Frequently Asked Questions
I can't log into my account. What should I do?
If you can't log into your account, you can try resetting your password as follows.
- Click "Sign In" at the top right of the screen.
- Then click "Forgot Your Password?" and enter your email address (you should receive an email from us with a link to reset your password).
- Click on the link in the email and enter your new password.
You should now see confirmation that your password has been updated.
If this doesn't help, please contact us and we'll look into it for you.
How long does delivery usually take?
Please see our delivery details page.
How can I show prices in a different currency?
Select a different country from the menu at the top-right corner of the screen.
How can I pay for my products?
We accept payments using credit cards, debit cards and PayPal. For security reasons we do not store your payment card details on our system.
Help! I'm having a technical issue
If you're having problems using our website, we suggest that you have the latest version of your operating system, e.g. Windows, OSX, etc. and an up-to-date web browser.
If you’re still having problems, please contact our customer care team and, if possible, include:
- As much detail as you can about the issue
- Screenshots of any error message you get
- Which web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)
How can I cancel my subscription to your newsletter?
Click the 'unsubscribe' link at the bottom of the most recent email newsletter you've received from us and you'll be immediately unsubscribed.
How do I use a discount code?
On the basket/cart page, enter the code in the box marked "Enter discount code here" and click "apply".
Can I amend my order?
Please contact us as soon as possible. If your order hasn't yet left our warehouse, then we'll try our best to update it for you.
I have received a faulty/incorrect item. What should I do?
Apologies! We want to sort out any issues with faulty or incorrect items straight away. Please contact us and we will arrange a replacement.
An item is missing from my order. What should I do?
We're sorry to worry you. We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. Also, we might have tried to contact if there was an issue with your order for some reason. If it's still not clear what's going on, please contact us and we will be glad to make things right for you.
I'm looking for a particular dye lot. Can you help?
Please contact us before you place your order and we will check which dye lots we have in stock.