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Update: Customer Service & Delivery Delays

We have safely increased our staffing to cope with demand, and our teams are working incredibly hard to continue providing exceptional service.

If you are waiting to hear back from us, please know that we’ll be with you as soon as we can.

We have been informed there may be delivery delays within the Courier Post network, but we are doing everything we can to ensure your packages are promptly processed and dispatched.

Frequently Asked Questions

Our Welcome Discounts can’t be used on sale items or in conjunction with any other multi-buy offer; they are only applicable to full priced product. Welcome Discounts need to be used within their 3 month validation period.

Unfortunately our Click and Collect service is unavailable at Alert Level 2. To help us ensure social distancing with a maximum limit of customers at one time, we feel Courier Post’s contactless delivery is still the best option for our online orders. We will review this regularly and update you on any changes.

You will be able to now return and exchange items in stores during Alert Level 2. We still will be accepting returns and exchanges via courier post at our Distribution Centre. Please note we are accepting exchanges and refunds that have expired during the Alert Level 3 & 4 period.

To ensure you receive your items as fast as possible, orders are sometimes sent in multiple packages from different locations. This means that from time to time you will receive a package with only some of the items you ordered. Don’t worry – the rest of it will be processed and dispatched shortly after.

If you have received an incorrect order, or should our product present any defects, these orders can be brought back in-store for repair, replacement or refund, with proof of purchase.

We currently offer a 60 day exchange and refund period for purchases made in store or online. This 60 day period will cover most cases but we know that some people are concerned that their returns period ended during Alert Level 4. Please be assured that we will accept exchanges and refunds that would have expired during the Level 3 & 4 restrictions.

Looking For More Information?

Browse popular questions about how we are operating under the current restriction levels.


See answers to common questions around shopping, delivery, returns and exchanges and more.


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Call 0800 661 7463 Monday to Friday, 9am to 3pm.