FAQ
Order Questions
Where is my confirmation email?
Please double check in your spam folder. If you can’t find it, please do get in touch with us. We will check that we have your correct email address and resend the order confirmation email.
Has my order been dispatched?
You will receive an email with tracking information once your order has been dispatched, please double check your spam folder.
If you have not received an email and you have ordered a while ago please get in touch and we will see where your order is.
Can I change my delivery address?
We send our kits to the address included in the confirmation email, please double check these details once you have placed your order. We can only edit your shipping address if the order has not yet been labelled.
Our packing team is often very speedy in getting your order packed so it is not always possible for us to change your address.
Please drop us a message with your order number and the correct/new address and we will try our best to amend this!
I'd like to cancel my order
Need to cancel your order? If you have already received a dispatch email, your order is on its way to you, so we would be unable to process a cancellation.
If you haven’t received a dispatch email yet, please drop us a message with your order number and our Customer Team can process a cancellation.
I never received an order confirmation email
You should receive an order confirmation from us at the email address you provided when completing your purchase.
If this is not the case, please check your spam folder. If you can’t find it there, please get in touch and we can check if we have your correct email address and resend the order confirmation email.
Delivery Questions
Has my order been shipped?
You will receive an email with tracking information once your order has been dispatched. If you haven’t received this after 1-2 working days, please get in touch and we will see where your order is.
How long will it take to arrive?
Please see below the estimated shipping times depending on the service you selected at checkout:
We complete the production of your order within 3 days after you place it, and then we begin shipping.We can ship across the US in 5-12 days.
For more information on delivery, please see our shipping policy.
My parcel says it’s been delivered but I haven’t got it?
If the tracking details state your order has been delivered but you can’t find it, please consider the following:
– Has the package been left in a safe place?
– Has it been delivered to one of your neighbours?
– Has the correct shipping address been provided?
– Has the courier left a calling card?
Still no luck? Please get in touch with your order number and we will do our best to help locate your parcel.