Once you place your order, we’ll send you an email confirmation right away. If you don’t see it, please check your spam or junk folder. Also, double-check that the email address you entered is correct, typos can prevent delivery. If you still don't see it, please contact our team to confirm your order.

When your order ships, you’ll receive another email with your tracking details so you can follow its journey.

If you would like to update or cancel your order, or need to make a last-minute address change, please contact our team as soon as possible. If we receive your amendment before your parcel is packed on the dispatch trolley, we will do our very best to update it for you. Otherwise, it will be shipped to you as-is.

For UK customers who need a last minute address change, you may be able to self-serve via the tracking link we will send you. Royal Mail's "Update your delivery options" feature allows you to redirect a parcel to a different address after it has been shipped, provided you do so before the initial delivery attempt.

Sometimes packages do get lost in transit, and we truly appreciate your patience while we work to resolve it.

If your order hasn’t arrived, seems delayed, or tracking shows it as delivered when it’s not, please get in touch within 5 days of the estimated delivery date. When you email us, please include your order number. We’ll investigate right away and keep you updated.

If we aren’t notified within 14 days of the estimated delivery date, we may not be able to offer a replacement or compensation directly. At that point, the best next step would be to contact the courier directly, and we’ll happily provide any documents or information you need to support your claim.

We’re sorry if your order has arrived in poor condition!

To help us resolve your claim quickly, please send photos within 3 days of delivery. Claims submitted late or without photos may not be accepted.

When you email us, please include 4 photos showing:

1. Outer packaging - all sides, especially any added courier stickers or damages.
   
2. Shipping label
   
3. Internal contents – all items received inside the package, laid out clearly, along with your packing slip if available.
4. Close-up of damaged product(s)

We’re sorry if your order isn’t quite right!

To help us resolve your claim quickly, please send photos within 3 days of delivery. Claims submitted late or without photos may not be accepted.

When you email us, please include 3 photos showing:

1. Outer packaging
   
2. Shipping label – showing your address and tracking details
   
3. Internal contents – all items received, laid out clearly.

Providing all requested documentation promptly helps us resolve your order quickly.

We’re sorry if your order isn’t quite right!

To help us resolve any issues quickly and fairly, please submit your claim within 3 days of delivery. Claims submitted after this period, or without the requested evidence, may not be accepted.

When submitting a claim, please include clear photos showing:

1. Outer packaging
   
2. Shipping label – showing your address and tracking details
   
3. Internal contents – all items received, clearly displayed, along with any additional packing materials if available

Please note: We carefully review every claim using multiple sources of verification:

• Pack-room CCTV footage confirming the order was correctly packed and sealed
• Parcel weight records
• Royal Mail tracking records and proof of delivery photos
• One-time peel-and-stick seal on the parcel, ensuring the package cannot be reopened without visible tampering

These measures allow us to confirm that parcels leave our facility complete and intact. Claims submitted without the requested evidence, or that conflict with our verified delivery records, may not be eligible for a refund or replacement.

Providing all requested documentation promptly helps us resolve your claim quickly and ensures a fair outcome for both you and our business. Thank you for helping us maintain a smooth and reliable shipping process for all.

Before you order: Please double-check your delivery address is correct and complete.

Important: Amazon Lockers

We cannot deliver to Amazon Locker addresses. Amazon Lockers only accept deliveries from Amazon and their contracted carriers (Amazon Logistics, DPD, Evri). As an independent seller shipping via Royal Mail, we are unable to access these lockers. Please provide a residential, business, or Post Office address instead.

Other UK locker services:

If using InPost or Royal Mail lockers, please confirm your chosen service accepts Royal Mail Tracked 24/48 deliveries before ordering.

If your parcel is returned to us:

We cannot take responsibility for parcels that are refused, undeliverable due to an incorrect address, or left uncollected.

For parcels returned to sender:

• A £3 restocking fee per product applies
• Original postage is non-refundable
• If the parcel is returned damaged, we cannot refund the goods

Thank you for your understanding.

Processing Times

• Orders placed before 4pm GMT, Monday–Friday, are usually dispatched the same day.
  
• Excludes backorders, weekends, and UK holidays.

Delivery Estimates

Delivery time may be affected by busy periods or factors beyond our control.

• Tracked 48: 2–3 days (no Sundays)
  
• Tracked 24: 1–2 days (no Sundays) Signature required
  

When your order ships, you’ll receive an email with your tracking details so you can follow its journey. Please note that a signature may be required.

Shipping prices and services may change without notice.

Processing Times

• Orders placed before 4pm GMT, Monday–Friday, are usually dispatched the same day.
  
• Excludes backorders, weekends, and national holidays.

Delivery Estimates

Delivery time may be affected by busy periods or factors beyond our control.

• Usually 5-8 business days (FedEx FIC)
  
• Tracking number included
  

Import Duties / Taxes / Fees

• No surprises at checkout: US orders include all taxes, tariffs, and duties. The price you see at checkout is final. There is nothing to pay on delivery.

When your order ships, you’ll receive an email with your tracking details so you can follow its journey. It will ship to the US via FedEx, then finish its journey via your local postal system.

Shipping prices and services may change without notice.

Processing Times

• Orders placed before 4pm GMT, Monday–Friday, are usually dispatched the same day.
  
• Excludes backorders, weekends, and national holidays.

Delivery Estimates

Delivery time may be affected by busy periods or factors beyond our control.

• Usually 3–7 business days (Fedex FIC)
  
• Tracking number included

Import Duties / Taxes / Fees

• No surprises at checkout: EU orders include all taxes, tariffs, and duties. The price you see at checkout is final. There is nothing to pay on delivery.

When your order ships, you’ll receive an email with your tracking details so you can follow its journey. It will ship to Europe via FedEx, then finish its journey via your local postal system.

Shipping prices and services may change without notice.

Processing Times

• Orders placed before 4pm GMT, Monday–Friday, are usually dispatched the same day.
  
• Excludes backorders, weekends, and national holidays.

Delivery Estimates

Delivery time may be affected by busy periods or factors beyond our control.

• Usually 5-10 business days (Fedex FIC)
  
• Tracking number included

Import Duties / Taxes / Fees

• No surprises at checkout: Canadian orders include all taxes and duties. The price you see at checkout is final. There is nothing to pay on delivery.

When your order ships, you’ll receive an email with your tracking details so you can follow its journey. It will ship to Canada via FedEx, then finish its journey via the Canadian postal system.

Shipping prices and services may change without notice.

Processing Times

• Orders placed before 4pm GMT, Monday–Friday, are usually dispatched the same day.
  
• Excludes backorders, weekends, and national holidays.

Delivery Estimates

Delivery time may be affected by busy periods or factors beyond our control.

• Usually 7-15 business days (Fedex FIC)
  
• Tracking number included

Import Duties / Taxes / Fees

• No surprises at checkout: Australia orders include all taxes and duties. The price you see at checkout is final. There is nothing to pay on delivery.

When your order ships, you’ll receive an email with your tracking details so you can follow its journey. It will ship to Australia via FedEx, then finish its journey via your local postal system.

Shipping prices and services may change without notice.

Processing Times

• Orders placed before 4pm GMT, Monday–Friday, are usually dispatched the same day.
  
• Excludes backorders, weekends, and national holidays.

Delivery Estimates

Delivery time may be affected by busy periods or factors beyond our control.

• Usually 5-8 business days (Fedex FIC)
  
• Tracking number included

Import Duties / Taxes / Fees

• No surprises at checkout: Swiss orders include all taxes and duties. The price you see at checkout is final. There is nothing to pay on delivery.

When your order ships, you’ll receive an email with your tracking details so you can follow its journey. It will ship to Switzerland via FedEx, then finish its journey via your local postal system.

Shipping prices and services may change without notice.

Processing Times

• Orders placed before 4pm GMT, Monday–Friday, are usually dispatched the same day.
  
• Excludes backorders, weekends, and national holidays.

Delivery Estimates

Delivery time may be affected by busy periods or factors beyond our control.

• Usually 5-8 business days (Fedex FIC)
  
• Tracking number included

Import Duties / Taxes / Fees

• No surprises at checkout: Singaporean orders include all taxes and duties. The price you see at checkout is final. There is nothing to pay on delivery.

When your order ships, you’ll receive an email with your tracking details so you can follow its journey. It will ship to Singapore via FedEx, then finish its journey via your local postal system.

Shipping prices and services may change without notice.

Processing Times

• Orders placed before 4pm GMT, Monday–Friday, are usually dispatched the same day.
  
• Excludes backorders, weekends, and national holidays.

Delivery Estimates

Delivery time may be affected by busy periods or factors beyond our control.

• Usually 6-10 business days (Fedex FIC)
  
• Tracking number included

Import Duties / Taxes / Fees

• Payable on Delivery: UAE orders are shipped excluding import duties and taxes. Final charges, if applicable, are payable upon delivery to local customs or the delivery courier.

When your order ships, you’ll receive an email with your tracking details so you can follow its journey. It will ship to UAE via FedEx, then finish its journey via your local postal system.

Shipping prices and services may change without notice.

To use a Discount Code, just type it in on the Checkout page.

Our Discount Codes can not be combined with Reward Points vouchers, other discount codes, or Bundles. Our system will only process one discount code per order.

If you have any problems using your code, check whether it has expired, or if you have already used it for a previous order.

If you continue to have problems, please contact our team.

Awake Rewards Club Members earn points on purchases and get exclusive benefits.

Our Reward Points vouchers can not be combined with other discount codes or Bundles.

To find out more about our programme, please see the dedicated FAQs section on the Rewards Club page.

Payments on our website can be made securely through PayPal, Apple Pay, Google Pay, Shop Pay, Visa, Mastercard, Maestro, Diners Club, and Discover.

We're sorry to hear you're having problems completing your payment. The best and fastest way to reach us is by email.