FAQ

    Payment

    What payment methods do you accept?

    We accept the following credit cards: MasterCard, Visa, American Express, and Discover. We also accept payment by Apple Pay, PayPal or Amazon Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

    Where is my refund?

    We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

    My discount code didn't work?

    Firstly, please check that you’re entering the discount code exactly as it appears (case sensitive) and checks that the code is still in date and has not expired. Secondly, please check the T&Cs of your code, if the item is in the sale or in a certain category the discount may not be valid on this product.

    If it’s still not working, please contact our Customer Service team with your discount code and we will be able to advise you further.

    Can I Use More Than One Promotional Code On My Order?

    No, you can only use one promotional discount in each individual order.

    Ordering and delivery

    Can I place an order without creating an account?

    Yes. You can place an order as a guest with no obligation to create an account. 

    Where is my order confirmation?

    This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

    Why has my order been canceled?

    We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

    How do I cancel my order?

    There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order.

    How much is shipping?

    Shipping costs depend on the item you’ve ordered and the country where it’s being delivered.

    Can I track my order?

    Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

    Returns

    How do I return an item?

    Please contact our customer service team. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

    What do I do if I lose my return note?

    We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.

    My order has arrived but it’s not as I expected. What can I do?

    In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team with the details. We’ll respond within 48 hours. 

    How long does it take to return an item?

    This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

    Product & Stock

    Can You Tell Me More Information About Your Products?

    We work hard to include as much information about our products in our product descriptions on the product page, but if there’s something more specific you’d like to know, please contact our Customer Service team with the product name.

    How Do I Find Out What Ingredients Are In Your Products?

    We try and feature this on all products that include ingredients, if we have missed any or you would like more information please contact our Customer Service team with the product name for further information.

    Covid-19

    Can I Still Purchase From Your Website?

    Yes, we’re still open 24/7 to accept orders.

    Are You Still Shipping As Normal?

    We’re trying to keep on top of order send-outs as much as possible following the necessary safety measures and guidelines. Our warehouse has changed its opening hours to Monday to Friday, but don’t panic - we’re working with external fulfillment partners to ensure they’re taking all the correct and necessary safety precautions.

    What Is The Photo Access Doing To Ensure The Safety And Wellbeing Of Staff Within The Business?

    We’re taking the COVID outbreak incredibly seriously and want to ensure the wellbeing and safety of staff at all times when making any decisions. Since the government advised it was safest to do so, all-out head office staff have been working from home (with the exception of those who have ‘business-critical roles’). We have put in place a strict social distancing policy for any members of staff who may have to come in closer contact during the outbreak.

    Our warehouse staff is following a series of strict guidelines including social distancing, hand washing, and many more Covid safe practices which may result in some delays in order send-outs.