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FAQ

FAQ

DELIVERY

When will I receive my order? How can I track my order?

You’ve purchased your items, great! We’ll start processing your order as soon as you complete the checkout process. You’ll receive a confirmation email, and once we dispatch your parcel, you’ll receive another email with tracking details. We’ll even let you know which courier will be delivering your parcel (depending on which delivery method you selected). So you can feel confident we’re in touch every step of the way. Use the tracking number in your dispatch email to see how your order is travelling, and to find your expected delivery date.

We don't dispatch orders on recognised UK bank holidays.

2-3 Day Delivery:

If you've chosen 2-3 day delivery, you will receive your order on the second or third working day (Monday - Friday) from when you placed your order. If you placed your order after 1pm then the order will be processed on the next working day. For example if you placed an order on Friday after 1pm your order will be delivered by Thursday latest.

Next Day Delivery:

If you've chosen next day delivery, your order order will be delivered on the next working day between the hours of 10:00 - 16:30. If you've placed your order after 1pm, or on the weekend your order will be delivered on the next working day.

International:

For International deliveries please allow up to 10 days for delivery, if you require a specific time frame for your country please contact our customer service team here.

What happens if I placed an order and want to change my address?

Want your item delivered to somewhere other than your billing address? That’s simple – follow the prompts at the checkout! Please ensure this is done during checkout before you complete your purchase.

Once your order is complete, it won’t be possible to change the delivery address. That’s why we recommend having an account with us - you can conveniently specify multiple delivery addresses. Why not Sign Up now? It only takes a few minutes, and you can reap the full benefits of shopping with us and make sure your order is always delivered to the address you want.

What happens to my parcel if I'm not at home?

The courier will leave a card to notify that delivery was attempted. Please follow the instructions on the card to arrange a more suitable time for delivery. Depending on the service, they may attempt delivery the next day – it’s always best to contact them to be sure. In some instances, the courier may leave your parcel with a neighbour but will notify you if doing so.

I missed my delivery, how can I get my order redelivered?

It happens to the best of us, don't worry! If you have missed your delivery slot they will attempt redelivery again in 24 hours.

Alternatively If you've received a card through your door please follow the instructions on the card to get your order re-delivered.

If you input your mobile number upon placing your order you will get a text in the morning with your one hour delivery - if you need to change the delivery address or delivery date, please go to the DPD website and enter your tracking details on their website and you'll be able to choose your re-delivery or time option.

If you require further assistance from ourselves, please select the contact us button at the bottom of this page.

Why has my order been cancelled?

Due to the popularity of some items, we need to issue a cancellation if the items sell out faster than expected. We’ll always aim to notify you of this quickly and issue refunds wherever appropriate, especially if you’ve ordered several items. All available items will be dispatched. For more information on refunds, please visit the REFUNDS section.

There are items missing from my order?

Uh oh! It looks like you’ve ordered a really popular item and it’s sold out quicker than we could mark it as ‘sold out’! If this is the case, you’ll get an email really soon telling you it’s out of stock – easy! Your refund will follow very shortly. Please note – if you haven’t received an email, please contact us by clicking here to get in touch, we’ll follow any outstanding missing-item orders up for you.

My order hasn't arrived!

Have you tracked your parcel via the details in our dispatch email? Please track your delivery and see if there has been a delay. If your parcel has been marked as ‘delivered’ on your tracking email, and you still haven’t received your order, please contact our customer care team so that we can immediately assist you. For more information, please contact us by clicking here.

I received an incorrect item, what should I do?

We're really sorry something must have went wrong. Please return the incorrectlly sent item to us for a full refund, please highlight on the returns form that the wrong item was delivered. We’ll start a refund process for you as soon as we receive the incorrect item back in our warehouse. Easy! (Don’t forget to hold onto your receipt from the post office – we don’t accept responsibility for any missing returned parcels)

Whats the cost of delivery?

Next Day Mainland Shipping to the UK will be delivered in 24 hours (if ordered before 3pm Monday-Friday)

UK Mainland Standard Delivery will take, 1-2 days

Shipping to Europe will usually be received within 3-7 working days

Delivery to the rest of the world will usually be received within 5-10 working days

International Customs

We endeavour to do our best to ensure that your order clears customs, but in the event that your parcel is held up, we recommend you contact customs directly in your country to follow up any delays. We are not responsible for any costs incurred; these are the responsibility of the receiver.

PAYMENTS AND REFUNDS

What payment methods do you accept?

We currently accept the following payment methods: American Express Apple Pay Google Pay Klarna Maestro Mastercard PayPal Visa

How long will it take to get my refund?

PayPal Balance: Instant
Apple Pay: 3 – 5 working days
Credit / Debit Card: 5 – 10 working days

If you've received a refund notification and funds have not cleared within the time frame please contact us by clicking here.

How will you repay my funds?

All funds will be paid right back into the original payment method! This means if you paid by PayPal, you will receive your funds back into your Paypal account. For security reasons we cannot refund to alternate payment method.

If you've been refunded to a credit or debit card that has either expired or been cancelled, please contact your card issuer who will be able to assist you.

RETURNS

I would like to return something how can I do this?

We accept returns within 14 days from the date of purchase subject to the item(s) being returned in it's original condition along with the red security tag, in order to return please scroll to the bottom of page and click the 'Request a Return' button, then input your order number and the email address you placed the order with, then press the 'Look Up' button.

Refunds will be processed within 14 working days of your item being received at our warehouse. Payment will be via the same method used at purchase. See our Returns section for specific information regarding payment and timeframes.

We recommend using a service that is insured, has a tracking number and is signed for. Please note that the responsibility and liability of the Goods remains with you until we are in receipt of the Goods.

PLEASE NOTE THE FOLLOWING TERMS AND CONDITIONS

  • Items must be returned within 14 days of the delivery date. Please note, once return has been approved you must post the item within 7 days.
  • Final Clearance items, or anything reduced by more than 50% can’t be returned
  • Items must not have been worn, or indicate any signs of other use, such as washing
  • This extends to shoes – scuff marks or signs of being worn outside will render them non-returnable. Please take care when trying on items
  • All tags must still be attached including the red security tag
  • For hygiene/health reasons, we can’t accept returns on the following items: underwear/lingerie, hosiery, makeup items that have been opened, bodysuits, ceramics, earrings
  • To avoid delays, items must not be from multiple orders – you will need to process each return order according to each delivery. For example, if you want to return an item from one order, and 2 items from a separate order, this means you need to start 2 returns processes
  • If your item has been rejected by quality control due to any reasons outlined above, it will be returned back to you
  • Item returned without RMA number will not be accepted, it will be returned back to you

Have you received my return?

We don't currently have a system in place to notify you when a return is received back to us, however if you track the parcel with the details provided by the post office you should be able to confirm the delivery status. We process all returns as quickly as possible however in some cases this can take up to 14 days, as soon as our team open and inspect your return you will receive an automated email confirming the refund.

If you have not received a refund within 14 days of the item being received at our warehouse, please contact us.

For further information in relation to refund processing times please refer to the Payment & Refunds FAQ section

Do you offer exchanges?

Currently we don’t have a system in place to exchange items. Please follow our returns process to return any unwanted items, and place a new order for any additional items you want to purchase.

Do you offer refunds for postage?

Customers are responsible for covering the cost of returning items to us.
Shoppers within the UK returning faulty or incorrect items won’t be charged for postage, please get in touch by clicking here if this is the case.

Do you accept international returns?

Yes, absolutely! All of our International customers can return their orders to us, at their own cost. We don’t pay for return postage. Please be sure to print our address clearly, you can find this on the dispatched note receieved with your order.

VOUCHER CODES

How many discount codes can I use?

Unless explicitly stated during a promotion, multiple codes can’t be used for any orders on our website. Only one code may be used per order.

Can I add a voucher code after my order has been completed?

Unfortunately codes must be used before the order is processed. We cannot add a discount once the order has been put through the checkout, so please be sure to follow all steps during the checkout procedure, where you’ll be prompted to enter any codes before making a purchase.

MY ACCOUNT

How do I create an account?

Fill in your details here and your account will be created. Check your email for confirmation, simple!

How do I change my password?

If you’ve created an account, simply select ‘edit’ under your profile, then select ‘change password’. If you’re having trouble, our helpful customer care team can be contacted via our Contact Us page.

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