How to place my first order?
1. To place an order, you must create an online account.
- Click on "MY ACCOUNT"
- Click on "REGISTER NOW" and enter your personal information, then click "SUBMIT"
2. Select the desired product.
Specify the quantity desired and click on "ADD TO BAG" The selected product will be automatically added to your basket.
Once your products have been chosen, click on "Go to checkout", then proceed through the order process:
> SHOPPING BAG
You have access to a summary of your order. Click "CONTINUE TO CHECKOUT"
> GIFT WRAPPING & COMPLIMENTARY SAMPLES
In this section, you can select:
- Two complimentary samples
- Complimentary gift wrapping
- Gift receipt
- Compose a personalised gift message
Click "CONTINUE TO CHECKOUT"
> BILLING & DELIVERY
- If your billing address is different from your delivery address; tick "I want to change my billing address and fill up the fields."
- Choose the delivery method.
- You can leave a delivery instruction in case you may not be at home at the time of the delivery
Click "CONTINUE TO CHECKOUT"
Choose the desired payment method and click "CONTINUE TO PAYMENT".
How do I use my promotional code?
1. Go to "Go to checkout"
2. Enter your promotional code in the box located below your basket
3. You must click "CLICK HERE TO REDEEM OFFER" to activate this code
4. Check that the promotion has been properly applied to your basket.
If you get an error message, go to the question: My promotional code is wrong!
You can redeem only one promotion per transaction; while stocks last, and cannot be combined with other promotions or discounts.
If you would like to receive our exclusive offers, register for our newsletter.
I forgot to add my promotional code to my order
Please contact our Customer Service by email (email@example.com).
Why is my promotional code not working?
1. Check that your promotional code has been properly typed in:
- in all uppercase letters
- without spaces
Which payment options do you accept?
You can pay by:
- American Express
How secure is my transaction?
The entire transaction is completed on a secure server (SSL VeriSign) and your debit/credit card number is encrypted. All information related to the payment process, including credit card details, will not be stored on our site after your payment has been processed, unless you authorise us to do.
Can I change or cancel my order?
Check the section "My Account" then "Order History":
If the status of your order is "OPEN", contact Customer Service who may be able to still change or cancel your order, by email at firstname.lastname@example.org.
If the status of your order is "PICKING", "SHIPPED", "INVOICED" or "CLOSED" it is unfortunately not possible to change or cancel your order. In this case, see the section Exchanges & Refunds.
Can I order by telephone?
No, we do not take orders via telephone.
What does order status mean?
OPEN means your order has not been processed yet.
PICKING means your order could be at any point between the warehouse preparing it and despatching your products.
SHIPPED/ INVOICED/ CLOSED means your order has left our warehouse and is on its way to you. At this stage an email confirming the despatch should have been sent to you.
CANCELLED means that your order has been cancelled either by you or by us.
HOLD means that one of your items is out of stock and we are holding your order until we receive our next stock delivery.
NEW means that you requested to have your order amended and we are currently processing your update.
Can I save items in my basket and return to them later?
Your chosen products will remain in your basket for a few days. However the products are not reserved until you reach the checkout process. Therefore we cannot guarantee that they will still be available to purchase.
How will I know if you have successfully received my order?
Once the order has been processed a confirmation email will be sent to you. This is usually within 24 hours. Please note that this may go into your junk/spam email folder if you have not shopped with us online before.
Alternatively, you can check the status of your order online by signing in to MY ACCOUNT and then clicking "Order History".