FAQ
Frequently Asked Questions
Ordering
How do I place an order?
Rest assured, placing an order with us is simple, we like to make placing an order as straight forward and stress free as possible.
Firstly, browse our website, add any items you would like to purchase to your cart and checkout. At checkout you will be able to select a shipping method and add any promotional codes that are available. Payment can be made with either a Debit/Credit card, or PayPal, both payment methods are 100% secure. Once your order is completed you will receive an email confirming your order.
Unfortunately we are unable to take orders via telephone or email.
How do I know my order was successful?
You will receive an automated email confirming your order was successful and is ready to be processed by our dispatch team.
Once your order has been shipped you will receive another email confirming your order has left our warehouse.
Are all items on your website in stock?
If the item you would like to purchase is available on our website then this means we have the item in stock. However, due to amount of orders we receive it is not possible to eradicate all discrepancies, on very rare occasions an item may be sold out but still available to purchase, if this is the case we will inform you via email as soon as possible.
Can I cancel/amend my order?
We are able to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away wherever possible. Please email our customer service team for assistance
Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so.
If you have already received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations, and our Returns Policy. Please see our returns section for more information.
I’ve not received my order, where is it?
If you have not received your order within the estimated time then please check the following before contacting our customer service team.
Check you have received an email confirming your order has been dispatched
Check for emails, phone calls and attempted delivery cards from one of our couriers, it may be that your parcel is being held at your local depot awaiting collection or redelivery.
Check nobody at your address has taken delivery on your behalf.
Although our couriers should not leave your parcel with a neighbour it’s always worth checking with your neighbours just in case.
My order is incorrect/missing an item?
If you have received your order and you are missing one of your items or have received an incorrect item then please contact our team on [email protected]
Please quote your order number and provide us with the name of the item so that we can look into this for you and get the error amended as quickly as possible.
Shipping
Which courier will deliver my order?
We use Royal Mail for Standard Delivery 3-5 working day delivery within the UK
How long is delivery?
We aim to dispatch our orders within 2-3 working days, but orders are usually dispatched either on the day of the order, or the day after.
After dispatch you should allow 3-5 working days for your order to arrive.
How much is delivery?
We currently only use Standard 3-5 Working Day Delivery through Royal Mail, and because of this we have made a very cheap fixed price of £1.49, which will stay the same no matter what the size of the order may be.
How can I track my order?
We currently do not provide a tracking service, and this is due to the fact that we try and make shipping as cheap as possible for both parties due to the current size of our business.
How do I know my order has been dispatched?
An email will be sent confirming your order has left our warehouse.
What if I’m not at my address when my order is delivered?
If Royal Mail attempt delivery when you are not in a card will be left with details on how to arrange re-delivery or collection.
If your parcel is not called for it will be returned to us, once we receive it we will be in touch via email.
Please note – when collecting your order from a courier depot you may be required to provide photo ID
Can someone else sign for my parcel?
It does not have to be the addressee that signs for your parcel. A signature is logged for security reasons, any signature provided at the delivery address will be taken as proof of delivery.
Can I amend my delivery address?
If you have made a mistake with your address when placing your order please contact us immediately so we can try to rectify your details. Please quote your order number when doing this to speed the process up.
Please note if your order has already left our warehouse then we are unable to amend the shipping details.
If your order can not be delivered due to the address being incomplete or being refused at the address we will contact you directly, this will not be until the item is returned to us.
Do you deliver to my country?
We currently only deliver within the United Kingdom,
However, if there was a demand for orders in a certain country outside of the UK then we would look in to expanding our range of delivery services.
Paying
What payment method do you accept?
Payment can be made with either a Debit/Credit card, or PayPal. Both payment methods are 100% secure.
When will payment be taken from my account?
Payment is usually taken as soon as the order has been placed. It can take up to 5 working days before the funds show as having left your account.
Returning
How do I return my order?
For any returns requests please contact us at [email protected]
How do I know you have received my return?
We try to process all returns within 5 working days of receiving them this is not always possible during busy periods. An email will be sent once the return process has been completed.
How long does it take for the funds to be back in my account?
Refunds are usually processed within 5 working days and the funds are usually back in your account within 48 hours. As soon as the refund is completed the amount of time it takes to appear back in your account is beyond our control, if you do have a concern please contact our customer service team who will do their best to help resolve the matter.
Do I have to pay for return postage?
Unfortunately we are unable to cover any cost you may incur when returning an item unless the item is faulty or incorrect.
I’ve not been refunded the full amount?
If you have returned your item(s) for being unsuitable we are only able to refund the item(s) cost this will not include the original delivery cost.
Should your item(s) be faulty a full refund will be issued including the original delivery charges and the return delivery cost.
Products
Are more sizes available?
The sizes shown on our website are the only sizes available. Please keep checking the item as a return may be made and added to our website.
Will you be getting a restock?
Where possible we will restock popular items, as soon as we receive a restock this will be added to our website. It’s worth following us on Twitter, Instagram and Facebook to keep up to date with restocks and new products.
The item I ordered is now in the sale, can I get a refund for the difference?
As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be. You are more than welcome to 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. Please note, we cannot guarantee that another customer won't purchase this item before you get chance to do so.