I didn’t receive my free gift, what happened?Updated 3 hours ago

I didn’t receive my free gift, what happened?

We totally get it  everyone loves a gift with purchase in their order! Let’s help you figure out what may have happened.

Our gifts with purchase: how they work

From time to time, we run gift with purchase promotions usually announced on-site or via email or social media. These offers are only available:

    •    For a limited time

    •    While stock lasts

Important: Each promotion will clearly state how to claim your free gift.

    •    Sometimes, the gift will automatically be added at checkout. 

    •    Other times, you’ll need to manually add the gift to your basket before placing your order.

We’ll always explain this clearly in the checkout banner, promo pop-up, email, or on the product page so be sure to double-check the steps before completing your order.

If your order didn’t include the free gift when it arrived, there are a few things to check 

• Did you place the order during the promotion period?

• Did you follow the instructions on how to claim the gift (e.g. add it to the cart)?

• Was the gift still in stock at the time you ordered?

If the answer to any of the above is “no,” then unfortunately, your order may not have qualified.

What if I placed my order just before or after the promo?

Promotions have a clear start and end time and unfortunately, we can’t apply them retroactively. If your order was placed outside the stated time window, it won’t be eligible. 

If:

    •    You’re confident you followed the instructions exactly, and

    •    Your order was placed during the active promotion window, and

    •    The free gift wasn’t included in your parcel…

Then please get in touch! Our Customer Care team can check the details and help you out.