Help Centre

You’ll need to register before you can place an order with The Unexpekted Store. As long as you have a valid email address, then you can head over to our sign up page, enter your details and then you will be good to go.

When creating an account, you can choose to receive our email notifications for exclusive offers. If you are already registered and wish to receive these emails, you can login to your account and change the 'Email preferences' option.

It’s easy to make changes to your details, whether it’s your payment information, password or address book.

Log-in to your account and you’ll find all the options you need.

There’s no need to worry, we’re compliant with data processing laws, meaning we care about keeping your details safe.

For more information, please visit our Privacy Policy page.

Don’t worry, by heading to the log-in page and selecting 'Forgotten your password' . You'll then be on your way to getting it reset in no time.

If you don’t wish to receive our exclusive offers and promotions, you can log-in to your account and select the ‘Email Preferences’ option to make any changes.

Don’t forget, you can choose to re-subscribe at any time!

All The Unexpekted Store stock depends upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, but we’ll be in touch to let you know.

It's easy to order online on our site, and your items will be held in your basket for 60 minutes in case you temporarily leave the page.

To order, find the products you want and add them to the basket. You can either continue shopping or checkout.

If you have any addresses or payment options saved to your account, they will be automatically populated at checkout, making it quick and easy to complete the order. Otherwise you can enter the details manually.

Check your order to ensure it is correct and you’re good to go! We’ll send you an email as soon as the order is on its way.

Click on the basket icon at the top of the page to see the item(s) you have selected.

Use the + button to increase the quantity of any item, or the – button if you need to decrease the quantity. If you want to remove an item completely, click the x button.

You can select or input different shipping addresses at checkout. Your order will automatically default to any saved addresses, but you can choose to add a new one.

We’ll send you an email as soon as it’s on the way! Or simply check your account to track it.

Plus, we want our products to get to you as quickly as possible, so sometimes items may be shipped separately.

You can keep track of all your orders when you log in to your account.

Once you’ve logged in, you’ll see each individual order that you’ve placed with us. Select the one that you want and discover all the information you need.

If you haven’t got the information you need, please contact us via the ‘still need help’ section below.

Your account will show any previous orders you’ve placed.

Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.

The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

Not found the information you need? Send our Customer Service team a message while you’re in your account.

We’re sorry to hear you want to cancel.

If you need any help with your order, you can contact our Customer Service team via the ‘still need help’ section below.

If you wish to cancel, select the order in your account. You can choose to cancel individual items or the whole order. Cancellations cannot be processed if the order is in the process of being shipped.

You will receive an email within an hour notifying you if the cancellation has been processed.

See our returns policy to help you get the order back to us instead.

Once you’ve placed your order, we cannot make any changes to it.

If the order has not shipped, you can cancel the order and place a a new order by logging in to your account.

Select the order you wish to cancel and select the individual items to cancel or you can cancel the entire order.

You will receive an email within an hour notifying you if the cancellation has been processed. Please do not place a new order until you hear from us.

If the product has not shipped, you can cancel the item your account.

You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it the item cancellation has been processed or not.

If you are not able to cancel because the product has been shipped, then you can send the item back to us. Refer to our returns policy to learn more.

Need some more help? You can send our Customer Service team a message via the 'still need help' section below.

We’re sorry that happened! We take pride in all our products.

Please contact us via the 'still need help' section below so we can look into this for you.

Please have ready the following as it will help to expedite the process:

1. 1. Order Number
2. 2. Product Name
3. 3. Details of the problem
4. 4. Images that support the problem, if applicable

As soon as we’ve looked into the problem we’ll send you an email with the outcome.

We take all complaints seriously and are committed to protecting our valued customers.

If you do have a concern regarding the quality of any of our products, please contact our Customer Service team.
Please have ready the following as it will help to expedite the process:

1. 1. Order Number
2. 2. Product Name
3. 3. Batch Number
4. 4. Expiry Date
5. 5. Images where applicable
6. 6. A brief summary that details the actual complaint
   
   Please keep the product until you have spoken with our team who will advise whether or not we require it back for further analysis.

We’re sorry to hear that. Sometimes things can go wrong but we are here to help. Please send us a message via the ‘still need help’ section below.

We’ll need to know the following-

1. 1. Order Number
2. 2. Incorrect item received
3. 3. The correct item ordered

We’ll send you an email notifying you of the status of your order.

We take pride in our products so we’re sorry to hear you’ve received your order damaged.

Please send us a message via the ‘still need help’ section below so we can help.

Please don’t throw the item away. We we may ask for pictures of the damage to ensure we take measures to prevent it from happening again.

As soon as we know what’s happened, we’ll send you an email with the outcome.

We deliver items separately to make sure you get what you need as quickly as possible.

Your delivery confirmation email will list the items that have been sent. If the missing item is not listed, then it is taking longer for it to be delivered and is on its way.

If the item has been sent, then send a message via the ‘still need help’ section below to let our Customer Service team know and they’ll be happy to help.

We offer a variety of online payment methods to ensure our customers can access our products with ease. You can pay using the following methods:

Visa

Mastercard

Paypal

American Express

Applepay

Discover

Google Pay

Clear Pay

You can select your preferred payment method at checkout. To prevent fraud, we and the card issuer will validate payment method and authorise payment.

If you’re seeing the status ‘Payment Problem’, you will need to re-enter your card details.

When entering any card details, please make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

If the problem still persists, then please contact our Customer Service team via the 'still need help' section below, and they will be happy to help.

If you would like to add new payment details, you will need to add this at the checkout stage.

Your new card details will be saved once your order has been placed so you can use it the next time you place an order.

Once all your items are in the basket, add your discount code in the box marked ‘Got a discount code? Enter it here’. Click ‘Use Code’ to apply the discount.

You can only use one discount code per order, otherwise the code(s) will not work. Please refer to the terms and conditions of an offer.

Still having problems? You can contact our Customer Service team via the ‘still need help’ section below.

We’re sorry to hear your code isn’t working. To find out why, you’ll need to check the terms and conditions of the offer. Please note, you can only use one discount code per order, otherwise the code(s) will not work.

If the code is valid and you’re not trying to use more than one code per order, then contact our Customer Service team via the ‘still need help’ section below.

Once you place an order, the PayPal payment will be authorised to be taken but will show up in your PayPal account as ‘pending’ until we ship the products to you.

We will send you an email notifying you when your order has shipped and expected arrival.

To track your order, use the tracking link provided in your email or located in your account to see where your order is.

Our Delivery Information page can give you more information and timescales.

If you do need to report your order as lost then please contact our Customer Service via the ‘still need help’ section below.

All our delivery options can be found on our Delivery Information page.

Please visit our Delivery Information page.

If your order cannot fit in the letterbox or requires a signature, then you will receive a delivery notice with instructions on location of your package and how to collect it.

This card is from the courier and lets you know where your parcel is and how you can collect it.

Please refer to our returns policy page for more information.

If you have additional questions, please contact our Customer Service team. You can contact them via the ‘still need help’ section below.

We want all of our customers to enjoy their products, so if you’re not happy with your order, please send it back to us. Products must not have been opened and you will need to contact us within 14 days of receipt.

To get the order back to us safely, please to log-in to your account and contact our Customer Service team.

They’ll send you all the information you need, but you can also refer to our returns policy page for more information.

As soon as we receive your order, we’ll review the reason for return and let you know what we plan to do next.

You should receive an email to notify you of any action taken.

If you would like further information on this, please see the ‘still need help’ section below.

Any refunds from us will be returned to your account within 5 working days and we’ll send you an email with a confirmation.

If you do not receive your refund after 10 working days since receiving the email, please contact our Customer Service team via the ‘still need help’ section below.

If you are returning an item purchased on the UK website (https://www.theunexpektedstore.com), you can do so by contacting our customer service team below, via message, live chat or phone.

If you wish to return an item that was purchased elsewhere, you will need to reach out to the retailer or place of purchase.

No, you will not have to pay to return an item. You can arrange a return through our customer service team below, via message, live chat or phone. They will provide you with a link where you can create and print out a pre-paid label so that when you take your item to the post office, there will be no charge.

No, we only accept returns on orders that were purchased directly through the UK website (https://www.theunexpektedstore.com). If you wish to return an item that was purchased in-store or from another retailer, you will need to contact the place of purchase for support.

We want you to have peace of mind when deciding to purchase with us, so we have extended our returns policy to cover the festive period.

All we ask is that the item(s) are pristine. Meaning they are unopened, in their original packaging and any retail seals are unbroken.

Please note that we do not refund postage costs for the return of an unwanted item or order. To arrange your return please contact our Customer Service team via the 'Still need help?' section (below).

Please refer to our Terms and Conditions page.

If you’re having problems accessing the checkout or any part of our website, please contact our Customer Service team via the 'still need help' section below so that we can fix this for you.

Please refer to our Privacy Policy page.

You have the right to ask about what personal data we hold about you.

To make this request you can email us via the ‘still need help’ section below.