Frequently asked questions
Can I add items to my basket even if I'm not logged on?
Yes, but your basket works a little differently when you're not logged in.
When you're logged in, each of the items in your basket is reserved for you for a maximum period of 30 minutes, then the quantity is set to 0. It's like a real basket, if it's in your basket, nobody else can have it, but after 30 minutes an invisible hand takes it from your basket and puts it back on the shelf, then other customers could take it.
When you're not logged in, the item doesn't really go into your basket, it stays on the shelf, it's more like you have put an invisible 'mine' label on the item that only you can see. It means that other customers could take all of an item that's in your basket leaving none for you.
You must log in before you can check out, at that point your basket becomes real and items that are available will be reserved. Beware, items that are already in other customers baskets may mean that you lose out. For instance, if you've added your favourite candle to your basket, but other customers that have logged in to their accounts have also added that same candle to their baskets and used up all the stock, there will be no stock left for you when you log in.
It's always better to log in before adding items to your basket because they are reserved for you, and providing you don't let them expire, they will be yours to purchase at checkout, other customers can't take them from you.
If an item is expired, but I still want it, what do I do?
The expired items are still shown on the basket page, so the easiest way is to click on the item image, that will take you to the item page, then you can choose the quantity that you want and click the 'add to basket' button. That will also reset the expiry, so the item will be reserved for 30 minutes.
Can I get an order shipped to a different address?
Yes, however you need to get your registered address verified first, just so we know your personal details are genuine. Your registered address is the one you provided when you created your account with us.
There are two ways to get your registered address verified…
• Place an order and have us ship it to your address, if the order is delivered successfully then your registered address must be genuine.
• Place an order for collection from our shop. When you come to collect it, if you bring proof of your address, like a driving license, then we can set your address as verified.
When your address has been verified, you can add shipping addresses so we can deliver to addresses other that yours, e.g. family, friends, etc… You can do this from the checkout page. Also you can add new addresses and manage existing addresses from the accounts menu, just select Shipping addresses on the menu.
If I'm going to be out, can I redirect my delivery to a neighbour or a local shop?
Usually, but it's up to the courier, not us. We use Evri for most of our shipments, and they are very good.
When you receive an email from Evri, telling you that your order is on its way, there's a not going to be in link that you can click. You can select a safe place to leave the parcel, or a neighbour, or get it delivered to a local shop.
I live near your shop, can I collect it instead of having it delivered?
Yes! Also collecting from our shop means no shipping fee, so it saves you a bit of money.
On the checkout page, there's a Delivery address section, just select Collect from our shop before you make payment.
When your order is ready, we will email you to let you know it's ready for collection.