Changing your shipping details
If you need to change your shipping details, then please let us know as soon as possible after placing your order. Each day's order details will be passed to our fulfilment company at 12 midday for EU orders and 6pm for rest of world. Notifying us of the change before this happens is a very simple, reliable process and one that we can action ourselves.
If you would like to make an address change further down the line and you have already received your tracking number, then the address change will lie in the hands of the courier company to action.
- If your package is being delivered within Europe and you have already received an email from DPD couriers, then the power to change the delivery address lies in your hands. Follow the links in the email and you will be able to not only change the address but sometimes leave additional instructions, update telephone numbers and reschedule delivery for a different day. We do not have access to this system to make these changes, so please do attempt this yourselves before getting in contact.
- If your package is being delivered outside of Europe, then usually UPS will only update an address once there has been one failed delivery on a package. Depending on UPS in your country, there may or may not be a small admin charge for this address change. They will also need to speak to the receiver in the destination country (which would be you), so if you need to change your address then please call and speak to UPS directly. Anything is possible but this is the strict way that they operate!
If you have ordered smaller items such as spare charging cables or water bottles, then depending on where you live in the world they may not be sent to you by courier. If this is the case, then we may not be able to change the delivery address after the item has been shipped.
Changing your payment details
When we take payment via our website, then it is taken immediately and so it is not possible to change the payment details. If a payment is not successful, then our website will tell you that this is the case immediately. If you'd like to change your payment details for a pre-ordered item then send us a message and we'll do our best to help.
Making changes to your placed order
In some cases, this may be possible to do, however it depends on the day of the week, time zone and how soon you're able to contact us.
Once an order has been received and processed by our shippers and handlers, we are unfortunately unable to change it. This is because our shippers deal with a huge volume of goods from multiple companies and tracking down individual parcels is not possible. However, if we have only just received your order or if it was placed outside of normal office hours then we might still be able to intercept it.
If you would like to change the quantity or products in your order, then please do get in touch with us. Since certain products are dispatched from different sites, this may be possible to do.
If you have changed your mind about your purchase entirely, and the package has definitely already been dispatched, then please wait for your package to arrive and follow our returns procedure for a refund. Please do not refuse the package delivery as if it has been shipped internationally it will not get back to us and will be marked by the courier as 'abandoned by the receiver', never to be seen again. There is very little that we are able to do in this case as we are neither the shipper, nor the receiver, and so the package must be accepted and then posted back to us.
Deliveries in the UK with Royal Mail
Changing your address mid-delivery isn't possible. It’s only once delivery has been attempted that you can make changes. In the event of an unsuccessful delivery, Royal Mail will leave a 'Something for you card' with the information needed to make a redelivery. The re-delivery is free to your own address or free to another address in your postcode area. If you place an order and realise you need to change the address - get in touch with us asap and we will attempt to amend your order details before your item is dispatched. Get in touch with us here.
Deliveries Deliveries in the EU with DPD
After placing your order, you would have received a shipping confirmation email directly from DPD. This would have been sent to you the same day if you ordered before midday London time, the next day if ordered after, and the following Monday if ordered on Friday afternoon. This email from DPD contains the links to change your delivery address, check on the progress of your delivery, add a note for the driver and upgrade your delivery if you require it on a Saturday. Click the relevant link and off you go!
Deliveries outside of the EU with UPS
To change a delivery address, call UPS from within your delivery country. Usually they will update the address only after one failed delivery to the original shipping address. You can arrange to have it delivered to a new address or to collect from your nearest UPS store or depot. Some alteration services incur a fee, although UPS will advise you if this is the case.
We are always more than happy to help if you are having difficulties, but please complete these steps first. As we are neither the shipper nor the receiver, we are unable to act on your behalf when making arrangements with the couriers.