Frequently Asked Questions
How do I place an order?
Rest assured, placing an order with us is simple, we like to make placing an order as straight forward and stress free as possible.
Firstly, browse our website, add any items you would like to purchase to your cart and checkout. At checkout you will be able to select a shipping method and add any promotional codes that are available. Payment can be made with either a Debit/Credit card, or PayPal, both payment methods are 100% secure. Once your order is completed you will receive an email confirming your order.
Unfortunately we are unable to take orders via telephone or email.
How do I know my order was successful?
You will receive an automated email confirming your order was successful and is ready to be processed by our dispatch team.
Once your order has been shipped you will receive another email confirming your order has left our warehouse.
Are all items on your website in stock?
If the item you would like to purchase is available on our website then this means we have the item in stock. However, due to amount of orders we receive it is not possible to eradicate all discrepancies, on very rare occasions an item may be sold out but still available to purchase, if this is the case we will inform you via email as soon as possible.
Can I cancel/amend my order?
We are able to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away wherever possible. Please email our customer service team for assistance
Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so.
If you have already received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations, and our Returns Policy. Please see our returns section for more information.
I've not received my order, where is it?
If you have not received your order within the estimated time then please check the following before contacting our customer service team.
Check you have received an email confirming your order has been dispatched
Check the tracking information that is included in your dispatch confirmation email using the relevant link.
Check for emails, phone calls and attempted delivery cards from one of our couriers, it may be that your parcel is being held at your local depot awaiting collection or redelivery.
Check nobody at your address has taken delivery on your behalf.
Although our couriers should not leave your parcel with a neighbour it’s always worth checking with your neighbours just in case.
My order is incorrect/missing an item?
If you have received your order and you are missing one of your items or have received an incorrect item then please contact our customer service team email@example.com
Please quote your order number and provide us with the name of the item so that we can look into this for you and get the error amended as quickly as possible.
Which courier will deliver my order?
We use Royal Mail for our Standard Delivery within the UK
International orders will be sent using, DPD, Royal Mail or Parcel Force
We reserve the right to use an appropriate shipping method on all orders. If you require a specific courier we may ask for further payment to cover any charges incurred.
How long is delivery?
Standard UK delivery – We aim to deliver all UK orders between 3 and 5 working days. Weekends and bank holidays are not considered as working days.
If your order is time sensitive please email our customer service team firstname.lastname@example.org who will strive to get your order to you on time where possible.
International orders usually arrive within 7-10 working days, shipment times can vary depending on whether your order is subject to customs and duty charges that are beyond our control. Please allow a minimum of 15 working days before contacting our customer service team regarding late or no delivery of your order.
How much is delivery?
UK Standard Shipping - Free Delivery
International Shipping - From £10
How can I track my order?
A tracking number will be included in your dispatch confirmation email.
Please use the following links to track the whereabouts of your order.
Royal Mail - https://www.royalmail.com/track-your-item
Parcel Force - http://www.parcelforce.com/track-trace
How do I know my order has been dispatched?
An email will be sent confirming your order has left our warehouse your tracking information will also be included in this email.
What if I’m not at my address when my order is delivered?
If Royal Mail attempt delivery when you are not in a card will be left with details on how to arrange re-delivery or collection. Failing this you can track your order at https://www.royalmail.com/track-your-item and rearrange delivery.
If a FedEx delivery is attempted and not completed a card will be left and a further attempt will be made the following working day. If the delivery can still not be completed then another card will be left and your order will be held at your local depot awaiting further instruction, once it has reached this stage you can either arrange a re-delivery for a convenient date or collect it in person from the depot. Failing this your order will be returned to us and we will contact you via email.
If a DPD delivery cannot be completed they will return your parcel to their depot, a card will be left with full details on how to arrange redelivery or collection. DPD usually attempt to deliver up to 3 times before returning the parcel to us. Once we receive the parcel we will contact you via email. Please note different procedures apply for different countries.
If your parcel is not called for it will be returned to us, once we receive it we will be in touch via email.
Please note – when collecting your order from a courier depot you may be required to provide photo ID
Can someone else sign for my parcel?
It does not have to be the addressee that signs for your parcel. A signature is logged for security reasons, any signature provided at the delivery address will be taken as proof of delivery.
Can I amend my delivery address?
If you have made a mistake with your address when placing your order please contact us immediately so we can try to rectify your details. Please quote your order number when doing this to speed the process up.
Please note if your order has already left our warehouse then we are unable to amend the shipping details.
If your order can not be delivered due to the address being incomplete or being refused at the address we will contact you directly, this will not be until the item is returned to us.
Do you deliver to my country?
We deliver to almost every country, if you are unsure please contact our customer service team.
Will I be required to pay Customs and Import charges?
Any customs or import charges that occur are the responsibility of the recipient, these will be charged at the point of delivery. Unfortunately we have no control over these charges as all charges will vary depending on the destination selected.
What payment method do you accept?
Payment can be made with either a Debit/Credit card, or PayPal. Both payment methods are 100% secure.
When will payment be taken from my account?
Payment is usually taken as soon as the order has been placed. It can take up to 5 working days before the funds show as having left your account.
How do I return my order?
Full details on how to make a return can be found here
Please note – at this moment in time we do not offer an exchange, if you wish to change the size, colour or style of your item a new order will have to be placed. Please accept our apology for any inconvenience this may cause.
How do I know you have received my return?
We try to process all returns within 5 working days of receiving them, this is not always possible during busy periods. An email will be sent once the return process has been completed.
How long does it take for the funds to be back in my account?
Refunds are usually processed within 5 working days and the funds are usually back in your account within 48 hours. As soon as the refund is completed the amount of time it takes to appear back in your account is beyond our control, if you do have a concern please contact our customer service team who will do their best to help resolve the matter.
Do I have to pay for return postage?
Unfortunately we are unable to cover any cost you may incur when returning an item unless the item is faulty or incorrect.
I’ve not been refunded the full amount?
If you have returned your item(s) for being unsuitable we are only able to refund the item(s) cost this will not include the original delivery cost.
Should your item(s) be faulty a full refund will be issued including the original delivery charges and the return delivery cost.
Are more sizes available?
The sizes shown on our website are the only sizes available. Please keep checking the item as a return may be made and added to our website.
Will you be getting a restock?
Where possible we will restock popular items, as soon as we receive a restock this will be added to our website. It’s worth following us on Twitter, Instagram and Facebook to keep up to date with restocks and new products.
The item I ordered is now in the sale, can I get a refund for the difference?
As an online business our prices change in accordance with trends, customer demand and stock availability. We are therefore unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be. You are more than welcome to return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won't purchase this item before you get chance to do so.