ESTIMATED SHIPPING TIMES
We aim to have all orders out within hours. Delivery times vary dependant on service and location. Below are delivery guidelines from day of dispatch.
UK TRACKED 3 - 5 Working days
INTERNATIONAL TRACKED EUROPE 3 - 7 Working days
INTERNATIONAL TRACKED ROW 5 - 10 Working days
I NEED HELP WITH MY ORDER
Contact our customer service team. Please remember to provide the store name & your order number, this will be in your email notifications.
CAN I CHANGE MY ORDER BEFORE IT'S SHIPPED?
Unfortunately we cannot amend orders or shipping addresses after the payment process is complete. Please ensure you input the correct shipping address at the time of purchase.
HOW DO I CANCEL MY ORDER?
Please contact our customer services team with any cancellations, we will attempt to cancel the order before it is dispatched, cancellations cannot be guaranteed but we will do our best. We cannot cancel the order once the order is shipped out, you’ll need to place another order or return any unwanted items.
CAN I EXCHANGE MY ORDER?
Unfortunately we do not offer an exchange facility. Simply return your item(s) & reorder for a replacement. Your refund will be processed once we've received your returned item(s).
DO YOU SHIP WORLDWIDE?
Yes, we ship to most countries worldwide. If you live in a rural area or remote island; contact us first to make sure we can get your order to you safely.
WHERE IS MY ORDER?
Please track via the courier website & allow 24-48 hours for updates to appear on their system. A post note is not always left to notify the addressee of what the next step should be, please track your order before contacting us. If you believe the order is lost please report the non delivery to the postal service & contact our customer service team for assistance.
MISSED A DELIVERY?
Contact your local postal service or sorting office to see if the item has been returned to the depot as undelivered & or awaiting collection. Use your tracking ref to arrange a redelivery with the courier. If you believe the order is lost please report the non delivery to the postal service & contact our customer service team for assistance.
TRACKING ISN’T WORKING
Please allow up to 48 hours from the dispatch of your order for the tracking to become available. Please track via the courier website & check for updates to appear on their system.
WHERE IS MY ORDER CONFIRMATION EMAIL?
Order confirmation emails are sent automatically after an order is placed. Please check your junk folder for your confirmation, in case your settings direct it there!
WHEN WILL I RECEIVE MY PRE-ORDER ITEMS?
Any order which includes pre-order items will ship once all items are available in one delivery. The estimated ship date for each pre-order item is detailed within the item description on the product page. We are unable to split or part ship orders, We recommend placing separate orders to receive multiple deliveries.
HOW DO I KNOW IF MY ORDER HAS BEEN DISPATCHED?
We will notify you by email with dispatch & tracking information when your order has shipped.
• Orders are processed Monday to Friday.
• We do not dispatch goods on weekends or Bank/UK national holidays.
• All overseas customers are responsible for paying all customs & import duty charges.
WHO PAYS CUSTOMS FEES?
Customs fees are levied by the government of the country that the goods are shipped to.These fees are out of our control. As is industry standard, all custom/import fees are the responsibility of the customer. We recommend checking your country's customs charges & threshold prior to ordering to avoid disappointment.
ORDER RETURNED TO SENDER
Shipments may be returned to sender by the courier due to an incorrect address or an issue with delivery. Updates specific to the reason will be available on the tracking details of your order.
When the carrier returns an undeliverable package to us, you will be issued a refund for the item(s) minus any return fees & shipping charges.
.Please note: Orders returned to sender by refusal of the recipient are considered an unauthorised return and may be subject to a restocking fee. Postage costs on returned orders of this nature are non-refundable.
RETURNING AN ITEM
Please contact us within 14 days of the order delivery to declare a return, any unwanted items must be returned within 14 days of notifying us. Please contact our customer service team for instructions: [email protected]
• Customers are liable for the return shipping costs, unless an item is received in error, is damaged or defective. Please contact our customer service team before returning any item(s) to us.
• Please ensure that your returned product is in the same condition as it was when received. Items must be in their original condition & in their original packaging, unworn, unwashed & complete with their original labels and tags. Any promotional items included free of charge must also be returned shall the order be returned in full.
If sending items back from outside of the UK, make sure to declare items as returned goods, clearly state 'UK RETURNED GOODS' on any parcel. Any duties on returned goods will remain the responsibility of the customer.
Please remember to provide the store name & your order number, this will be in your email notification.
Once you have notified us you will have 14 days to return the product to us. All returns must be received by us within 28 days of the delivery date to be eligible for a refund.
Please allow up to 10 business days for us to process your returned item/s. We always aim to be faster!
All of our face coverings are non-returnable. For hygiene reasons, we cannot offer refunds on face masks, cosmetics, pierced jewellery, swimwear or lingerie
When posting an item to us, please make sure to hold on to your proof of postage (the receipt you get from the Post Office).
Any items returned which do not comply with the return of goods policy will be returned to the customer and will not be accepted for refund until such time that the above conditions are met. This does not affect your statutory rights and is in compliance of the relevant UK laws.
HOW LONG DO REFUNDS TAKE TO PROCESS?
Once your return order has been received, it can take up to 10 working days to process. You will receive your money back via the original payment method used.
WHERE IS MY REFUND?
Typically the refund takes 1-5 business days to be reflected in your account after the refund has been submitted. Please note that the time it takes for you to see the refund depends on your bank.
THERE’S A PROBLEM WITH MY ORDER!
Please get in touch with our customer service team, please include your order confirmation & we’ll be happy to rectify the situation for you.
I’VE RECEIVED A DAMAGED/FAULTY ITEM, WHAT SHOULD I DO?
Please get in touch with our customer service team for further details on how to proceed concerning damaged or faulty items.
Email our customer support team: [email protected]