ABOUT SHOPPING WITH US.
Do I have to have an account to shop with you?
You can shop on the website without creating an account. There are advantages to setting up an account though; you can see all your orders in one place, your address and contact details are saved for you (but not your card details), you may also be eligible for special offers that only go out to account customers.
Are my card details secure?
How do I know you won’t share my personal details?
Can I contact you by phone or do I have to order online?
It’s safe and easy to order online, but we love talking to our customers, so if you prefer to call then that’s fine with us. You can reach us on 020 8341 1882 - do take a moment to leave a message if you get an answerphone, and we’ll get back to you as soon as we can.
Can I return items if I change my mind?
Yes, provided the items are still in re-sellable condition, you can return them within 30 days for a refund. You are responsible for the cost of returning it to us safely. We cannot issue refunds for items that don’t make it back to us. See here for more information on Returns and Refunds.
I made a mistake - can I make changes to my order?
Yes, provided we haven’t packed it yet. If you want to make a change, please call us as soon as you can to let us know. Once the order has been picked and packed it’s too late to make any changes. Please note - it is your responsibility to check your order confirmation and make sure everything is correct - including the delivery address. We cannot be responsible for lost orders if the address is not submitted correctly.
How can I get in contact with you?
You can send an email to firstname.lastname@example.org or call us on 020 8361 1882 - do take a moment to leave a message if you get an answerphone, and we’ll get back to you as soon as we can.
I think I have an account but I’ve forgotten my login details.
You can get back into your account by clicking the ‘reset password’ link on the login page. If you’ve forgotten what email address you used to create your account, then drop us a line or give us a call and we’ll track your details down for you.
I live outside the UK - do I have to pay VAT?
No. If you live outside the UK, then you don’t have to pay UK taxes. However, your order may be subject to local taxes and import charges paid before it is delivered to you, depending on the value of the order and the tax and duty regulations in the country we’re sending the order to.
Is there anywhere we can buy or see these products in person?
Yes - we often have a pop-up shop at Yoga events and conventions across the UK. If you can’t make one of these, and have more detailed questions about products before you buy, we’re always happy to talk to you on the phone.
What Cards / Method do you accept for online payments?
We accept all major credit and debit cards, except AMEX; you can use your PayPal account; or select ‘Pay by phone’ if you’d like to speak to us first about your order, and we can than send you a secure payment link, or our bank details so you can make a transfer.
ABOUT DISCOUNTS AND WHOLESALE.
I’m training to be a Yoga teacher - can I get a discount?
Yes - teachers and trainee teachers qualify for a 10% discount on most retail orders, subject to some exceptions such as (but not exclusively) sale, and discounted items, holidays, courses and education sessions. Just give us a call or drop us a line to find out how to activate the discount.
Do you offer discounts to Yoga studios and teachers?
Yes - our wholesale pages offer generous discounts on our most popular items, and the good news is that you don’t have to register to benefit from those prices.
Teachers also qualify for the 10% discount on retail orders as above.
I have a discount code - how do I use it?
When you get to the checkout, there is a box where you can enter your offer code.
Provided the code is valid for the items on your order, the discount will then be applied automatically.
ABOUT SHIPPING AND DELIVERY
Do you offer free delivery?
Yes! We offer free delivery to the UK mainland for orders with a goods value over £75. If you sign up to our newsletter, you’ll be able to take advantage of these offers.
How long will my delivery take to get to me?
Deliveries to the UK mainland generally take about 3-5 working days, deliveries to mainland Europe usually take about 5-10 working days, deliveries to destinations outside Europe can take up to 15 working days. Please see our delivery information page for more detail.
I live outside the UK - will I have to pay extra charges?
Possibly. For deliveries to overseas destinations you may be asked to pay customs charges, duty and taxes before delivery is made, depending on import regulations in the destination country.
What happens if my delivery doesn’t show up?
If your delivery doesn’t show up within the expected timescale, please drop us a line, and we’ll investigate what has happened. If we can’t track the parcel down, we may ask you to wait a few more days, just in case it turns up late, and ultimately we will re-ship or refund as you prefer.
Do you offer an express shipping service?
Yes - we offer express services to most UK destinations - the options available for delivery will be displayed at the checkout once you have entered your address details.
How do I track the shipping status of my parcel?
You will receive an email from us on the day we ship your order, giving you details of the service we have used, and the tracking number if applicable.