My order status is ‘Processing’, what does this mean?
If your order status shows as ‘Processing’, this means that your order has been successfully placed and we are currently working on your order. Once your order is dispatched, you will receive a confirmation of dispatch email.
My order status is ‘Complete’, does this mean it has been delivered?
No, the order status ‘Complete’ means that your order has been shipped and we do not need to take any further action. It does not mean that your parcel has been delivered.
How long will my order status show as ‘Processing’?
The length of time that your order will be processing for will depend on what you have ordered. We endeavour to ship parcels as quickly as possible but some items do have a longer dispatch time than others. Please check the product description for estimated delivery times.
General Enquiries
How do I use a promotional code?
You can enter your promotional code in your Shopping Cart in the discount code box underneath your products. Once a valid code has been entered, click ‘apply coupon’ and your code should be applied to your shopping cart.If you experience any issues, please check the terms and conditions of the code or contact our Customer Service Team through the Contact Us page.
Can I use more than one promotional code?
Unfortunately, only one promotional code can be used at a time. However, a promotional code can be combined with free delivery for all orders over £50.00.
How do I sign up to the newsletter and promotions?
To sign up to our newsletter, please enter your email address in the sign up box at the bottom of our website homepage. You can also opt into this when creating an account or placing an order with us. Our twice-weekly newsletter always contains exclusive discount codes and offers for our customers.
How can I unsubscribe to the newsletter and promotions?
In each email, there is an unsubscribe link at the bottom of the email. Please click this link and follow the instructions to unsubscribe from newsletter and promotional emails.
How can I reset my password? If you have forgotten your password then please select forgot password on the sign-in page and follow the instructions.
Returns & Refunds
Can I return my product?
Yes, all of our items come with a 14 day money back guarantee. If you wish to return your order, then you can return your product to us within 14 days of receiving it. Terms and conditions apply, please see theReturns Policy section for more details.
Please note, we are unable to accept returns for products which have been customised. We are also unable to accept returns for any Philips product that has been opened.
How do I return a product?
If you wish to return a product please contact us via the Contact Us page, with the reason for return and your order number so that we can advise you accordingly.
Please note that we can currently unable to offer free returns and your return postage expenses will not be returned to you. This can only be refunded in the case of faulty/damaged goods or if the wrong items were received. We are unable to accept returns for any item that has been removed from the original packaging or where seals are broken or tampered with. Products returned in an unsellable condition will not be accepted. Please make sure when returning an item that you securely package the item as damaged sustained in the post and returned back to us due to being insufficiently packaged may receive no refund. Please include your order number, name and address along with your reason for returning inside your returned package so we can process your return quickly.
Please obtain proof of postage from the Post Office when you send your item to us. It is your responsibility to keep the proof of postage as we may not be able to process your refund or replacement in the unlikely event that your item is lost in transit. Any item you have accepted and then return is your responsibility until it reaches our warehouse.
Our Returns Address is as follows:
Gweniss - Unineed
Unit 4 15-39 Durham Street,
Glasgow,
G41 1BS
My order has arrived damaged or faulty, what do I do?
We understand how frustrating this can be and want to resolve this as quickly as possible for you. Should the item received be in a damaged state or if you believe your goods have been tampered with in any way, then please contact us immediately through the Contact Us pageso that we can rectify the situation as soon as possible.
Please take photos of the damage to both the parcel and the item as this will be required for further investigation.
We also strongly recommend that if you are present when the item is delivered or you need to collect your parcel, please raise the matter of any damage to your local postal authority and file a damage report.If they are able to verify the damage, we will be able to resolve the matter promptly. Please note, without a damage report, we will not be able to replace or refund your order.
We will then advise you on our returns guidelines and the next steps to take.
How long will it take to process my return?
Once we receive a parcel back, please allow up to 2 working days for your parcel to be processed. Once your parcel has been processed, we will email you with a confirmation of receipt and will advise the next course of action regarding your exchange or refund.
Please note, we can only authorize exchanges or refunds once we have received the original item back to our offices. We currently do not offer a free returns service.
I have not received my parcel, can I get a refund?
If you have not received your parcel, we can only issue a refund if we either:
Receive the parcel back to our facilities, OR
Receive confirmation from our couriers that your parcel is in the process of being returned for reasons outside of the consignees control.
Please note, additional fees may be deducted from your refund if a parcel is being returned for the following reasons:
The incorrect address was entered as the Shipping Address
The parcel was not collected
You are no longer at the shipping address and have moved within the estimated delivery time
The parcel was refused due to import fees.
The additional fees deducted will be decided on a case by case basis but will not exceed £25.00.
My return was processed but my delivery fee wasn't returned, why?
If you have returned your order as you have changed your mind or are no longer wanting the items then we currently are unable to refund your postage costs for this. However, you should be refunded the full product price, unless otherwise advised.
My parcel was returned, why did I not receive a full refund?
Additional fees will be deducted from your refund if a parcel is being returned for the following reasons:
Incorrect delivery details were provided.
The parcel was not collected with the retention period.
You are no longer at the shipping address and have moved within the estimated delivery time.
The parcel was refused due to import fees.
If you paid for shipping, the shipping fees will not be refunded.
If you selected the ‘Free UK and Worldwide Shipping (No Fragrance, Aerosols and other Dangerous Goods for delivery outside the UK)’, additional fees will be deducted from your refund to cover shipping and return costs. Depending on the size and value of the parcel, this may be up to £25.00.Please note, the amount deducted will be decided on an individual case basis.
Can I return a Custom Made Item?
Unfortunately, we cannot accept items that have been Custom Made to your specification.
I received the wrong item, what do I do?
If an error should occur, please notify us immediately on the Contact Us pagewithin 48 hours of receiving the goods and our customer service team will work efficiently to ensure it is resolved with as little inconvenience to you as possible.
To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 working days from the day on which you received the item.
How can I cancel my order?
If you wish to cancel your order, please contact us as soon as possible via email or through the Contact Us page.
Please note that we cannot guarantee your order will be cancelled as it may have been shipped before we receive your message.
In this case, then you can use our 14 day returns policy to return any unopened products to us.
Why has my order been cancelled?
An order may be cancelled for a number of reasons.
The most common reason for cancellations is due to an unsuccessful payment. Please double check with your bank/payment provider if this is the case.
Your order may also have been cancelled due to a stock issue. If this is the case, we will try and contact you regarding this to offer other options if available or to notify you of this cancellation
If you are unsure why your order has been cancelled or have any questions then please contact us.
VAT & Customs Tax
Am I able to get a VAT refund for my order?
All prices shown on our website include UK VAT at 20% where applicable. We pay VAT directly to UK Customs.
Unfortunately as we are currently an online only company based in the UK, we are currently unable to refund the VAT on your order. This is because we are not currently entitled to by HM Revenue and Customs. If you have any questions regarding this then please contact us.
I have been charged additional Import Taxes, can this be refunded?
If you receive additional import taxes, please let us know as soon as possible through the ‘ Contact Us ’ page . We are able to refund up to £20.00 of additional import taxes applied to your parcel. Please note, we are only able to refund fees once we have received a copy of the charges from Customs. The amount refunded is based on each individual case.
Delivery
How long does it take to dispatch my order?
We aim to dispatch all orders as soon as possible.
We are normally able to dispatch most orders within 1-2 working days. Please note, there are longer dispatch times for certain products that are on backorder. As our items are handmade this may take up to 4 weeks in extreme cases. Please check the product description for accurate dispatching time.
Please also note that our working hours are Monday to Friday, 09:00-17:00 GMT, excluding bank holidays and public holidays. If an order is placed on a non-working day, we will collect your order on the next working day.
Once an order has been placed, we are unable to change your delivery address. This is for security purposes. If the delivery address on an order is incorrect, please contact us as soon as possible on +44 (0) 141 554 8056 or use our Contact Us page.
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Why haven’t I received my order?
After we have shipped your order you should receive an email to confirm your shipment details. Every order is tracked and you will be sent a tracking number for this. If not delivered, it is most likely that the courier have attempted delivery when you were out. They should leave a card to notify you of this. If not collected from your local sorting office, then your parcel will be returned to us and we will notify you of its receipt.
I still haven’t received my parcel, what happens now?
We send all of our parcels via a Royal Mail, UKMail or Landmark B-Post service. Rules and regulations for these services stipulate when a parcel can be classed as missing and when we are able to investigate this further with the postal service. For UK parcels, please allow 20 days after shipment before contacting us if you haven't received your parcel. For international parcels, please allow 40 days after shipment before contacting us if you haven't received your parcel. We would then investigate this and try to resolve this for you as quickly as possible.
We appreciate that it can be frustrating when you are waiting for something to turn up, however these are set rules and regulations for us to follow. We must be notified of a missing parcel within 6 months of the item being completed (dispatched). If you believe your parcel to be missing please contact our Customer Services Team for more information.
My parcel hasn't moved for a few days. What should I do?
We strongly recommend that you always track your parcel. Once your parcel cleares EU Export Customs, it is then shipped to the country of destination. Once your parcel arrives in the destination country, it will then need to clear Customs. This can take up to 10 working days and is not included in the estimated dispatching time.
It is perfectly normal to not see any tracking updates until your parcel clears Customs. If there is no movement after 10 working days, please contact us.
