How can we help?

A confirmation email is sent to the address used at checkout as soon as the order is placed. If you have an account, the order also appears under your account's order history.

If the email has not arrived, check your spam folder before contacting us — and search for the sender address the confirmation would come from.

An address can only be changed while the order has not yet been prepared for dispatch. Send us the order number and the corrected address through the contact form as soon as possible, and we will tell you whether the change was still possible.

Order status is shown in the confirmation email and, if you have an account, in your order history. Once an order ships, the dispatch email carries the tracking details.

Contact us through the form on this page with your order number and photographs of the item and the packaging. Photographs taken before anything is discarded make the case much easier to resolve.

Send us the order number and a photograph of what arrived. Do not use or wash the item — it makes the exchange straightforward.

Use the contact form on this page and choose Order as the topic. Including the order number in the field provided avoids a round trip.

Each campaign has its own page carrying the prize, the entry window and the Official Rules. It is linked from the homepage while the campaign is open.

The Official Rules link is published before a campaign opens and is reachable from the campaign page and from the footer. Read them before entering.

Winners are published in the winners area after each completed draw, together with the campaign and the draw date.

Entry information is shown on the campaign page and, where it applies, on the relevant product. The figures shown on this site mirror the entry system; the entry system itself holds the authoritative record.

Treat it as suspicious until you have checked it against what is published here. Do not send money, card details, account passwords or identity documents in response to such a message.

Report it to us through the contact form and include a screenshot if you have one.

Check it against the campaign page and the winners area on this site. Anything that only exists in a private message, and cannot be matched to what is published here, should be treated as suspicious.

Available shipping options and their costs are shown at checkout, calculated for the destination address you enter.

Tracking details are sent by email once the order has been dispatched. Until it is dispatched there is no tracking number to share.

Tracking can pause between scans while a parcel is in transit. If it has not moved for several days, send us the order number through the contact form and we will follow it up with the carrier.

Check with anyone else at the address and look wherever parcels are usually left. If it still cannot be found, contact us with the order number and the tracking reference so we can open a case with the carrier.

The Returns Policy is published in the footer once it is finalised, and it governs what can be returned and on what terms.

Use the contact form with your order number and photographs of the item and its packaging.

Send us the order number, the item concerned and what you would like instead, and we will tell you what is possible for that order.

The order number, the email address used at checkout, the item concerned, and photographs where something arrived damaged or incorrect. That is usually enough to resolve it in one exchange.

Anything genuine can be matched to something published on this site — a campaign page, the winners area, or your own order history. If a message cannot be matched to any of those, treat it as suspicious.

No. Never send money, gift cards or card details to anyone claiming a payment is needed before a prize can be released.

Do not reply, do not click its links and do not send it any personal or payment details. Report it through the contact form and attach a screenshot if you can.

In the winners area of this site, after each completed draw. That is the record to check a claim against.

The contact form on this page is the channel to use. Official channels are listed on this site; if a channel is not listed here, treat it as unverified.