Delivery & returns
Please be aware that due to the no contact deliveries Royal Mail will be signing your parcel with an X. This is whether you are there to receive the parcel or not. If you are not there to receive the parcel it will be taken to your local sorting office and will be ready to collect within 24-48 hours. Please contact your local sorting office with your tracking number to ensure your item has arrived before venturing out. You can collect your parcel by providing your ID and tracking number.
Any order through our online platform will come with tracking information. You will receive the tracking information via email once your order has been shipped from us. If you haven't received any confirmation please email us at firstname.lastname@example.org referencing your full name and order number.
Please allow at least 12 hours after receiving your tracking number before you track the progress of your item. The parcel leaves our warehouse and then is officially scanned by Royal Mail it is only then that your tracking number will become available to track.
Due to the Country's current situation Royal Mail have advised that they cannot facilitate their Next Day Delivery timings. Due to this all mail posted will be received within 5 working days of initial posting. We ask for your patience at this time.
Orders placed before 3pm will be delivered the next working day, Orders placed after 3pm on Friday (this includes throughout the weekend) will be delivered the following Tuesday before 1pm. Any orders placed over Bank Holidays/Holidays will be delivered within 1-2 working days of the postal service commencing again.
There will be a minimum of one delivery attempt made. In the event no one is available to receive the parcel one of three things will happen to the package:
- Card is left and the parcel is left with a neighbour
- Card is left and the parcel is left with local collection point or Post Office
- No card is left you can track your package here & contact us for further assistance
Our shipping methods are only as accurate as the information that we are given. Please verify all of your shipping and billing information when placing your order. Our system is capable of retaining multiple addresses; although it will always select the default address for both shipping and billing. You will have the option of entering a new address or selecting one that has been previously entered during the checkout process. It is your responsibility to verify that all addresses are complete and accurate. Please make sure to include your House, flat, apartment, suite, unit or room number to ensure proper and timely delivery of your order. All orders will be shipped to the address listed on the confirmation page of the order.
Unfortunately shipping addresses cannot be changed once the order has been placed, this is for security reasons only.
Items are considered lost when a Royal Mail investigation has deemed that they no longer have it. An item is classified as lost by Royal Mail when it is missing for: 15 working days in the UK 30 working days for delivery to Europe 35 working days for the rest of the world. Please allow for these timescales to pass then we can investigate further. During very busy sale periods we may incur delays and we will keep you informed.
We have now reopened and our returns process reinstated. Any orders placed on 24th March will have a extended returns time until Friday 1st May.
If you are not completely happy with any items from your order you may return them to us within 14 days from delivery (subject to the conditions below) for a Refund / Exchange or Store Credit (you can choose on your returns form). Please note your returns must be delivered to us within this time, returns received beyond these periods will not be accepted and returned back to you (or in the case of faulty items - see below).
Items must be in brand new condition and show no signs of wear with all original packaging, garment tags and labels still attached. Original shoe boxes and other containers that products are sold in are considered part of the product and must also be returned in undamaged and unused condition. Items returned without their branded packaging will not be accepted.
We do not accept items that have been damaged by wear and tear, altered or washed incorrectly (please check washing instructions on all garments before handling). When trying items on, please be sure they do not come in contact with perfumes, sprays, creams, body odour or other chemicals, and be sure to try shoes on a soft clean surface. Please ensure all items are also at a safe distance from pet hairs.
We have a team of staff who ensure all returns are inspected thoroughly. This team will decide upon inspecting the item if it is deemed resalable and will pass the information on to our customer services team who will be in touch.
We aim to process all returns within 5 working days of receiving the item(s) back to us. We will notify you by email once your item has been Exchanged / Refunded or Credit note provided. All refunds can take up to 5 working days to show on your account balance depending on your banking provider. An exchange email will be sent once the exchanged item is on its way to you, the tracking number for this will be provided in the email also. If a credit note is required, it will be sent through an email with an online code to use during your next visit to our website.
We take a great deal of care to quality-check all items thoroughly before they are dispatched, but please check your items carefully on delivery for any damage/faults and return them within the above return’s periods for a refund, store credit or repair.
All items returned as ‘faulty’ will be subject to a thorough investigation to confirm that the damage is due to a manufacturing fault and not normal wear-and-tear, which is not covered by our returns policy. All manufacturers have provided us with assurance that the item’s they are producing have been tested for the difference in an item that is faulty to one that has faults due to wear and tear. The item may need to be shipped to the manufacturer for them to assess and decide this, which can take up to 28 days.
It is our discretion as to whether we will accept a faulty item.