Online Shop Frequently Asked Questions
Here you'll find answers to some of the questions we are asked most frequently.
To read our full terms and conditions please click here.
Where is my order?
Delivery times will vary dependent on the delivery method chosen, you can find estimated delivery times here. If you think your parcel has become lost, please check with your local post office before contacting us as it may be waiting for you there. Otherwise you can contact us at email@example.com or call +44 (0) 20 7833 1010 and we will help you if we can.
Please note, that all orders may be subject to delay in delivery due to the Covid-19 pandemic. If your order has been shipped in the last 14 days (within the UK) or 21 days (outside of the UK), we are unable to provide further tracking information. Therefore please email us again after these time period has elapsed if your parcel has still not arrived.
Can I track my order?
Orders shipped via Royal Mail 1st or 2nd class cannot be tracked, but courier deliveries can be tracked directly with the courier company. We are unable to provide tracking information for any orders. If your order can be tracked then you will receive a tracking number and details of the courier in your dispatch confirmation email.
Can I get hold of a product more quickly?
If you need a product urgently, please visit our shop at 70 Marchmont Street, London, WC1N 1AB or call us on +44(0)20 7833 1010. Our opening hours are 11:00-19:00 Monday to Friday; 12:00-18:00 on Saturdays and Sundays.
What is your returns policy?
We want you to be completely happy with your purchase. If however you would like to return an item ordered online, please do so within 30 days. Please fill out the return section of the dispatch note to ensure quick processing of your return. Items must be in original condition and returned with the original sales receipt. Customers are responsible for all returns costs and we are only able to refund the initial delivery charge if the items were damaged or faulty when delivered. Please note, refunds can only be made to the original card used to make the order, and can take up to 10 days to process once they are received in the warehouse. If it is not possible to refund to the same card, then we will raise a gift voucher for the correct value. To arrange a return, fill in our form here.
Do you deliver internationally?
Yes, international orders will be sent via Royal Mail Tracked and Signed or via an alternative courier based on the order size and destination. Please note we are unable to influence the delivery of your parcel once it has left the UK. Royal Mail may pass the delivery on to a local courier, if you have any queries it would be best to get in touch with your local postal service.
How much does delivery cost?
Details about all our delivery costs can be found here
What can I do if my item was damaged or faulty when delivered?
If anything you receive from us is damaged or faulty when it is delivered, please notify us at firstname.lastname@example.org with photos of the issue within 10 days of receiving the parcel.
I would like to buy something as a gift, what gift options do you offer?
There is the option to add a gift message at the checkout, this will be added to the delivery note in the parcel. Delivery notes do not show prices as standard. We are not currently able to offer gift wrapping.
I made an error when entering my shipping details, can I please correct this?
Our packing and shipping process is extremely efficient. Once your order has been placed, it will be in progress and there is no way to alter shipping details. Please take care to ensure your shipping details are correct. If your parcel is unable to be delivered due to an incorrect address given, we may feel it necessary to refund your order rather than reattempting delivery.
I have teenagers/children and want to know which of your card sets and books I could purchase for them.
Our item most suited for families is the 100 Questions, Family edition. Our products and content are targeted at adults, and can contain material you may deem unsuitable for younger people.
How do I contact customer service?
Please email email@example.com with any queries you have. Our customer service team works Monday to Friday 9am to 5pm. We endeavour to answer emails within 3 working days. Please note emails are not monitored at the weekend.
How do I redeem a gift voucher online?
You can enter the gift voucher code within the checkout process for product purchases.For classes or workshops please email firstname.lastname@example.org detailing the class you wish to attend and providing the gift voucher code. Please note that gift vouchers are only accepted by our London Store and in our Online Shop.
When will my gift voucher expire? Can I extend the date?
Gift vouchers are valid for one year from the date of purchase. The expiry date can be found in the bottom right-hand corner of your voucher letter, just above the voucher code. Please note that we will not be able to extend the date of your gift voucher, and we urge you to use your gift voucher by the expiry date specified.
I have lost the code for my gift voucher. Am I still able to redeem it?
Please keep your voucher code safe as we cannot guarantee you will be able to redeem your gift voucher without it. The voucher code can be found on the bottom right-hand corner of your voucher letter. If you can provide us with the name of the person who bought the gift voucher for you, we may be able to trace it through our computer systems without the voucher code but we cannot guarantee this. Please email us at email@example.com with any such requests.
How can I find out the balance of my gift voucher?
Please email us at firstname.lastname@example.org quoting your gift voucher code and we should be able to check this for you. Alternatively, once you have added your chosen item(s) to your shopping basket online, you will be invited to enter your gift voucher code - once you click ‘apply’, the website will automatically generate the balance left to pay.
London store opening hours (GMT/BST): Mon–Fri: 11:00–19:00, Sat: 12:00–18:00, Sun: 12:00–18:00, Closed on UK Bank Holidays