Frequently Asked Questions


Questions relating to opening an account on our website.

Before ordering, we recommend creating an account with us. Visit ‘Login/Register’ on the website’s top-level menu (desktop and some tablet devices) or at the bottom of your screen (mobile users), where you will find the user icon. From here, you can register for an account, add items to your wishlist, edit your details and more. You can also opt to receive offers through our newsletter and, if you become a customer, you will be entitled to special member benefits.

Please note: We do not store your payment details in our database.

Visit the ‘Login/Register‘ form and submit a password reset request. Proceed to follow the instructions in the email received. If you can’t locate the email, please check your ‘spam’ folder or wait several minutes to either check your inbox again and/or submit another request.

If you have any problems with the above, please get in touch with our customer service team who will be happy to help. We are available during our support hours.


Payment methods, currencies and processing.

Our secure online payment platform accepts all major credit and debit cards. You may also select Laybuy at checkout, which allows customers to pay for their order across 6 weekly instalments without any additional fees.

Our store’s base currency is GBP (British Pound). You may convert store currency to EUR or USD using the selector (top right hand side of the menu).

Please be aware that if you are purchasing in a currency other than GBP, you may still be charged fees for any automatic currency conversion by your chosen payment method, bank and/or credit card issuer, who may determine their own rate of exchange (whether inclusive or exclusive of any bank or card fees).

Please also note that currency exchange rates fluctuate on a daily basis, which may (from time to time) account for slight price differences.

If you have attempted payment at checkout without success, please try the following:

  • Ensure your bank account or other payment method is adequately funded. If it is and it still doesn’t work, get in touch with your provider to ensure that your attempted payment to us is authorised.
  • Double check all details entered at checkout for any typographical errors. If any name, address or bank details are incorrect, your order may not go through.


    If the above steps do not work or a technical issue is suspected, try the following:

  • Ensure that your browser is fully up to date and/or try loading the website in a new browser. You can also try a different device.
  • Clear browser cookies and create a new order before proceeding to checkout.
  • If the transaction still fails, then try a different payment method or get in touch with our customer service team during our support hours.
  • Orders

    Placing orders and pre-orders on our website.

    Our customer service hours are as follows:

    9am-6pm GMT: Monday – Saturday

    You can reach us via email at, contact us via our online form or message us on Whatsapp. You may also call us by phone on +44 (0) 333 006 7770

    Please note: we can only accept messages through Whatsapp.

    After a successful order, you will be redirected to a thank you page and will receive an automated email shortly after. Once your order has been sent, you will receive an order complete notification.

    If you haven’t received an email ten minutes after ordering, please check your spam and/or junk folders as well as the payment method you used to place your order.

    If in any doubt, contact our customer service team and we will reply to you as soon as possible during our support hours.

    All orders received by 3pm GMT Monday-Friday will be processed and sent on the same day.

    Next working day orders placed on Friday before 3pm will be processed and sent by us on the same day and delivered the following Monday.

    Orders received after 3pm on Friday, or on Saturdays and Sundays will be processed and sent out the following Monday.

    Please note: suspected duplicate orders or orders that indicate fraudulent activity will be placed on hold. In such cases, the customer will be notified and the order will remain paused until investigations have finished.

    As long as the order hasn’t been fulfilled or left our warehouse, and provided we receive your request during our business hours, we can amend your order to include available items and/or remove specific items. Please contact our customer service team for more information.

    Product price difference costs and/or extra delivery charges may apply. Refunds for excluded products will be processed as soon as your order is amended and received in accordance with the timeframes indicated in this FAQ and our Refund Policy.

    Provided we receive your request during our business hours, we can usually cancel orders if we receive your notification before the order is sent out.

    After send out, we cannot recall any orders. However, once delivered, you will have a 14-day ‘cooling off’ period starting from the day after you receive it. During this time, you may notify us by email that you wish to return any items, and from this point you will have 14 additional days to do so. Return delivery costs may apply. Please see our Refund Policy for a full explanation.

    Pre-ordering an item involves ordering and paying in advance for any product(s) that are expected to be in stock at our warehouse on an estimated date in the future. When you pre-order items, you will be charged for these up front, rather than upon release from our warehouse to you.

    The advantage of pre-ordering is the ability to secure popular items before they go out of stock. It’s an effective way to ‘reserve’ these products.

    On certain product pages, you will see an ‘Expected’ date assigned to items available for pre-order. This date will still be visible when the item is added to the basket and at checkout.

    Please be aware that ‘Expected’ dates refer to estimates for any pre-order product’s arrival at our warehouse. They are not exact shipping or delivery dates.

    In some cases, pre-ordered items may be subject to delays of up to 14 days from the ‘Expected’ date shown; by purchasing pre-order items on our website, you acknowledge your acceptance of this in our Terms of Service

    We will always aim to get in touch with you by email if your pre-ordered item hasn’t arrived at our warehouse after 7 days from the last expected arrival date.

    If we’re unable to deliver pre-ordered items within what we consider to be a reasonable timeframe, we reserve the right to cancel pre-orders that have been placed by customers. Should this happen, you will be notified by email and offered an exchange of items or reimbursement of costs.

    If items that are available are ordered at the same time as pre-order items, the available items will be sent as soon as the order has been processed, in accordance with our usual lead times.

    UK, EU and International delivery options chosen at checkout will apply to both the delivery of ‘in stock’ items and the future delivery of any pre-order items in your basket. Therefore, the total amount chargeable will include two delivery fees, rather than one.

    Once arrival is confirmed at our warehouse, your pre-ordered items will be sent out from the point of the later ‘Estimated’ date onwards.

    If, for any reason, you would prefer all items to be delivered together, please indicate this to our fulfilment team by checking the ‘Order Notes’ box and entering your request. We will hold your ‘in stock’ items until your pre-ordered items arrive at our warehouse, recalculate the difference in shipping costs and reimburse surplus delivery fees to your original payment method.

    After your order is confirmed, you can expect to receive your in stock items thereafter. You will subsequently be notified when your pre-order items are sent out.

    Wherever possible, we use recyclable packaging that is suitable for transporting our products. We pack all items thoroughly in order to minimise damage during transit.

    Your order complete email will include an electronic invoice (paid).

    All delivered parcels contain a paper packing slip, which features an itemised list of items ordered, the order number and other details relevant to your purchase.

    If you have any specific requirements in this regard, please contact our customer service team and we’ll do our best to help.


    Questions regarding delivery options and tracking.

    Please find our available options and prices below.


    Orders up to £25 – Evri Tracked (est. 2 working days for UK mainland): £3.99
    Orders over £25 – DPD Courier (2 working days): £6.90
    Orders £250+ – FREE DPD 2 Day delivery

    Please note: delays may occur due to delivery service backlogs.

    January 2023: EVRI and DPD (UK)

    Throughout January, we will be offering alternative delivery services with Evri (orders up to £25) and DPD 2 Day Tracked (orders over £25). 

    This applies to orders placed throughout the New Year and January period.

    In order to avoid extended delays, Royal Mail Second and First Class Signed For will be unavailable after early December until the New Year, along with Next Working Day delivery. 

    Next Working Day delivery

    Next Working Day delivery for UK customers will be temporarily unavailable across the late December – January 2023 period.

    Domestic (UK) delivery options

    Evri Tracked (Est. 2 Working Days; 4 days for Ireland, Scotland and remote areas) – tracked without signature – £3.99 for orders up to £25

    Royal Mail 2nd & 1st Class Signed For® – Temporarily Unavailable

    •  ̶-̶ ̶R̶o̶y̶a̶l̶ ̶M̶a̶i̶l̶ ̶S̶i̶g̶n̶e̶d̶ ̶F̶o̶r̶®̶ ̶2̶n̶d̶ ̶C̶l̶a̶s̶s̶ ̶(̶2̶-̶3̶ ̶W̶o̶r̶k̶i̶n̶g̶ ̶D̶a̶y̶s̶)̶ ̶-̶ ̶u̶n̶t̶r̶a̶c̶k̶e̶d̶ ̶w̶i̶t̶h̶ ̶s̶i̶g̶n̶a̶t̶u̶r̶e̶ ̶-̶ ̶£̶3̶.̶9̶9̶
      ̶-̶ ̶R̶o̶y̶a̶l̶ ̶M̶a̶i̶l̶ ̶S̶i̶g̶n̶e̶d̶ ̶F̶o̶r̶®̶ ̶1̶s̶t̶ ̶C̶l̶a̶s̶s̶ ̶(̶1̶-̶2̶ ̶W̶o̶r̶k̶i̶n̶g̶ ̶D̶a̶y̶s̶,̶ ̶i̶n̶c̶l̶.̶ ̶S̶a̶t̶u̶r̶d̶a̶y̶)̶ ̶-̶ ̶u̶n̶t̶r̶a̶c̶k̶e̶d̶ ̶w̶i̶t̶h̶ ̶s̶i̶g̶n̶a̶t̶u̶r̶e̶ ̶-̶ ̶£̶5̶.̶9̶9̶

    DPD Courier (2 Working Days)
    – tracked – £6.90 for orders over £25

    Next Working Day – £8.99 – Temporarily Unavailable

    • – Royal Mail Special Delivery by 1pm – includes tracking and signature
    • – DHL Next Working Day (Monday-Friday) – includes tracking and signature

    *Please note: we use Royal Mail Special Delivery by 1pm as standard, but may use DHL to fulfill Next Working Day delivery orders on occasion, with a 12pm cut off time.

    Please find our available options and prices below.


    Until 8th December, EU and international deliveries will be despatched with Royal Mail. From 9th December, DPD will be used up to and including our last posting date (22nd December). Delivery times may be affected by the busy seasonal period.

    EU and International delivery options

    DPD or Royal Mail Intl. Tracked & Signed:

    • – EU delivery: 3-6 working days – includes tracking – £18*
    • – International locations: 5-10 working days – includes tracking – £23*

    *Please note: depending on the item(s) and quantities ordered, we will use either DPD or Royal Mail International Tracked & Signed.

    From the point of leaving our warehouse, deliveries take between 3-6 working days to European countries and between 5-10 working days to international locations. Please note: these lead times are guides and may be affected by customs procedures. EU & Intl. customers are responsible for evaluating any potential charges in advance of placing an order on this website.

    EU and International orders placed Mon-Fri by 3pm GMT will be sent out the same day. If you order after 3pm on Friday, or on Saturday or Sunday, your order will be sent out the following Monday. As with domestic orders, delivery lead times do not include processing times or non-working days.


    Our cut off time is 3pm GMT for all orders.

    Orders placed from Monday to Friday before 3pm GMT will be sent out on the same day; however, if any products are ordered on Friday after 3pm, Saturday or Sunday, your order will be sent out on the next working day of the following week (Monday). Please note that delivery lead times do not include processing times or non-working days.

    If Next Working Day delivery is available and selected by 3pm GMT Friday, your order will be sent out the same day and will be delivered the following Monday. If you select this option after 3pm on Friday, or on Saturday or Sunday, your order will be sent out on the Monday of the following week and you can expect to receive it the following working day (Tuesday).

    General guidelines

    Please ensure that you select the best delivery option for your requirements. We will only deliver your order using the delivery service and class selected, unless your order applies to the exception regarding EU and international deliveries, as stated in the aforementioned section.

    Please note that for all UK, EU and international orders, 3pm GMT Monday-Friday is our cut-off time for sending items out on the same day. Any orders received after 3pm Friday until 3pm the next Monday will be sent out on the same Monday.

    Also, please be aware that delivery lead times do not include order processing times and non-working days. For more information, please visit the ‘Orders’ section of this FAQ.

    Bank holidays

    Please note that collection and delivery times are typically restricted during UK Bank Holidays and seasonal events.

    Any orders placed during UK holidays will only be dispatched and fulfilled once delivery services resume. Orders placed directly in advance of any UK holiday period will be dispatched according to our usual fulfilment times; however, please be aware that the delivery process itself is likely to be delayed during non-operational periods. We recommend checking Royal Mail, DHL and DPD online for carrier-specific holiday dates and non-operational periods.

    If you are an EU or international customer, any upcoming local Bank Holidays and/or seasonal events should be taken into account before placing your order.

    Restricted items and territories

    Some products cannot be delivered outside of the UK and/or the EU. If this is the case, visitors from these countries will not be able to add the product(s) in question to their basket. Whenever an item’s delivery is restricted to certain areas, information is included on their individual product pages in the tabbed content section.

    Please note: needles cannot be despatched with DHL Next Working Day delivery (UK). 

    Due to current circumstances, courier services have ceased operations in the Ukraine, along with Russia and Belarus. Therefore, we cannot deliver to these locations.

    Bulk order fees

    Some heavier and/or larger items are subject to an additional delivery fee if the total item quantity exceeds a certain number. This information is included on these items’ individual product pages in the tabbed content section. The additional fee and descriptor will be automatically applied at basket and checkout.

    If you wish to order wholesale quantities or request a specific product, please visit our Vendor, Affiliate and Wholesale Enquiries section.

    Next working day delivery is available to UK customers. Simply select this delivery option at checkout.

    Deliveries that qualify as ‘next working day’ must be placed by 3pm GMT from Mon-Thu to be received the very next day.

    Next working day delivery orders placed on Friday before 3pm GMT will be sent out the same day and delivered the following Monday. 

    Orders placed after 3pm on Friday, on Saturday or on Sunday will be collected by DHL or Royal Mail the following Monday.

    On weekdays, next working day orders along with all other orders placed after 3pm GMT will leave our warehouse the next working day and arrive the day after.

    Next working day delivery options and lead times do not apply to EU and international orders.

    UK customers can select Royal Mail 1st or 2nd Class Signed For® delivery at checkout. If delivery lead times coincide with the next Saturday following your order, there is a chance that your order may arrive on a Saturday – however, this will depend on the postal service in your area.

    If you place an order on Saturday (or Sunday), your delivery will typically be collected by your chosen carrier on the following Monday.

    UK Next Working Day and DPD/Royal Mail Intl. Tracked & Signed (EU and international) are services that include tracking. Once processed and shipped from our warehouse, these orders will be assigned a tracking number, which you will receive via email. Couriers such as DHL and DPD may also provide updates regarding delivery status.

    Royal Mail 1st and 2nd Class Signed For® delivery options do not include tracking until the endpoint is reached and a signature is recorded.

    Although we try to fulfil requests entered in our checkout’s ‘Order Notes’ section relating to processes under our control, we advise you to relay any point of delivery information directly to your chosen delivery service. We cannot be held responsible for unfulfilled point of delivery requests entered into the checkout section of this website.

    Some delivery services, including those offered to UK customers via our Next Working Day delivery option, will invite you to enter requests after your order has been sent from our warehouse, for e.g. notes on where to deposit your parcel and/or with whom. If this matter is of concern to you, please check directly with your preferred delivery service in advance of ordering. 

    Free delivery is applied at checkout to all orders £250 and over. These will be sent via Next Working Day delivery for UK orders, and  DPD or Royal Mail Intl. Tracked & Signed for EU and international orders.

    Qualifying orders will find this option pre-selected at checkout. If you prefer to change this option and select another provider, please contact us; this may incur a delivery charge.

    Total delivery costs include parcel packaging, fulfilment and delivery. The below costs apply on all orders up to and including a total item value of £249 (free shipping with DHL/Royal Mail Special Delivery, or DPD EU & Air Intl. is offered for orders £250 or over).

    Some items may be subject to an additional delivery fee if a larger quantity is ordered. This fee will be automatically applied in the basket and at checkout.

    Our costs do not include any fees related to redelivery charges for missed deliveries. They also do not include any customs fees, taxes, or fees levied on goods leaving the UK and imported into recipients’ own countries. If you are located outside of the UK, it is your sole responsibility to evaluate any potential charges that may apply in advance of ordering from our website.

    We and our third-party logistics providers do not and cannot provide any estimates, calculations or invoices for customs, duties, taxes and/or other fees in advance of any order made through our website.

    We advise raising any questions with your local customs office in advance of ordering from our website, as our customer services team will not be able to assist you with any of these queries before, during or after your order is complete.

    For comprehensive information about additional and/or country-specific charges outside of our control, including EU and international taxes, fees and customs, as well as any questions regarding the abandonment, refusal or seizure of imported and/or ‘banned’ goods, visit the relevant sections on our Terms of Service and Refund Policy pages.

    Orders of in-stock items do not include pre-order items. These are delivered later than and separate to orders of in-stock items, in accordance with pre-ordered items’ estimated arrival at warehouse timeframes, which you are notified about on all applicable product pages.

    Prior to purchasing any pre-order item, you would have been made aware of the status of the item(s) on their individual product pages, in the cart and at checkout.

    If you have completed a purchase for pre-ordered item(s) only, you would have been charged a single delivery fee. After your automatic order receipt email, you will later receive a pre-ordered item email notification, followed by a confirmation email once your items have been sent out.

    If you have purchased pre-ordered item(s) alongside item(s) that are currently in stock, you would have also been provided with a separate delivery option list for your pre-ordered item(s) at checkout, which you would have paid for upon submitting your order. After your automatic order receipt email, you will later receive a pre-ordered item email notification at the point of sending out your in-stock items, followed by a confirmation email once your pre-ordered items have been sent out. 

    If any pre-ordered item is subject to delays of over 7 days, we will notify you by email and you will have the right to proceed or cancel.

    Please visit the
    ‘Orders’ section on this page for more information about pre-ordering items.

    This can happen due to a number of reasons. It’s possible that you may not have been available to receive the parcel when it was delivered. We advise checking with other members of your household, business premises and/or neighbours.

    Your chosen third-party delivery service may have sent you an email or text update that was missed. Please check your inbox and spam folders for unseen email updates.

    If no email or text is found and your order is Next Working Day delivery, check the order status by subscribing to delivery updates. There may be detail concerning the trajectory of your parcel that may help you locate it.

    You can also contact the delivery service directly by phone. Provide any information you have regarding your order, including the individual courier’s details (if available). Any information is useful in the event that your item is delivered to the wrong address.

    If you still need advice after taking the above steps or want us to step in, please contact our customer service team – we’re available during our business hours.


    Summary of our refund, return and exchange policies.

    We offer a 14-day ‘cooling off’ period to our customers, whereby unwanted items may be returned and refunded or exchanged, minus delivery fees and/or any price differences for exchanged items. Please see our Refund Policy page for full details covering UK, EU and international orders.

    We cannot accept returns or process refunds for certain categories of products, however. Therefore, please be certain about these items before proceeding with your purchase; refer to the ‘Exceptions’ section of our Refund Policy page for full details.

    If you’d like to return any other item/s for a refund and/or exchange, please bring your request to the attention of our customer service team by email (no other forms of communication will be accepted) within a 14-day period, starting from the day after the order is received and ending 14 days later.

    Items must be sent back and received at our warehouse within 14 days of your return or exchange request, beginning the day after this request is submitted by you. In such instances, the customer is obliged to cover all return delivery costs, as well as any delivery costs for exchanged items sent out from our warehouse.

    You will require a return label from our customer service team before proceeding to return your item/s. The item/s in question must meet our inspection criteria upon their return to our warehouse or they will be refused.

    Please note: items for return that have not brought to our attention in advance, and haven’t been issued a return label by our customer service team, cannot be received at our warehouse. You must ensure you have received authorisation from our customer service team before sending items back to us, which must arrive in new, undamaged condition.

    If there’s anything wrong with your order, including instances where an incorrect item quantity has been received or an order intended for someone else has arrived at your premises, we want to know about it! So, please don’t hesitate to get in touch with us and we’ll be happy to step in and help resolve things for you.

    As long as these issues and others are brought to our customer service team’s attention by email and – if requested – with evidence (a photograph or video with written documentation) within a 14-day period beginning the day after order receipt, we can process refunds and/or exchanges and replacements for items under the following circumstances:


    • Incorrect order and/or missing item(s)* in order
    • Damaged items
    • Tampered with in transit

    *If items are missing, please check whether you selected pre-ordered items at checkout.

    Depending on the case, your refund may be subject to a return and internal inspection process at our warehouse. For more details regarding this process, please visit the ‘Damaged/Faulty Products’ section of our Refund Policy. In these cases, we will cover return delivery costs and issue you with a printable delivery label.

    For incorrect and/or missing item(s), or those that have arrived damaged, we may require photographic or video evidence with an explanation. In all of the above cases, we may ask you for further details so that we can handle your request as quickly as possible.

    If you want to exchange or replace a damaged item and this request is approved by us, re-delivery costs will be covered. Should any item not meet our inspection criteria, it may be returned at the customer’s own cost.

    We are highly sensitive to the needs of our customers and committed to sending out all orders in a timely manner, in accordance with our internal lead times (please visit our Deliveries section for our order cut-off times, as well as a list of our service providers and their associated delivery times). In short, we’re equally concerned to ensure your order arrives on time as you are!

    Whilst delivery provider lead times are fulfilled in the overwhelming majority of cases, we cannot influence the delivery process once orders leave our warehouse. By extension, we cannot guarantee that your order won’t be subject to unexpected delays, courier issues, missed or abandoned deliveries, and other external factors outside of our control. By default, you agree to our Terms of Service at checkout that confirms your acknowledgement of the fact that potential issues may rarely occur.

    If you are expecting an order that you haven’t yet received, please double check your selected delivery option and discount any non-working days (Saturday and Sunday) from lead times. If you have received fewer items than expected, please ensure that your order did not include any pre-ordered items, which are sent separately (visit this FAQ’s Deliveries section for details on ‘Will pre-ordered items be included in my parcel?’). Please also check your premises and its perimeter, and/or consult with adjacent neighbours; you may be able to locate your order at your local Post Office or depot. If you have opted for Next Working Day Delivery (UK) or are an EU/Intl. customer, you may also check your order’s status via your tracking link.

    There may be a chance that you have missed your delivery and experienced delays subsequent to this. In these cases, our usual Refund Policy for unwanted items applies should you wish to return your order once you ultimately obtain it. You will first need to get in touch with us via email and make a formal request to cancel your order before we can initiate the process. Additionally, you must first receive your order and send it back to us using a return label issued by us. Once it is received and inspected at our warehouse, we can process a refund for you, minus delivery and return label costs. 

    Alternatively, you may have experienced delays for reasons relating to your selected delivery provider’s logistics, a redirection or retrieval from a different location, individual courier issues or any other factor relating to delivery outside of our control. If you have not received your order and have reason to suspect it has gone missingplease get in touch with us. If you have selected either 2nd or 1st Class Royal Mail Signed For, we can check to see whether your order has been accepted and signed for by a third party, for example. If you have selected Next Working Day Delivery (UK) or are an EU/Intl. customer, we can also take a look at your order tracking data and make enquiries to your courier service on your behalf (please note: this does not encompass advice regarding customs procedures and import fees). 

    Cases involving parcels that are determined to be lost and cannot be located within 3 days are dealt with on a case-by-case basis in accordance with our Terms of Service.

    Unfortunately, we cannot be held responsible for loss of income arising from delivery delays of any kind, or any other factorsIf you require any items from our store in advance of a specific date, we highly recommend making an allowance of at least 1 additional working day upon placing your order. During busy seasonal periods, we recommend making an allowance of at least 2 extra working days due to inevitable postal service delays.

    For full details, please visit our Refund Policy and Terms of Service pages.

    For faulty items that are discovered to be defective upon opening (typically syringes, threads, machinery and/or devices), we provide a 14 -day window beginning the day after order receipt to flag the issue to our customer service team by email, alongside photographic or video evidence of the issue. For full details, please visit the ‘Damaged/Faulty Products’ section of our Refund Policy

    Upon our approval for a replacement, exchange or a refund, if requested, you may be required to return the item for inspection at our warehouse. In these instances, we cover return delivery costs and will issue you with a printable delivery label.

    Replacement and exchange send outs for (or refunds, if requested) are initiated within 1-2 working days of receipt at our warehouse.

    All replacement item delivery costs will be covered. Alternatively, refunds can be processed upon request. Should any item not meet our inspection criteria, it may be returned at the customer’s own cost.

    Please note: Minor variations in manufacture do not indicate product inauthenticity.

    We do not offer refunds based on treatment outcomes, complications, unmet expectations or otherwise. We are not liable for any adverse instances that may occur in relation to our products’ performance on or by individuals such as our customers, clients and/or any other third-parties.

    For more details, please visit our Terms of Service and Refund Policy pages.

    Once returned items have been inspected (if applicable) and your refund is approved, the refund will be initiated within 1-2 working days. Please see the ‘Processing Times’ section of our Refund Policy for full details.

    However, we cannot guarantee how long it will take from our initiation of the refund process for you to receive your funds. Processing times vary between payment methods and banks, although refunds are typically received within days.

    You will receive your refund via your original payment method. Under normal circumstances, we cannot return payments to an alternative card or bank to the one that you used to complete the original transaction.

    If your refund is rejected by your payment method or card issuer, we will get in touch with you and ask for an alternative payment method. The sooner you can provide this, the sooner we can process your refund.


    Information about the products retailed on this website.

    We specialise in professional-use cosmetic K Beauty products. As a result, the products supplied by us are obtained directly from their South Korean manufacturers and their approved distributors. As a rule, we only sell EU and Korean-made products from established sources. We also retail high-quality consumables and accessories from Korea, Asia and the European Union.

    We guarantee the origin and traceability of our products as we obtain them directly from their manufacturers and/or their official representatives.

    All items are dispatched from our UK-based warehouses in London and Birmingham.

    You can find information about a product’s certifications in the ‘Specifications’ section of each product’s page on this website.

    Cosmetic fillers retailed on this site are labelled accordingly and, where applicable, marked as MFDS-approved, KGMP and/or KFDA-approved. Many hyaluronic acid-based products, as well as mesotherapy products, skin boosters and vitamins carry unique lot numbers, QR codes and/or seals to certify their compliance and origin.

    Our ability to source products from their original manufacturers and their authorised distributors ensures that they retain their quality and integrity, supported by appropriate transportation and storage procedures, throughout the supply and logistics process.

    We conduct a full inspection of incoming items to our warehouse.

    Our items are stored in accordance with manufacturer recommendations, are subject to quality control checks and are retained in accordance with storage guidelines. They arrive at our warehouses via expedited international delivery from equivalent facilities.

    We use suitable packaging to ensure they arrive without damage to your premises and give UK customers the option to select next-day delivery timeframes.

    The products retailed on our website carry a minimum of 4 months remaining shelf life. If there are exceptions to this rule, we will note this on the product page. If, on rare occasion, a product is found to have a <4 month expiry date before its shipment from our warehouse, we will notify the customer before send-out.

    When applicable, expiry dates are shown on the product’s exterior packaging and/or interior contents. Please note: the date format for some products  (US and Korean) may be in reverse to the format commonly used in the UK.

    Should you require any guidance on matters relating to product usage, we recommend reviewing the manufacturer’s guidelines. These may be in the form of a leaflet enclosed within the product itself or printed guidelines on a product’s exterior packaging. You may also contact the manufacturer directly.

    Any advice given via individual product pages on this website originates from the manufacturer and acts as a guide only; individual suitability, dosages and treatment frequency must be pre-assessed.

    We cannot offer advice in this regard. We also cannot evaluate the suitability of any product listed on this website, particularly against products retailed elsewhere. We also cannot provide advice on how to use these products beyond the scope of manufacturer’s guidelines. Treatment-specific feedback is also not permitted.

    If you have a question relating to the product’s own individual characteristics, our customer service team will be happy to help. We are also available to answer order and delivery-related questions during our support hours.

    If we retail the product in question, our customer service team will be happy to find it for you on our website and send you the link. If, alternatively, a certain type of product is requested, we can help you identify the best match for your needs.

    If something isn’t available in our store, we’re also happy to point you in a different direction and provide recommendations (as verified by our customers!) for alternative stores that carry the types of products you may be seeking. 

    For items that are either out of stock or aren’t listed on our website, feel free to get in touch with us as we may be able to backorder these items for you.

    Yes! Subscribers and customers are often the first to know about flash sales and special offers, so make sure you register for an account and subscribe to our newsletter. We offer a 10% discount off first orders to all new subscribers.

    Please note: Our limited-time flash sales and expiring coupon codes are aligned with Greenwich Mean Time (GMT). We cannot alter these to correspond with visitors’ local time zones.

    Vendor, Affiliate & Wholesale Enquiries

    Manufacturers, distributors and those with large order requests.

    If you are a manufacturer or distributor of high-quality Korean products, we would be happy to learn more about your products. Please feel free to get in touch with us.

    Please get in touch with us or email We’ll let you know if any opportunities in this venue are currently available and how to apply if so.

    If you’re interested in ordering a larger than average quantity of any item(s) listed on our website, please let us know.

    Additionally, if you wish to order items totalling £2000 GBP or over, please contact our customer service team for information about bulk ordering and wholesale prices.