Phone & Email
Our Phone Line is available in English & Spanish for all our customers.
Call Time From MON-FRI 9:00-5:00 PST
Due to peak season we are experiencing a high volume of calls at the moment and our phone agents will only offer assistance for presales questions. Please kindly wait patiently for our agents to take your call. During peak times, it may take up to 10-15 minutes to reach us.
+(1)213-481-2181 (USA Only)
If you have any questions, please use the form below for assistance.
Are you sure it’s late? Please double check the shipping option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check shipping timescales here. If it’s before the advised shipping date and you’ve had your dispatch email, then it’s on its way. Your shipping date has to have passed for us to be able to investigate where your order is. On rare occasions we do come up against a bump in the road. If your shipping date has passed, please contact us by going to the ‘Contact Us’ tab on this page and have your order number ready.
If you’ve placed an order and received a cancellation email from us, we’re very sorry. This will usually be because the stock wasn’t in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.
To help us get this fixed for you ASAP, when you first contact us please include the following information:
-Product name and code
-Picture of the fault
-Description of the fault
(The product name and code can be found on your order confirmation email).
If you contact us via the ‘Contact Us’ form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.
All US purchases may be returned in their original condition* within 5 days of receipt of merchandise for a full refund or exchange.
1 – Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.
2 – Go to the portal and let us know what you want to return and why and print off your label.
3 – Once you have processed your return in the portal you’re ready to post it off! Make sure you keep proof of postage!
Print off your returns label and attached it to your parcel. Returns are FREE all year round and you can track them as they make their way back to our US hub in New York.
4 – It can take up to 3 days for your return to arrive to us and, up to 7 days for your refund to show in your account depending on your bank’s processing time.
Please note: in the event of a discrepancy between the value of the returns entered in the portal and the actual items received we reserve the right to recover any shortfall from you. Don’t worry, if this does happen we will contact you first.
A typical refund will take up to 28 days, that’s 21 days you returning and us processing and up to 7 days for it to make its way through the banking system. The refund will go back to the payment method you used when placing your order, once we’ve done our bit you’ll get an email confirming it’s on its way. If you’ve waited more than 28 days with no email from us then please get in touch by going to the ‘Contact Us’ tab on this page.