have paid a charge to receive your goods. You will need to reclaim any tax/duties from your country's government. In most cases, your refund will include your initial shipping cost.
Do you have a shop on-site?
If you absolutely need to see an item in person, please contact us and we can try to arrange something.
You can call us on 0800 772 3448
Can I get (item) made to order?
Will you buy this (item) from me?