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Welcome to our new EU site | All orders fulfilled directly from EU

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Answers to Your Questions About Our New EU Site Launch

 

Questions from EU Customers: 

What are the shipping costs and delivery times to my country? 

Shipping costs and delivery times vary depending on your location. For detailed information, please refer to our Shipping Information page, which outlines costs and estimated delivery times for different countries within the EU.

Will I be charged customs duties or taxes on my orders? 

Orders shipped within the EU will not incur additional customs duties. All applicable taxes are included in the final price of your order at checkout.

Are all products available on the EU site that are on the UK site? 

At the moment, we sell our best-selling products on the EU site. While we strive to offer the same range of products on both the EU and UK sites, there may be slight variations. We are continuously working to expand our offerings. Please check the EU site for the most current product selection.

Do you offer customer support in my local language/time zone?

We provide customer support in English, but our team is committed to assisting you promptly, regardless of your time zone. If you have specific language needs, please contact us, and we will do our best to accommodate you.

Can I use the same account/login details as my UK site account?

No, you will need to set up a new account for the EU site. If you encounter any issues during the setup process, please contact our customer support team for assistance.

How do returns and exchanges work for EU orders? 

Returns and exchanges for EU orders follow our standard return policy. Please visit our Returns & Exchanges page for detailed instructions and conditions.

Are there any EU-specific promotions or discounts? 

Yes, we may offer EU-specific promotions and discounts from time to time. Please sign up for our newsletter or check our website regularly to stay updated on the latest offers.

Is the pricing on the EU site in Euros or another currency? 

All prices on the EU site are displayed in Euros (€) to provide a clear and consistent shopping experience for our EU customers.

Are there any restrictions on certain products being shipped to my country? 

Some products may have shipping restrictions due to local regulations. Please check the product details on our website or contact customer support for specific information about shipping to your country.

How secure is the payment process on the EU site? 

The payment process on our EU site is highly secure. We use industry-standard encryption and security measures to protect your personal and payment information. Your privacy and security are our top priorities.

Questions from UK Customers: 

Can I still order from the UK site if I want to send a gift to someone in the EU? 

Yes, you can order from the UK site and send gifts to recipients in the EU. Please ensure that the shipping address is correctly entered, and note that shipping costs and delivery times may vary.

Will there be any changes to shipping times or costs for UK orders? 

No, there will be no changes to shipping times or costs for UK orders due to the launch of the EU site. Our shipping policies for UK orders remain the same.

Can I use my UK site account to access the EU site? 

No, you will need to set up a new account for the EU site. If you encounter any issues during the setup process, please contact our customer support team for assistance.

Are there any differences in product availability between the UK and EU sites? 

At the moment, we sell our best-selling products on the EU site. While we strive to offer the same range of products on both the EU and UK sites, there may be slight variations. We are continuously working to expand our offerings. Please check the EU site for the most current product selection.

Will there be any changes to pricing or promotions on the UK site due to the EU launch? 

No, the pricing and promotions on the UK site will not be affected by the launch of the EU site. Both sites will operate independently with their own pricing and promotional offers.

How will customer service be affected with the launch of the EU site? 

Our customer service team will continue to provide the same high level of support to all customers. The launch of the EU site will not impact our commitment to assisting our UK customers.

Can I return or exchange items purchased from the EU site through the UK site? 

No, returns and exchanges for items purchased from the EU site must be processed through the EU site. Please refer to the Returns & Exchanges page on the EU site for detailed instructions.

Will there be any changes to payment methods accepted on the UK site? 

No, there will be no changes to the payment methods accepted on the UK site due to the launch of the EU site. The UK site will continue to accept the same payment options.

How will VAT and taxes be handled differently for UK and EU orders? 

VAT and taxes for UK orders will continue to be handled according to UK regulations. For EU orders, all applicable taxes will be included in the final price at checkout, ensuring a seamless shopping experience.

Can I receive notifications or updates about both the UK and EU sites from the same email subscription? 

No, you will need to subscribe separately to receive notifications and updates from both the UK and EU sites. This allows us to tailor our communications to your specific interests and preferences.