Got a question about your online order?
We're here to help. Here's a list of answers to our most frequently asked customer questions about online orders.
When will my order arrive?
We aim to deliver orders placed using our Standard Delivery service within 3 working days. Please note that weekends and Bank Holidays are not classed as working days. We do not deliver on Sundays or Bank Holidays and our lead times are not guaranteed.
For Next Day delivery, order before 10pm Monday to Sunday. Orders placed after 10pm on any given day may get dispatched that day but are more likely to be dispatched the following working day and therefore delivered the day after. Orders placed after 10pm Friday will be delivered on Monday. Orders placed after 10pm on a Sunday will be delivered on Tuesday. We do not currently deliver on Sundays or Bank Holidays and our lead times are not guaranteed.
Bulk orders may need to be delivered by pallet and are not be eligible for Next Day Delivery or a Standard Delivery service. A member of our customer services team will be in contact with you, if your order is classified as a bulk order.
Can I track my order?
Once your parcel has been despatched from our warehouse, you will receive an order despatch email with your tracking information at the bottom of the email.
Orders that are shipped via Hermes can be tracked and diverted to your chosen safe place or a neighbour. You can also track & divert your parcel using the Hermes website or mobile app.
Can I cancel my order?
Unfortunately you can't cancel your order once it have been placed.
Can I amend my order?
Unfortunately you can't amend your order once it have been placed. This includes changing the delivery address, changing products or changing payment methods. You can always return any unwanted items to us for a refund.
I have a Together Rewards card. When do the January Reward Vouchers expire?
All reward vouchers issued in will be redeemable in-store and online until 30th June 2021.
I have a Gift Card that is due to expire whilst the stores are closed, can I redeem it when stores reopen?
Any gift cards that were due to expire whilst stores are closed during lockdown have been extended until 30th June 2021.
How long do I have to return my order?
Items purchased in-store can be returned when we safely reopen. Unfortunately, items purchased in-store cannot be returned to our warehouse. Orders purchased online can be returned to us direct, please see our delivery & returns guide and policy for further information.
An incorrect item has been delivered to me; what do I do now?
In the unlikely event that an incorrect item has been delivered to you or you are missing an item, please contact our Customer Service team on 0121 313 6050 or email us at email@example.com. Please have your order number handy.
I've contacted Customer Service and I am waiting for a response
Whilst our Customer Services team are busy, we aim to respond to all order related enquiries within 2-working days. If you've not received a response within 2-working days, please check your spam/junk filters before contacting us at 0121 313 6050. To ensure you receive our response into your inbox, add us to your address book or safe senders list
Still need help?
Our dedicated Customer Services team are working hard to support our customers. We aim to respond to all order related enquiries within 2-working days. To get in touch, call us on 0121 313 6050 or complete our Customer Contact Centre form.