FAQ'S

Our friendly Customer Service team would love to hear from you, so please do get in touch by clicking on our Contact Us section and filling out the contact form.

Or email: customerservices@escapetotheden.com

You can order online via our website and pay at checkout. Or use our contact form and we will happily place the order for you.

We accept PayPal and all major credit cards: Visa, American Express, Mastercard.

Once your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken, and we would recommend you contact your bank or card issuer to understand why they were unable to authorise the payment.

Payment can be declined for a number of reasons. Try checking the details to ensure that the card details such as the start date, and card type are correct and that your billing address is the same address registered to the card.

If the problem persists, try contacting your bank or card issuer. If you are still experiencing problems, please contact our Customer Service team.

Please make sure you type your discount code into the appropriate box when you check out and click 'Apply' to apply it to your order, happy shopping!

Only one discount offer or promotion code can be used per transaction.

Promo codes cannot be applied to Sale items, Outlet and already discounted items. Should you need any further help, please contact our Customer Service team.

If you don’t find the information you are looking for on the product page and the description information underneath the product image, please contact our Customer Service and we will be happy to help.

Some of our most popular products will sell out of stock very quickly. As we try to keep our products fresh we add new products regularly so you might just find something similar to the one you were looking for.

No, but it will make it make your shopping experience much easier with us in the future if you do.

Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, as well as exclusive discounts and special offers.

You can sign up or you can start shopping straight away and set your account up when you check out, whichever you prefer.

It sounds obvious, but make sure you are entering your details in the correct case first (lower/upper). If you have done this and are still having problems, you can reset your password using the forgotten your password link.

Or, please do get in touch with a member of our Customer Service team and they will help you as soon as possible.

You can cancel or change your delivery address by contacting our Customer Service team. You will need your order number and email address to hand.

Your order can be cancelled or changed at any time until it has been dispatched from our distribution centre.

To ensure you receive your items as soon as possible we will occasionally dispatch items separately.

Please check your order confirmation and estimated delivery timescales from each item on your order to make sure you are not missing anything that is outside of the delivery timescales stated on our website.

If you discover something is missing, then please contact our Customer Service team as soon as possible.

Unfortunately, you cannot choose a specific delivery day yourself, but we do our best to request it for you.

We hope you’re happy with your purchase but if not, that’s ok. Simply contact our Customer Service within 14 days of delivery.

This is only applicable if the item/s returned are complete, in resalable condition, unused and with the correct resalable packaging, otherwise a £30 charge fee applies.

Visit our Returns Section for more information.