If you experience any problems with using the website or when ordering something from our online store, please drop us a line at – firstname.lastname@example.org – but please check the FAQ section below in case your question has already been answered. If you still need to talk to us directly then feel free to get in touch, we’ll be happy to help you.
If email’s not your thing, then call +44(0)2087727600. Our office hours are 10am to 6pm UK time Monday to Friday.
Q. I didn’t receive an order confirmation. What should I do?
A. If you have not received an order confirmation, don’t panic! So long as you received a confirmation from Worldpay or Paypal, we will have received your order. If you want further clarification then please email us with your full name, billing address and order and we will be happy to confirm that it has been received at our end.
Q. I have bought pre-order and available products together in one go. When will I receive my order?
A. If you have ordered pre-order products as well as available products, the whole order will be dispatched to arrive on the release date of the pre-order. Please order other items separately if you can’t wait until the release date for delivery.
Q. Where is the tracking number for my order?
A. If you have chosen tracked shipping as your postage method, we will send you the tracking number in email as soon as it is dispatched.
Q. How long will it take for my order to arrive?
A. Most orders are dispatched within five working days. You will receive an automated email when the goods have been shipped. Delivery time depends on territory:
UK – 1-2 working days
EU – 5-10 working days
NON-EU – up to 25 working days
Q. What should I do if some of my order is missing?
A. The usual reason is that your order has been sent out in more than one package and you haven’t received them all yet, possibly because one or more of your ordered items is awaiting stock. Rest assured the remaining items on your order will be dispatched as soon as stock becomes available.
Another cause is that one of the items on your order is now out of stock and is no longer being produced. You will receive an e-mail notification to this effect and a refund for this item will be credited on to your card.
Q. What should I do if my order has been damaged in transit?
A. We take a great deal of care when packing orders to make sure that the items you’ve ordered arrive undamaged, however, occasionally goods do get damaged in transit. If you discover something in your order is damaged you should contact us within 30 days of placing your order and explain the situation. We assess each individual situation, but oftentimes we can’t be responsible for replacing items damaged by Royal Mail.
Q. I have a problem with the products I received, what should I do?
A. If you have any problems with your received order please get in touch and we’ll do our best to put it right.
Q. What do I do if the goods I ordered haven’t arrived?
A. Please contact your local postal delivery office to see if they are holding your goods for you. If the postal delivery office hasn’t been able to help you, email our customer service team with your order number and item missing on email@example.com who will then investigate the matter for you.
Q: How do I access my Digital Download?
A: You should receive an email from us which contains a link to your downloadable product. If that email doesn’t arrive or if there are any issues, please let us know and we’ll resolve the situation for you.
Q: What if I want to exchange or return my order?
A: Customers are responsible for all shipping on returns and exchanges, unless there was an error on the part of our company. If you are returning an item due to an error on our part, please contact our customer service within 2 weeks of receiving the package in order to receive a postage paid return label.
All other returns and exchanges must be made within 30 days of the original purchase. Items must be returned in their original condition: unwashed and unworn. CDs and DVDs may not be returned if they have been opened. Posters may not be returned. To proceed with a return or exchange, please contact customer service with your order number. If you have any additional questions, please feel free to contact us.