We want to keep you safe online so your account may be automatically locked if there are too many unsuccessful log-in attempts. If you have entered an incorrect password more than 3 times, then your account will be locked. You will need to reset your password via the following link.
Please note a password link will be sent to your email address and you will have 30 minutes to log in and change your password.
If your experiencing payment difficulties on our website please be aware, if more than 3 attempts your card will be blocked to make a purchase on our website. This is in-line with our security when shopping online. Please ensure all details are entered correctly and not auto filled. Also, the name on the card must be entered exactly as appears on your card that your using.
If your account is locked, then please contact us.
Currently, our click and collect service is still available at all our participating stores. We are not currently offering our in store Next Day Click & Collect service. Orders placed after 6pm may take up to 7 working days to arrive in store.
First, it’s worth double checking your order is definitely late – we allow some extra time during busy times of year. Read our delivery policy here.Keep a look out for these emails to check whether your order is definitely late. When looking out from emails from us, please ensure you also check your junk or spam email folders.
Our courier will make 2 attempts to deliver your order. If we’re still unable to get your order to you, we may have returned it to our warehouse. In this case, we’ll contact you and you’ll automatically get a refund.
If you haven't received your parcel, a calling card, or an email from one of our couriers please contact us. For security, please ensure you have your order number to hand when contacting our customer service centre.
Our standard 30 day returns policy applies to all purchases.
In line with our returns policy, please ensure items are unused and in their original packaging with tags still attached alongside your proof of purchase, such as your store receipt, delivery note or order confirmation email.
If you would like to return your order, you can use the following methods.
We'll start processing your refund as soon as we receive your returned items. If you returned your items to a store it could take up to 5-7 days for your refund to show in your bank account. Postal returns can take up to 14 days to be refunded and if you paid with PayPal it could take up to 30 days.
If these FAQs haven’t answered your query, you can find more general FAQs by visiting our help centre.
We are experiencing a high level of demand across our services, thank you for your patience.
Telephone - 0800 028 6658
Lines are open every day 8am – 8pm.