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Q: What are your collection times?
A: You can collect from us Tuesday 11am-1pm, Wednesday 12pm-2pm and Thursday 4.30pm-6.30pm.
Q: Can I pick my parcel up outside of your collection time
A: Unfortunately we can only give parcels during our stated collection times. We are on online business only with limited collection times, and outside of collection times, we may not be fully staffed, we may be recording live material, or may not have parcels ready as we work to have everything ready for our collections times.
Q: How do I organize my return?
A: When you receive your parcel you will see that you have a DOCUMENTS ENCLOSED wallet. This contains the details of your order, and on the reverse is your returns slip. Please complete the slip and pop into your parcel. Seal up your parcel and either drop it off to us within our collection times, or post back to us as soon as possible.
NOTE: Please see full returns policy here
Q: When can I return my items?
A: You can return items in person during our collection times only – alternatively you can post your parcel back to us.
Q: Can someone else pick my parcel up?
A: Anyone can pick your parcel up, but they MUST have your name and order numbers to enable them to collect.
Q: I forgot to apply my discount code, what can I do?
A: You need to place any discount codes in the discount code field on the checkout page. Once your order has been processed it cannot be added on at a later date. Please see full Discount Code T&C's for more information.
Q: My discount code isn’t working?
A: There are various reasons why your discount code may not be working:
Please make sure you have checked all of the above options and if you are still experiencing problems, feel free to inbox us or email us. Please see out Discounts section here
Q: If I return an item will I get a refund?
A: Full price items will be refunded back onto the method with which you paid. Sale Items are refunded on to an Online Store Credit which comes in the form of a Gift Card. Full details can be found on our Returns Policy.
Q: I can’t collect during your collection times, what should I do?
A: You can ask someone else to pick up for you.
Q: How long does it take for a refund to go back into my account?
A: Once processed and you’ve received your returns confirmation, your refund leaves our bank within 1-2 days, and should appear in your account within 2 to 7 days depending on your bank. Please take into account Bank Holidays and weekends which can affect this process.
Q: Can I exchange an item?
A: We don’t offer exchanges, as all stock is live online and may not always be available. You will need to return your item and then reorder your alternative choice
Q: Can my parcel be posted out to me?
A: We currently post out to anywhere in England, Scotland and Wales.
Q: I’ve paid postage but want to collect?
A: Once orders have been processed they cannot be amended. If you have paid postage but need to collect, please email us at email@example.com, and we will see if this is possible. It will depend whether your parcel has already been picked up by our courier. Please see full details on our Pick Up and Shipping page on the website
Q: I asked for pick up but now need postage what should I do?
A: Please see above, and refer to the Pick Up and Shipping page on our website
Q: If I’ve made a couple of separate orders, can they be posted out together?
A: We cannot combine orders, as each parcel will have it’s own tracking and shipping references and weights etc.
Q: My item is faulty, what should I do?
A: In the event that you receive a faulty item, you must email us as soon as possible at firstname.lastname@example.org, explaining the fault and accompany this with a picture if at all possible, and we will do our best to resolve the issue. You have 28 days from the date of purchase to return faulty items. Please see full details on the Returns section of our website
Q: I didn’t get a notification that you were live, how can I sort this out?
A: Make sure that you LIKE and FOLLOW our page on Facebook.
Click the three horizontal dots under the heading picture to access FOLLOW SETTINGS, and select that you want notifications when we go live, post etc
Q: How do I sign up to the newsletter?
A: Go to the website, and create an account with us. Make sure you fill in all the required details.
Q: How do I receive VIB points?
A: Once you have an online account with us, you will automatically earn VIB Reward Points. Learn more about our VIB Club here
Q: I've changed my mind about an item I ordered on a Buy Live, what can I do?
A: When you comment to buy on one of our live shopping events, that stock is then assigned to you and made unavailable to other shoppers. This is no different to you purchasing from the website; when you comment you commit to purchase. Any items not required after the live event has finished will still be invoiced, and will need to be returned for a credit note as stated in our returns process, which you can read more about here.