CUSTOMER CARE

FAQs

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Orders

What Payment Methods Do You Accept?

We accept payment via Visa (Credit, Debit and Electron), Maestro, Mastercard, American Express, Paypal and Klarna.

Can I change my delivery address or amend items in my order?

We aim to dispatch all orders within one working day– if we have already posted your order, it will not be possible to amend your order. If you made an error during checkout which you have noticed immediately, please contact us as soon as possible.

Do You Price Match?

We do our very best to offer products at competitive prices. If you find the same product on sale at a UK- based online competitor but priced lower than our item, you can make a price match request via email / phone or on live chat. The item must be in stock and in the same colourway and size for us to price match. Please note we cannot price match 3rd party sellers such as eBay or Amazon.

Why Has My Payment Been Declined?

There can be many reasons why payment may be declined. Unfortunately, this isn’t something we can advise on – for more information, or if you think an error has occurred, please contact your card issuer.

What Currencies Do You Accept?

All payments are processed in GBP (British Pounds Sterling). If your country uses a different currency, your order value will be automatically converted during payment based on the current exchange rate. If you’re not sure how much your order will cost, you can use the Universal Currency Converter provided by XE for a guideline. Please note that this is for guideline purposes only, and the exact rate of exchange will be determined by your bank at the time of transaction.

Is It Safe To Order Online?

We use ‘Secure Socket Layer’ technology (SSL) to encrypt your payment, to ensure your card details are safe. Verified by Visa and Mastercard SecureCode (3D Secure) is also in place where set-up by you, to provide further security. You can identify a secure connection when the usual ‘http’ page address prefix changes to ‘https’. You may also see a small padlock icon indicating that the page is secure, depending on the Internet browser you are using.

Do You Offer a VAT Discount To Customers Outside The EU?

Customers ordering from outside the European Union are exempt from paying 20% VAT (UK sales tax). This is removed when your shipping address is confirmed at checkout.

Delivery

How Do I Track My Order?

We will email you with order tracking information as soon as your parcel is dispatched from our warehouse. This email will include your unique tracking number as well as instructions on using this to track your order online. If you do not receive this email, please check your spam/junk folder prior to contacting us.

Do You Deliver To PO Box Addresses?

We can only ship to PO boxes if Royal Mail is used as a courier service. Please note we can only ship with Royal Mail to selective countries and so it is not always possible to ship to a PO box internationally.

I Haven’t Received My Order – What Should I Do?

If you have not received your order yet, please check your tracking. This can be found in the email confirming your shipping details. If you need any more help with locating your order, please email our Customer Service team.

I Am An International Customer; Do I Need To Pay Customs Duty On Delivery?

We cover duties and taxes on orders shipped to EU countries. For the ROW, all deliveries may be subject to import duties and taxes (these are levied by the importing country when the parcel arrives in your country). All applicable duties, fees and any other charges imposed for customs clearance are the responsibility of the customer.

Which Countries Do You Deliver To?

We currently deliver our products to most countries and territories, including the United Kingdom, Europe, USA, Canada, Australia, China, South Korea, Singapore, Japan, Taiwan, and parts of South America. If your country is not listed at checkout, please contact us and we will advise whether it is possible to deliver to you.

Returns

How Do I Make A Return/ Exchange?

For instructions on how to make a return or exchange, please refer to our Returns/ exchange page.

I Returned My Order, How Long Will My Refund Take?

Please allow up to 5 working days for our team to process your return. It then may take a further 2-3 days for the money to be credited back to your original payment method. Please note that during peak trading- periods, this process may take longer.

I Have Received My Order But One Of The Items Is Missing Or Incorrect, What Should I Do?

Please contact us with your order number and details of the error within 72 hours of receiving your order so can help rectify this for you. Please note, after 72 hours we will assume that the order and products therein arrived correctly. Please see our Terms and Conditions for more information.

I Received A Faulty Item In My Order, What Should I Do?

If you believe you have received a faulty item, please report this to our Customer Service team within 72 hours. We will be happy to guide you through this process.

Discounts

Can I Use More Than One Discount Code For My Order?

Our promotions cannot be used in conjunction with any other code or sale offer.

Why Doesn’t My Promotional Code Work?

We regularly retire old promotions to run new offers. If your promotional code is not accepted at checkout, first ensure that you are typing it correctly and have not made any mistakes. If the code still cannot be applied, it’s likely that the promotion is no longer valid. If an item is in sale, a discount code will not work as discount codes cannot be used in conjunction with sale items.

Can A Discount Or Sale Price Be Applied Retrospectively To My Order?

Unfortunately, we are unable to refund the price difference when an item you have purchased later goes into sale or offer. However, you are welcome 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.