Change or cancel an order
We're sorry that it's not possible to make changes to your order once it has been dispatched which is usually the same day.
However if it has not been dispatched and if you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on +92 324 2325554 available 24 hours a day, 7 days a week, or email us at email@example.com. Please be ready to quote your order number and order date.
If you would like to add items after your order has been placed you can contact us on +92 324 2325554 or email us at firstname.lastname@example.org before it has been dispatched. If you would like to add items after dispatch, you would have to place a new order.
Track your order
To check your order status, just sign in or register at the top of the page, then click on My Account followed by View orders.
§ Order received means your order hasn't been processed yet
§ Order processing means your order could be at any point between the warehouse receiving it and despatching your goods
§ Despatched means your order has left our warehouse. You'll receive an email confirming despatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse. In the case of products such as furniture where there is a long lead time, "Despatched" means that you've been charged for your order, and you'll be notified of delivery separately
§ Cancelled means your order has been cancelled either by you or us
If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email us at email@example.com or telephone on +92 324 2325554 available 24 hours a day, 7 days a week.
Missing, incomplete or damaged orders
If your order hasn't arrived, or arrives incomplete, first of all please view your order online. If your order has been despatched but hasn't arrived within the expected time period, please email please email us at firstname.lastname@example.org or telephone on +92 324 2325554 available 24 hours a day, 7 days a week.
If you've more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email or call us as before.
If your order arrives and the goods are damaged, follow our Returns procedure or call us on on [Insert number].
We want you to be happy with your purchase. If you're not, we will monitor it closely and any item that is faulty can be returned for a refund. Please see below for products excluded from this policy.
Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below.
Terms & conditions
§ If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 14 days of purchase
§ If you return your item to one of our shops and you'd like a refund but don't have your receipt, order confirmation or delivery note, we'll give you gift vouchers to the value of the current selling price. Ordinarily if you have your receipt or delivery note we'll refund the original debit, credit or charge card used to purchase
§ It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused
§ We'll refund any delivery charges you've paid if you return an entire order (UK orders only)
Products we're unable to cancel, refund or exchange
We can't offer refunds or exchanges, unless faulty or not as described, on the following items:
§ products which have been personalised for you, such as stationery or gifts
§ perishable goods such as flowers and food
§ any item of which the seal has been opened
Where a product has been specially ordered for you, unless faulty, we're unable to refund or offer an exchange. We're unable to accept cancellations for these orders, unless within 48 hours of the order being placed. We'll make this clear when you place your order.
This does not affect your statutory rights.
You can make returns using TCS courier service and send them back to us. We reserve the right to access the quality and the terms of the refund.