Account

1
How do I register as a member?

You can click the "Sign Up" button at the top right and follow the instructions to enter your name, email address, and set a password to complete your membership registration.

2
How do I change my login password?

You can update your password via "My Account" > "Account Settings" > "Change Password".

3
How do I reset my password?

Please click "Forgot Password" on the login page and enter your email address. We will send you a password reset link.

4
What should I do if I cannot log in?

Please verify your email address and password. If you've forgotten your password, click "Forgot Password" to reset it. You may also try clearing your browser cache, refreshing the page, or using a different browser.

5
How do I delete my account?

To delete your account, please go to "My Account" > "Account Settings" > "Delete Account". Your personal data will be handled in accordance with relevant privacy laws.

6
How do I share my shopping experience?

We value your feedback. You can share your experience through "My Account" > "Feedback".

Promotions

1
How do I get discount codes?

You can subscribe to our newsletter at the bottom of our website or follow us on Instagram for the latest promotional offers.

2
Can discount codes be used together with free shipping?

Free shipping will be applied when the order amount meets the threshold after the discount code is applied.

3
Can I use an expired voucher?

Discount codes must be used within their validity period and will automatically expire after the end date.

Payment

1
Can I place orders and make payments by phone?

We only accept online orders and payments, supporting credit cards and electronic payments.

2
How do I complete my order payment?

After adding items to your cart, provide delivery instructions, then proceed to checkout to fill in your shipping and payment details.

3
Do you accept cash payments?

We only accept credit cards, debit cards, and electronic payments. Cash payments are not accepted.

4
What payment methods do you support?

We accept American Express, Visa, Mastercard, Maestro, UnionPay, Discover, Diners Club, Apple Pay, Google Pay, and Shop Pay.

5
What should I do if my payment fails?

Please verify your credit card details and available balance. Try refreshing the page or using an alternative payment method.

6
How can I obtain my order invoice?

Your invoice will be automatically sent to your email after purchase. You can also download it from "My Account" > "Order History".

Order

1
How can I modify my order?

Please contact Customer Service to request order modifications before shipment. Changes cannot be made after the order has been shipped.

2
How do I cancel a paid order?

Please contact Customer Service to request order cancellation. Cancellations cannot be processed after shipment.

3
What happens if an item in my order is out of stock?

We will notify you by email. You can choose to replace the item, cancel the out-of-stock item, or cancel the entire order.

Delivery

1
How do I qualify for free delivery?

Orders of £55 or above qualify for free delivery. A £6 delivery fee applies for orders below the threshold.

2
How are orders delivered?

All orders are handled by our logistics team and will be arranged for delivery within 1-5 working days after payment confirmation, to your specified address.

3
When will my order arrive?

Orders will be arranged for delivery within 1-5 working days after payment confirmation. Orders confirmed before 6am will be processed the same day; later orders will be processed the next working day. Deliveries typically arrive on the processing day, though actual delivery times may vary depending on order volume.

4
Can I arrange same-day delivery if I missed the cut-off time?

Orders placed after 6am will be processed the next working day. For special requests, please contact Customer Service and we will do our best to assist.

5
What if I'm not home during delivery?

If you expect to be away during delivery, please provide delivery instructions at checkout indicating a safe place for your package. For extended absences, please contact Customer Service to arrange an alternative delivery date.

6
How can I track my order?

We'll send you email notifications about your order confirmation, payment, and shipping status. You can also check your order status through "My Account" > "Order History".

7
Why haven't I received my order?

Orders are arranged for delivery within 1-5 working days after payment confirmation. If you haven't received your order after 14 days, please contact Customer Service within 21 days.

8
How do I report delivery issues?

Please contact Customer Service within 30 days of delivery to report any delivery issues, and we'll follow up accordingly.

Exchanges, Returns and Refunds

1
Can I request a return or exchange if I change my mind, ordered incorrectly, or receive items close to expiry?

We only accept returns or exchanges for incorrect deliveries, defective items, damaged goods, or quantity discrepancies. We cannot accept returns based on personal preferences.

2
The product looks different from the website image. Did I receive the wrong item?

Product packaging and ingredients may change due to manufacturer updates. We recommend checking product labels before use. If you believe you've received the wrong item, please contact Customer Service within 30 days.

3
What should I do if I receive defective or damaged items?

Please contact Customer Service within 30 days of delivery with photos and details of the defect or damage, and we'll arrange a return or exchange.

4
Can I request a return or exchange after 30 days?

Due to quality assurance, return or exchange requests must be made within 30 days of delivery. Requests after this period cannot be accepted.

5
How long does the refund process take?

Refunds will be processed within 10 working days after confirmation. Funds typically appear in your account within 1-2 working days.