Once an online order has been placed, it is automatically sent for processing. If you need to make a change, please contact our Online Customer Service Team as soon as possible.
We will always try to help, but changes cannot be guaranteed and will depend on how far your order has progressed through processing, picking or dispatch.
I want to add another item
If you would like to add another product to an existing order, please contact our Online Customer Service Team as soon as possible.
Depending on the status of your order, we may be able to add the item. If additional payment is required, our team will advise you of the available options.
If we're unable to add the item to your existing order, you'll need to place a separate order through our website.
Separate orders may have their own delivery or collection arrangements and charges, and we cannot guarantee that they will be delivered or made available for collection together.
I want to remove an item or change the quantity
Please contact our Online Customer Service Team as soon as possible.
Depending on the status of your order, we may be able to remove an item or change the quantity ordered.
If your order has already progressed too far through processing, picking or dispatch, we may be unable to make the requested change.
Where a change results in a refund being due, we'll arrange the appropriate refund.
For more information about refund timescales, see Where is my refund?
I ordered the wrong product
If you've ordered the wrong product, please contact our Online Customer Service Team as soon as possible.
We'll check the status of your order and see whether we're able to make the requested change.
If the order has progressed too far for us to amend it, we may be able to cancel it depending on its status.
If the order can no longer be changed or cancelled, you may need to follow our returns process once you've received the goods.
Can you guarantee my order will be changed?
No. Although we'll always try to help, we cannot guarantee that an order can be amended once it has been placed.
Orders can progress through processing, picking and fulfilment quickly, so please contact us as soon as you realise that a change is required.
When contacting us, please provide:
- Your ORD or SHP Order Reference
- The product name or SKU you would like to add, remove or change
- The quantity required
- Details of the change you'd like us to make
Submitting a request does not mean that your order has been changed. Please wait for confirmation from our team before assuming the amendment has been completed.
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