Frequently Asked Questions
Before contacting us, take a look at our Frequently Asked Questions as you may be able to find an answer to your query.
How can I amend/cancel my order?
It may not always be possible to cancel/amend your order especially if your order has reached the shipping/delivery stage. Should you need to cancel or make any amendments to your order, please e-mail us as soon as possible at email@example.com and we will do our best to get your order ammended/cancelled for you.
In the event we cannot cancel your order for whatever reason, you will simply need to return it for a refund.
What if I receive the wrong product?
First and foremost, please accept our sincerest apologies if this has been the case for you.
If you contact us at firstname.lastname@example.org regarding this we will be able to investigate and resolve this for you.
Do you offer exchanges for faulty items?
Of course, should for any reason your item not be up to the standard described, you can return it for a full refund or exchange.
How long does delivery take?
All delivery estimates can be found directly at checkout based on the shipping methods available. Please take a look at our Delivery section to get detailed information based on your delivery region.
How much will shipping cost?
All delivery costs can be found directly at checkout. These are based on the different shipping options, product in your basket and your delivery address.
Do you offer expedited delivery?
Yes we do offer an expedited delivery service for the majority of UK, EU & US orders; if it is available, it will be shown at checkout. Please select the Expedited and/or Priority option at the checkout if you would like this service.
Our faster shipping estimates will be given to you at checkout. Please note that this is an express service and not a next-day service - You will be shown an estimate of when you are likely to receive your order.
Is collection available in person?
We are an on-line store only. All items are shipped from our warehouses and therefore collection in person is not possible.
I still haven't received my order. Shouldn't it have arrived by now?
We always endeavour to dispatch all orders as soon as possible.
We advise buyers to wait until the last day provided in their estimate at checkout has passed before getting in contact with us. If it has been longer than this, please contact us and we will endeavour to locate the whereabouts of the package.
If the package is lost, we can arrange to send you a replacement provided we have stock or issue you a full refund based on what works best for you!
I haven't received all of my order, where is the rest?
We have a very efficient logistical system in place which means that you get your items as quickly as possible. This can mean from time to time, your items can be shipped separately and you many receive them in separate packages. Please do feel free to contact us if you have any concerns or would like more information on your delivery.
Which delivery carrier(s) do you use?
For the majority of orders, we use Amazon Fulfillment Services to process & ship your items. Amazon use a host of carriers, one of which will be used to deliver your order depending on your location. The information regarding the couriers can be found on the Amazon Carrier List. Please do contact us if you would like to know which courier was used to ship your item.
Refunds / Exchanges
Can I exchange an item for another style or size?
We have a 30 day returns policy and you may return an item for an alternative style/size provided it is in stock and is the same price when we receive your return back. Please leave a note in your return parcel stating the exchange you would like. You can find more information regarding returns on our Returns page.
I have received the wrong item and would like to return it for the one I ordered?
Please accept our apologies if we have made an error in sending you an incorrect item(s). Just contact us to let us know the error and we can get it sorted for you as soon as possible. Of course, you will not be charged to return the incorrect item.
I have received a faulty item; how do I exchange?
Please accept our apologies if you have received a faulty item. We do our best to inspect the goods prior to sending them out and we endeavour to send items out in a perfect condition, but on rare occasions there may be manufacturing or other defects that we were unaware of.
Please return the item(s) following the instructions on the Returns page. We will send out a replacement as soon as we receive the item back and verify the fault or a full refund depending on which you prefer.
Can I return an item for a refund if it is not suitable?
We understand there will be times where you may wish to return an item; we understand if it does not fit, is unsuitable for you or just isn't the shade of colour you expected. Our 30 day money back returns policy ensures that if for any reason you are unhappy with your purchase you can return the item for a refund or exchange. Please follow the instructions provided on the Returns page if you need to return an item.
The item I returned has been lost in the post?
Sorry to hear that the item got lost on its way to us. If you contact us with a tracking number we can look into finding this for you.
We recommend that all customers keep their proof of postage receipt until the item has been received by us and your return has been processed successfully. This is to ensure that we can use this to claim the lost item back and still provide you with a refund or exchange despite not receiving the item.
I have not yet received a refund for an item I returned?
If you have not received a refund for an item you have returned, then it may have been delayed or lost in transit. Please check the tracking of the returned item or contact us with your tracking number and/or proof of postage and we can investigate.
We send refunds via the original payment source only. We refund all payments within 2 working days of receipt.
Credit/Debit Card Refunds
Credit/Debit card payment refunds can take 5-10 working days to show in your bank account.
PayPal refunds as usually instant and should be visible on the original transaction page. If you have received an e-mail confirmation and cannot see refund confirmation of your PayPal payment within 2 working days, please contact us and we will investigate this for you.
How do I care for my product?
You can typically find the care instructions on the items you have purchased on the care label however if the item does not contain one or you simply wish to know this before hand, the care section on the product page will provide all of the details on how to look after your product.
Are items in stock?
All items which you are able to add to your cart are in stock and available for purchase. If a particular item you wish to purchase is out of stock, you may contact us for re-stocking information.
When will you be adding new styles to your store?
We update our product lines regularly and also re-stock existing popular styles as soon as we can. You can sign up to our e-mail list and we will be sure to keep you updated.
Do you have a size guide?
Please check each individual product page item for sizing information, there will be a section showing the measurements of the item under "Size Guide".
Please note: The measurements shown in our size guide are of the garment it self and are not body measurements. When choosing a size, please ensure you choose one who's measurements are slightly larger than your body to ensure the item fits comfortably.
I am border line between 2 sizes - what size will fit me best?
This depends on your preference of fit; if you like a tighter or looser fit. We would usually recommend that you buy the larger size as these usually fit better from our experience. You are also welcome to purchase two sizes and return the one that does not fit! If you are still unsure, you can always contact us for assistance.