Customer Care

COVID-19 FAQs


Can I continue to place orders?

In line with recent government guidelines, and for the health of our community, we have taken the decision to temporarily pause delivery services and close our warehouses. However, you can continue to shop and have your order delivered once our warehouse reopens soon. Here is how:

1. Add items to your Shopping Bag and proceed to checkout as usual
2. Your card will be charged 5 days after you place an order
3. We will send your purchase when our warehouse reopens, and you will receive an email once it has been shipped from our warehouse
4. If you change your mind, you can cancel your order at any time before your order is shipped, from the Follow Your Order page or by contacting us.

Will my order arrive late?

In line with recent government guidelines, and for the health of our community, we have taken the decision to temporarily pause delivery services. As a result, your purchase will be shipped when we re-open our warehouse.
You will receive an email as soon as your order has been shipped.
If you’d like to cancel your order, you can do so at any time before your order is shipped, from the Follow Your Order page or contacting our Customer Care

How do I return if the warehouse is closed?

In line with recent government guidelines, and for the health of our community, we have taken the decision to temporarily pause delivery services and close our warehouses.
We kindly ask you to please defer the return of your purchases. You will have 60 days to decide if you want to keep them.

Can I cancel my order?

You can request to cancel your order at any time before your order is shipped, from the Follow Your Order page or by contacting our Customer Care.

Your credit card will be charged 5 days after the order has been placed. If you cancel your order before this time, you may see a pending charge on your card known as a ‘pre-authorization’ which should disappear within 10 working days.
If you request to cancel your order after 5 days, we will issue a full refund to the card used for purchase.

Why has my order been cancelled?

In line with recent government guidelines, and for the health of our community, we have taken the decision to temporarily pause delivery services and close our warehouses. As a result, we have changed the way of ordering and we have had to cancel your order.

However, you can continue to shop and pay using credit card or your Moneyoox, if available.
Your credit card will be charged 5 days after the order has been placed. If you cancel your order before this time, you may see a pending charge on your card known as a ‘pre-authorization’ which should disappear within 10 working days.
If you request to cancel your order after 5 days, we will issue a full refund to the card used for purchase.

Your order will be shipped once our warehouse reopens soon.

CONTACT US