Can I change my order after it has been placed?
We send orders to the warehouse as soon as they have been submitted to ensure that our fulfillment times are as fast as possible, which means that we cannot make any changes to your order once its been placed - this includes changing the product, delivery or payment details.
Your order will be dispatched and delivered as per the original order, you will then be able to either REFUSE THE DELIVERY (request that the carrier return to sender) or you can arrange for it to be returned to us. Upon receipt of the return we will issue you with a refund (providing the returned item and packaging is received in 'as new' condition). The refund will be made through the same method that was used for the original payment.
We appreciate that this is not a perfect solution and I'm sorry that this is the best that we can do when an order has already been submitted.
Can I cancel my order after it has been placed?
Please contact us and we will advise you on what we are able to do for you. We have a limited timeframe to cancel your order as we send orders to the warehouses as soon as they have been submitted to ensure that our fulfilment times are as fast as possible.
If it’s too late for Customer Service to cancel your order then you can either refuse the delivery (request that the courier return to sender) or you can arrange for the order to be returned to us. Upon receipt of the return we will issue you with a refund (providing the returned item and packaging is received in ‘as new’ condition). The refund will be made through the same method that was used for the original payment.
Please note that we are unable to cancel a Customised order but get in touch if you have any questions and we can advise you further.
If you wish to cancel your order under the UK Consumer Contracts Regulations 2013, please see our Terms and Conditions for full details.
My Coupon code isn't working.
Your coupon/voucher code needs to be redeemed when you are in the checkout. If the coupon code is not recognised, you can follow these steps to see if this helps:
- Be careful if you copy & paste the code as this adds a space at the end - this space needs to be deleted.
- Coupon codes are case sensitive - all in UPPER CASE.
- Make sure you've entered the coupon code exactly as it appears, check spacing, character errors and/or spelling mistakes.
- Make sure the coupon applies to at least one item in your basket - not all items are eligible. Check the Terms & Conditions of the coupon to make sure your order meets the requirements.
Unless otherwise stated, Promotions & Coupons will not apply to any of the parkrun range of products, and will usually EXCLUDE items already discounted, or on offer.
NOTE - Promotions and Coupons are strictly limited to 1 use per customer .
If you're still having any difficulty redeeming your coupon. please contact our Customer Service team at firstname.lastname@example.org and we'll be happy to assist.
What should I do if I receive the wrong item?
We're really sorry if we have sent you the wrong item.
Please contact our Customer Service team at email@example.com and we will help with getting a replacement to you as quickly as possible along with helping with the return of the incorrect item.
I'm missing an item from my order - what do I do?
Sometimes we don't send everything you've ordered at the same time, so first of all please check your dispatch emails from us to see if any of your items are 'to follow'.
If the dispatch note says an item should be in your parcel but it isn't, please contact our Customer Service team at firstname.lastname@example.org and we will be happy to help resolve this issue as quickly as we can.
I've received a faulty item - what should I do?
We are sorry to hear that you've experienced a problem with your item. We firmly believe in the quality of all products for sale on our site and complaints of this nature are very rare.
All of our suppliers have strict quality control measures in place and it is very disappointing to hear that you have encountered a faulty item. We are of course more than happy to investigate this.
Firstly, please contact our Customer Service team at email@example.com
We do like to ensure that any potentially faulty items are inspected by our Returns team, so we would need you to return the item back to us.
If you are in the UK you can use the following link to produce a free returns label: https://www.royalmail.com/track-my-return/create/52.
If you are outside of the UK you should arrange for the item to be returned to us using a carrier of your choice. We strongly recommend that you use a service which allows you to track the parcel, to ensure that the item is safely received back at our warehouse. You should return the item to the following address: Returns Department, Torre House, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ
Please ensure that before passing your parcel to the carrier it is clearly marked as 'Returned British Goods - No Duties Due'. Failure to do so may prevent us from being able to accept your return.
Please be aware that if you are outside of the UK you should retain your receipt for the cost of returning the faulty item. When you send this receipt to us, we will be happy to reimburse you these costs up to the following level:
- Returns being made from the EU - a maximum of £20 / €23
- Returns being made from outside the EU - a maximum of £40 / €45 / US$65 / AU$65
You should be able to find a carrier within your region offering a parcel service below these costs. If you are not able to find a carrier please send us some pictures of the damage and we will see if we can process your claim without actually receiving the item back. Please note that we are not always able to process claims of faulty goods using images alone.
After we have received the returned item our Returns team will let you know the outcome of their inspection. Please be aware that our Returns team reserve the right to refuse items if the product has been modified, tampered with in anyway or used outside of the manufacturers design or normal use. This does not affect your rights.
My parcel arrived damaged - what should I do?
We hope that the items you ordered arrived intact and in perfect condition. If the outer packaging of your parcel is open or damaged and you are able to, we suggest you check all items are present and correct before accepting the parcel. If there are any damaged items then you can refuse delivery.
If the damage only affects your parcel and you would still like to return something from that order, you can use any packing material for the return.
Please make sure to use the return documents we provided in the parcel. Please contact our Customer Service team at firstname.lastname@example.org
What happens if the price of a product has changed after I've ordered it?
Price reduction decisions are not always made in advance, e.g. Flash Sales, so if you notice a price has been reduced after your order has been confirmed but before you have received it, please contact us to discuss your order. If a price is reduced after you have received your order then we will not refund the difference.
The best way to contact us will be to email email@example.com
Customer Service operate 7 days a week
Live chat is available Monday - Friday (excluding bank holidays)
Answers to the most commonly asked questions can be found within our Help & FAQ's section.