Service

Frequently Asked Questions

• What options to contact you are available?

  You can reach us in several ways, and we’re always happy to help!

  Email Support (24/7)

  For the quickest response, contact us anytime at [email protected].
  Our Customer Service team monitors this inbox and replies as promptly as possible.

  Phone Support

  Prefer speaking to someone directly? You can call our customer service team at: +44 (0) 1212 81 81 63

  Phone availability

  Monday–Thursday: 9:00–14:00 Friday: 9:00–11:00

  Outside these hours, please email us, we’ll get back to you quickly.

• I have never ordered from an online shop before. How does it work? 

  Navigate to your desired item via the categories or the search window. Place your desired product in the shopping basket and then click on the "Checkout" button.

  Now you can order either with or without creating a customer account. In both cases, fill out the following form (name, address, e-mail, etc.). Then select your billing and delivery address.

  In the next step, you can select your preferred method of payment, check your order again and send it off in the last step by clicking on "Buy now". 

  Please find an more extensive guide on our order page. 

• Do I have to register to order? 

  No, you can order from us as a guest. After clicking on "Checkout", you can select "I would like to order as a guest". 

  However, if you would like to have quick access to your customer data and open or already delivered orders, we recommend that you create a customer account. You can find information on data protection in our data Privacy statement. 

• Is the item in stock?
  All stock level information can be found directly on each product page. If you’d like to be certain an item is in stock or if you’re planning to place a larger order, you’re welcome to contact our customer service team, they’ll be happy to confirm current availability for you.

   

  Please make sure to include the SKU number of the item you wish to purchase so we can assist you as quickly as possible.
• Where can I find sizing or product specifications?
  You can find all sizing details and product specifications directly on each product page. Simply scroll down to the Technical Specifications section, where you’ll see measurements, materials, and any other important product information. This section is designed to give you a clear overview of what to expect, helping you choose the right item with confidence.

   

• How do I apply a discount code?
  Go to your shopping cart and scroll down to the section labeled “I have a discount code.” Enter your code in the field provided, click Apply, and your discount will appear immediately in the order summary. Once the total is updated, proceed by selecting “I’m ready to order.”

   

  To make sure your discount code works properly, always check the spelling carefully and remove any extra spaces, as even small mistakes can prevent the code from applying.

   

  Also, verify the code’s validity period and any minimum order requirements, since many discount codes expire or only activate above a certain amount.

   

  Finally, review the terms and conditions, because some promo codes apply only to specific products, categories, or ongoing promotions, which means the items in your cart must meet the eligibility criteria.

   

  We can not apply discount codes after an order has been placed. 
• What payment options are available? 

  We offer a wide range of secure and convenient payment methods to make your checkout experience smooth and reliable. You can pay using:

  PayPal

  Visa

  Mastercard

  Maestro

  Apple Pay

  Klarna

  Bank Transfer

   

  All payment options are processed through trusted providers to ensure safe, fast and protected transactions.

• Can I still change my delivery address after ordering?

  We ship every order to the delivery address entered during checkout. It is the customer’s responsibility to ensure that the shipping details are correct when placing the order.

  If you need to change your delivery address after ordering, please contact us as quickly as possible. We will do our best to update the address while the package is already on its way, but please be aware of the following:

  Address changes cannot be guaranteed once an order has been processed.

  We rely on the options offered by the carrier, and these differ per shipment.

  If the carrier cannot adjust the address in time, the package may still be delivered to the original address provided at checkout.

   

  To avoid delivery issues or delays, we always recommend checking your shipping address carefully before completing your order.

• Can I change my payment method after ordering? 
  Payment methods can only be adjusted for orders where payment has not yet been received.

   

  Once an order has been paid and processed, the payment method can no longer be changed.
• Can I still cancel my order?

  We process and ship orders as quickly as possible, which means it’s not always possible to cancel an order once we have recieved payment and it has entered the dispatch process.

  If your order has already been shipped, we’re unable to stop it. However, you can simply return the order to us once it arrives. Please check our returns page to find all the information you need to return your order. 

  To find out whether cancellation is still possible for your order, please contact our customer service team. They’ll be happy to check the status and let you know what options are available.

• What are the shipping methods and delivery costs?

  We use Royal Mail for most of our deliveries to ensure fast, reliable, and secure shipping. All orders are carefully processed, and once your parcel has been dispatched, you’ll receive an automated email with full tracking details so you can follow your order every step of the way.

  For more information like the delivery costs, please visit our Shipping Information page.

• Do you ship internationally?
  At this moment, we are only able to deliver to UK mainland addresses.

  
  If you would like delivery outside the UK mainland, please contact our Customer Service team and they are happy to let you know what is possible. We are happy to provide a non‑binding offer.

   

  Please be aware that additional costs may apply for international shipments.
• When will my order be delivered and how can I track my order? 

  All our products display estimated delivery times on their product pages. We aim to ship all orders placed before 15:00h on the same day. During busy periods, processing may take an additional working day.

  Please note that large or high‑volume orders may follow a different shipping schedule.

  Once your order has been shipped, you will automatically receive an email with your tracking information. With this link, you can follow your shipment online and usually see the expected delivery date.

  In some cases, it may not be possible for us to provide a tracking number. If this happens, your order is still on its way, we’re simply unable to share live tracking updates for that shipment.

  If a delivery attempt is made but not successful, the carrier will usually try again on the next working day.

  If you notice any errors or irregularities in your tracking link, please contact our Customer Service team for assistance.

• My order is delayed, what should I do?

  If your order is taking longer than the estimated delivery time shown on our product pages, this may be due to carrier delays, high shipping volumes, or logistical issues. If the delivery estimate has passed or your tracking information shows no movement for several days, please contact our Customer Service team. We’ll investigate your shipment, provide updates, and help ensure your order arrives as soon as possible.

  In case of a failed delivery attempt, carriers typically schedule a new delivery for the next business day. No action is required from you unless the carrier gives specific instructions. If you're unsure whether a failed delivery occurred, our Customer Service team is happy to check this for you.

  For any concerns about delayed shipping, tracking issues, or missed delivery attempts, our Customer Service team is here to help.

   

• Items are missing from my order, what should I do? 

  It’s possible that your order was shipped in multiple packages.

  For various logistical reasons, such as stock availability, warehouse location, or package size, items from the same order may be sent separately. When this happens, the deliveries can arrive up to 2 bussiness days apart, even if they were shipped around the same time. If some items haven’t arrived yet, most of the time, the rest of your order is simply still on its way.

  If your other items haven’t arrived after 2 days or you’d like us to check the shipping status for you, our customer service team is here to help.

   

• An item has arrived defective, what do I have to do? 
  If your item has arrived defective, please contact our customer service team with your order number so we can assist you as quickly as possible.

   

  To help us review the issue, kindly send clear photos or a short video of the defect to our email address. Once received, our customer service team will be happy to help you arrange a refund or a replacement item.

   

  We are committed to resolving defective product issues promptly to your satisfaction. 
• I received the wrong item, what should I do?
  Please send us an email with your order number and a picture of the item you received. Once we have this information, we’ll make sure you receive a free return label and that the correct item is sent to you as quickly as possible, at no extra cost.

   

• How can I return my order? 

  We offer a 30-day return policy from the date you receive your order. You can return products for any reason, as long as they are unused and returned in their original, undamaged packaging.

  How to return your item

  Pack the item securely in its original packaging, if possible. Please make sure the item is packaged properly so it doesn’t get damaged in transit.

  Fill in the return form completely and include it inside the package.

  Send the return to the following address:

  Inavata Limited
  Curriers Close
  Canley
  Coventry
  CV4 8AW

   

  Once we’ve received your item in our warehouse and processed your return, you’ll receive your refund. We aim to process refunds as fast as possible. Within 14 days after receiving the returns you should have received the refund.

  Please note that the return shipping costs are the responsibility of the customer. 

  If you need any more information about returning your item, all the information can be found on our returns page 

• Can I exchange an item?

  You’re welcome to return your item for a full refund, but we’re not able to offer direct exchanges for a different product. If you’d like to receive another item, simply place a new order for the one you prefer.

   

• My item broke after a while, what now? 

   

  If your item has broken or developed a defect, please contact our customer service team with your order number so we can assist you as quickly as possible. To help us review the issue efficiently, please send clear photos or a short video of the defect to our customer service email.

  Our team will determine whether your item can be repaired or replaced under or outside the warranty/guarantee and will help arrange a refund or replacement when applicable.

   

  Please do not send any items back to us without contacting us first, as this may cause delays and unnecessary costs, we will ensure fast and smooth processing to resolve your defective product issue to your satisfaction as best as we can.

   

   

• How can I change my personal data? 

  Log in with your e-mail address and password. On the top right of the homepage you will find the "Login" button. In your customer account you will find your saved data and can easily update them. 

  Please be aware that this information will be used for any new orders, but not for any orders that have already been placed.