Our returns portal is currently unavailable, we’re working hard to get this fixed asap. Please try again later.

CANADIAN & INTERNATIONAL RETURNS

We're bummed things didn't work out for you, but here's the good news: You've got 28 days to send something back to us from the day you receive it.

When returning a parcel please follow the process below. You can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

1

Repack your items.
2

Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.
3

Select your preferred return option (Print returns label at home or in store options).
4

Once you have processed and paid for your return in the portal you're ready to post it off! Make sure you keep proof of postage!
5

Keep an eye on your return tracking. You'll get an email once we receive your returned item.

START A RETURN

Good to know...

We've gone paperless! You'll no longer receive a delivery note in your parcel. Select your preferred return method and get your trackable returns label, just follow the easy steps above.
We can't offer refunds on fashion face masks, pierced jewellery, swimwear or our intimate toys if the hygiene seal has been broken.

Good to know...

We've gone paperless! You'll no longer receive a delivery note in your parcel.

For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached.

This does not affect your statutory rights.

You'll no longer receive an invoice in your parcel. Please use the returns portal to get your returns label.

Ready to Return? Click here

Over 28 days?

We move fast and the turnaround of stock we sell means that we will not be able to resell your goods, so unfortunately we cannot accept returns that are over 28 days

Don't worry, just package your items in something non see-through, sealable & waterproof.

Ready to Return? Click here

If you need to return more than one order, please keep your orders separate, as returning more than one order in a parcel may delay your refund.

Ready to Return? Click here

Track your order

Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.

If you don’t have your order number, log into your account here

Please double check the shipping option you selected, cut off times for ordering and the date which we said it will be shipped by. You can check shipping timescales here. If it's after 9pm on that date then it’s late. 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.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.

Your package might be coming in more than one shipment. If your delivery date has passed, please get in touch by going to the 'contact us' tab.

If you've placed an order and received a cancellation email from us, we're sorry about that. 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.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds). You’ll need to place another order or return any unwanted items.

Our NGVIP delivery service gives you unlimited next day or standard delivery for a whole year for a one off payment. To take advantage add to bag (like you would a product) and the discount will be automatically applied at checkout when selecting the next day or standard delivery options, this includes Click and Collect services as well. You will then receive unlimited FREE delivery and our standard FREE returns on your orders with no minimum spend for a whole year, just don’t forget to select the next day or standard delivery options!

NGVIP customers will also receive exclusive offers and promotions via email.

I received an incorrect item, what do I do?

To get this fixed for you ASAP please head to our 'Contact Us' section where you can drop us an email or you can reach us via private message on Facebook, Twitter or WhatsApp.

When you message, please include the following information:

• Your name

• Order number

• Product name and code of the item ordered

• Product name and code of the item received

• Picture of the incorrect item and a description of the incorrect item received

If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.

Please do not return the item to us without speaking to our Customer Care team.

Our returns portal is currently unavailable, we’re working hard to get this fixed asap. Please try again later.

CANADIAN & INTERNATIONAL RETURNS

We're bummed things didn't work out for you, but here's the good news: You've got 28 days to send something back to us from the day you receive it.

When returning a parcel please follow the process below. You can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

1

Repack your items.
2

Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.
3

Select your preferred return option (Print returns label at home or in store options).
4

Once you have processed and paid for your return in the portal you're ready to post it off! Make sure you keep proof of postage!
5

Keep an eye on your return tracking. You'll get an email once we receive your returned item.

START A RETURN

Good to know...

We've gone paperless! You'll no longer receive a delivery note in your parcel. Select your preferred return method and get your trackable returns label, just follow the easy steps above.
We can't offer refunds on fashion face masks, pierced jewellery, swimwear or our intimate toys if the hygiene seal has been broken.

Good to know...

We've gone paperless! You'll no longer receive a delivery note in your parcel.

For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached.

This does not affect your statutory rights.

Some of our items do come back in stock, so keep checking back!

We don’t offer exchanges, but you can return your package and order again. Your refund will be processed as soon as we get your items back.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds). You’ll need to place another order or return any unwanted items.

Track your order

Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.

If you don’t have your order number, log into your account here

Please double check the shipping option you selected, cut off times for ordering and the date which we said it will be shipped by. You can check shipping timescales here. If it's after 9pm on that date then it’s late. 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.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 sorry about that. 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.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds). You’ll need to place another order or return any unwanted items.

I received an incorrect item, what do I do?

To get this fixed for you ASAP please head to our 'Contact Us' section where you can drop us an email or you can reach us via private message on Facebook, Twitter or WhatsApp.

When you message, please include the following information:

• Your name

• Order number

• Product name and code of the item ordered

• Product name and code of the item received

• Picture of the incorrect item and a description of the incorrect item received

If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.

Please do not return the item to us without speaking to our Customer Care team.

Track your order

Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.

If you don’t have your order number, log into your account here

Please double check the shipping option you selected, cut off times for ordering and the date which we said it will be shipped by. You can check shipping timescales here. If it's after 9pm on that date then it’s late. 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.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.

We don't refund shipping charges for those countries listed outside of the EEA.

The carrier was unable to deliver your package. Don’t worry—you have options! You can wait for your package to come back to us and we’ll give you a full refund. Or, let us know using the 'contact us” tab and we can have your item(s) resent.

P.S. If the carrier was unable to deliver to your address, try using an alternative delivery address!

Shipping Rates & Delivery

**We’ll cover duty and tax costs on all orders**

Shipping option	Shipping times	Shipping cost
Canada Express Shipping	Up to 3 working days	From $11.99 per order
Canada Standard Shipping	Up to 7 working days	From $6.99 per order

Your package might be coming in more than one shipment. If your delivery date has passed, please get in touch by going to the 'contact us' tab.

If you've placed an order and received a cancellation email from us, we're sorry about that. 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.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds). You’ll need to place another order or return any unwanted items.

Some of our items do come back in stock, so keep checking back!

I received an incorrect item, what do I do?

To get this fixed for you ASAP please head to our 'Contact Us' section where you can drop us an email or you can reach us via private message on Facebook, Twitter or WhatsApp.

When you message, please include the following information:

• Your name

• Order number

• Product name and code of the item ordered

• Product name and code of the item received

• Picture of the incorrect item and a description of the incorrect item received

If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.

Please do not return the item to us without speaking to our Customer Care team.

Can’t use your discount code? Here’s maybe why:

- The code expired (we have limited-time offers)
- You can only use one code at a time.
- Double check your delivery--some codes only work with specific delivery options.
- Check for typos.
- Make sure the offer can be used for what you’re purchasing.

Enter your code into the “Redeem Gift Voucher” box at the checkout page. The remaining balance will stay on your gift card.

We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro and American Express. We also accept PayPal, Giftcards and prepaid debit cards.

Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf.
When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.

Make sure you’ve entered it in the “Redeem Gift Voucher” box at the checkout.

Track your order

Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.

If you don’t have your order number, log into your account here

Our returns portal is currently unavailable, we’re working hard to get this fixed asap. Please try again later.

CANADIAN & INTERNATIONAL RETURNS

We're bummed things didn't work out for you, but here's the good news: You've got 28 days to send something back to us from the day you receive it.

When returning a parcel please follow the process below. You can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

1

Repack your items.
2

Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.
3

Select your preferred return option (Print returns label at home or in store options).
4

Once you have processed and paid for your return in the portal you're ready to post it off! Make sure you keep proof of postage!
5

Keep an eye on your return tracking. You'll get an email once we receive your returned item.

START A RETURN

Good to know...

We've gone paperless! You'll no longer receive a delivery note in your parcel. Select your preferred return method and get your trackable returns label, just follow the easy steps above.
We can't offer refunds on fashion face masks, pierced jewellery, swimwear or our intimate toys if the hygiene seal has been broken.

Good to know...

We've gone paperless! You'll no longer receive a delivery note in your parcel.

For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached.

This does not affect your statutory rights.

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 for more than 28 days, please let us know by using the Contact Us tab on this page.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds). You’ll need to place another order or return any unwanted items.

I received an incorrect item, what do I do?

To get this fixed for you ASAP please head to our 'Contact Us' section where you can drop us an email or you can reach us via private message on Facebook, Twitter or WhatsApp.

When you message, please include the following information:

• Your name

• Order number

• Product name and code of the item ordered

• Product name and code of the item received

• Picture of the incorrect item and a description of the incorrect item received

If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.

Please do not return the item to us without speaking to our Customer Care team.

I received an incorrect item, what do I do?

To get this fixed for you ASAP please head to our 'Contact Us' section where you can drop us an email or you can reach us via private message on Facebook, Twitter or WhatsApp.

When you message, please include the following information:

• Your name

• Order number

• Product name and code of the item ordered

• Product name and code of the item received

• Picture of the incorrect item and a description of the incorrect item received

If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.

Please do not return the item to us without speaking to our Customer Care team.

Our returns portal is currently unavailable, we’re working hard to get this fixed asap. Please try again later.

CANADIAN & INTERNATIONAL RETURNS

We're bummed things didn't work out for you, but here's the good news: You've got 28 days to send something back to us from the day you receive it.

When returning a parcel please follow the process below. You can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

1

Repack your items.
2

Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.
3

Select your preferred return option (Print returns label at home or in store options).
4

Once you have processed and paid for your return in the portal you're ready to post it off! Make sure you keep proof of postage!
5

Keep an eye on your return tracking. You'll get an email once we receive your returned item.

START A RETURN

Good to know...

We've gone paperless! You'll no longer receive a delivery note in your parcel. Select your preferred return method and get your trackable returns label, just follow the easy steps above.
We can't offer refunds on fashion face masks, pierced jewellery, swimwear or our intimate toys if the hygiene seal has been broken.

Good to know...

We've gone paperless! You'll no longer receive a delivery note in your parcel.

For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached.

This does not affect your statutory rights.

Some of our items do come back in stock, so keep checking back!

We don’t offer exchanges, but you can return your package and order again. Your refund will be processed as soon as we get your items back.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds). You’ll need to place another order or return any unwanted items.

For your security, we can’t change your email address. If you want to change your email address, you will just create a new account.

Log in your account, select "addresses" and you can either add a new one or edit an existing one.

You can choose what you want to hear from us! To change your preferences, log into your account and click on “contact preferences”

If you know your password, log into your account using your current password. In the account information section, you have the option to change your password. If you forgot your password, select the “forgot password” option and follow the steps to reset.

Log into your account, select payment details and either add, delete or edit your payment options.

Customer Service

Contact Us

What do you need help with?

CANADIAN & INTERNATIONAL RETURNS

Track your order

CANADIAN & INTERNATIONAL RETURNS

Track your order

Track your order

Shipping Rates & Delivery

Track your order

CANADIAN & INTERNATIONAL RETURNS

CANADIAN & INTERNATIONAL RETURNS

Customer Service

Contact Us

What do you need help with?

Returns - Need a quick answer?

How do I return?

CANADIAN & INTERNATIONAL RETURNS

I don't have the invoice from my parcel, can I return?

I am outside of the returns policy, can I return?

I don't have the original packaging, can I return?

Can I return more than one order?

Order - Need a quick answer?

Where is my order?

Track your order

Why is my order late?

Missing items from my order?

Why was my order cancelled?

Can I cancel or edit my order?

NGVIP - Need a quick answer?

About NGVIP

Return Not Refunded - Need a quick answer?

I can't see the refund on my bank statement?

Have you received my returned items?

CANADIAN & INTERNATIONAL RETURNS

Do you refund the delivery charge?

Refunds

Returns exemptions

Delivery - Need a quick answer?

Where is my order?

Track your order

Why is my order late?

Why was my order cancelled?

Can I cancel or edit my order?

I received a faulty item, what do I do?

Disputed Delivery - Need a quick answer?

Where is my order?

Track your order

Why is my order late?

Do you refund the delivery charge?

My tracking is showing that my parcel is being returned to sender

Delivery options & times

Shipping Rates & Delivery

Missing Item - Need a quick answer?

Missing item(s) from my order

Why was my order cancelled?

Can I cancel or edit my order?

Item out of stock

I receieved a faulty item, what do I do?

Payment - Need a quick answer?

Promotions & discounts

How do I use a gift voucher?

Apple Pay

How can I pay for my order?

Gift voucher not working

Need a quick answer?

Where is my order?

Track your order

How do I return?

CANADIAN & INTERNATIONAL RETURNS

When will I receive my refund?

Can I cancel or edit my order?

I have received a faulty item, what do I do?

Faulty Item - Need a quick answer?

I receieved a faulty item, what do I do?

How do I return?

CANADIAN & INTERNATIONAL RETURNS

Item out of stock

Can I exchange an order?

Can I cancel or edit my order?

Account Query - Need a quick answer?

How do I change my email address?

How do I change my delivery address?

How do I change my contact preferences?

How do I change my password?

How do I change my payment details?