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Frequently asked questionsContact us
What payment methods do you accept?
We accept VISA, MasterCard, American Express, KLARNA and Paypal. Please note that the available payment methods may change depending on your region. We do not accept cash on delivery.
Do you offer cash on delivery?
We currently do not offer cash on delivery when you purchase online.
What time do I need to order before?
You can order 24/7, but for orders to go out the same day you must place the order before 3pm
My delivery man has already been today and my order has not arrived yet?
Please note Royal Mail may make additonal deliveries via a van. If it doesn’t come with your normal postie, they still may deliver later that day.
What is the return policy?
We offer a 7 day EXCHANGE ONLY return policy. Please make sure you put items back in their original packaging before you send them back to us. The product must be unworn and unwashed, with hang tags attached, and accompanied by proof of purchase. All products are subject to inspection once we receive them. Email firstname.lastname@example.org to organise this
How long does the refund take?
Once we receive your item, a refund is initiated immediately. All major credit card providers generally take 3-7 business days to process your refund before it appears in your bank account.
How do I make changes to an order I’ve already placed?
The best way to change your order is to contact our support emailing email@example.com. If an order is shipped, we won’t be able to make any changes to your order and you would need to place a new order.
I need to make a return
As you agreed on purchasing, we do not provide refunds. However, we are happy to offer an exchange for a different size. Email firstname.lastname@example.org
I want to buy someone a gift for xmas, can I return it if it doesn't fit?
Please try and check sizing before purchasing. We will allow exchanges up until the 1st of January. You must notify us as soon as possible if the item you have received does not fit.
Please note, 1-2 day items may not be exchangable as stock sells out so quick. You may have to choose another item and pay the difference. Please only order if you are happy to do so.
When will I receive my order?
Orders take between 4-5 weeks and 1-5 days depending on the shipping option you chose at checkout.
What do I do if I never received my order?
Carrier tracking would provide you with up-to-date information about your package. Please allow time for this to update.
For long deliveries your tracking will say “Sender dispatching item” until the item arrives at a UK hub.This may be a few weeks and should not cause concern if it has not yet updated. Once the item arrives in the UK hub it will update showing as “Item received”. You should expect your delivery within the next few days as your order makes its way through the courier system until it reaches you.
What do I do if I received a defective order?
Chances of receiving defective item is very rare but it could happen. Please take pictures of a product which shows defect clearly & contact our support to check if it’s eligible for replacement.
I've chosen 1-2 day for delivery, when can I expect it?
Orders are sent Monday to Friday and are only delivered on a Monday to Friday. If you’ve ordered on a Monday before 12PM, it should arrive between the Tuesday or Friday etc.
Ordered on a Thursday pre 12PM? It’ll arrive between Friday or Thursday
I've ordered on a 1-2 day service, where is my tracking?
1-5 day items do not come with tracking. We don’t send tracking to you as they will arrive within 1-5 days. If they do not arrive within 1-5 days (Monday to Friday) please email us email@example.com for your tracking
I've ordered on an approx 4 week service, when will it arrive?
The answer is in the question. Although these are approximate dates, 90% of deliveries do arrive within that timescale. Sometimes it can take longer, but don’t worry your order will still turn up.
When will I receive tracking?
Ordered on a 1-5 day service? No tracking will be sent. Ordered on a 4 week service? You can expect this usually 7-10 working days after ordering. Sometimes it may be longer, but we will send you the tracking the second we have it. There is no need to email us for this.
My tracking hasn't updated? It says it's on it's way to RDC
The tracking for 4 week orders will likely only update two or three times. Once when sent, once when its landed in-to the Uk and once when its out for delivery. Do not panic if it stays on RDC for the entire time, this is normal.
I am missing an item?
Item’s on the 4 week service are often delivered individually. You can email us at firstname.lastname@example.org quoting your order number and requesting the additonal tracking you are missing
Items on the 1-2 day service can also come via different suppliers, you can email us for tracking on any missing items
Will it arrive in time for XMAS?
Orders before the 1st of December should arrive before Christmas. Christmas service delays from Royal mail may affect this. We do not guarentee xmas delivery. This applies to items not in the 1-2 day section.
You can order up until the 18th for XMAS delivery on the 1-5 day delivery section
I ordered on BLACK FRIDAY but have not received it yet? Even though its been more than 2 days??
Items will take longer to ship out on Black Friday week due to the volume of sales. Please only contact us if its been longer than 10 days since you’ve ordered.
Items in slower section will receive tracking later than normal.