FAQ

Delivery

Q: DO YOU OFFER COMBINED POSTAGE DISCOUNTS?
A: We calculate shipping costs based on the shipping destination and the order weight. Therefore all shipping discounts are included in the total shipping cost shown to you at the checkout.
Q: DO YOU OFFER EXPEDITED DELIVERY?
A: Yes we do offer an expedited delivery service for UK orders; please select the EXPEDITED SHIPPING option at the checkout if you would like this service. All orders must be received before 12:00 noon for the order to be dispatched on the same day. If orders are placed after 12:00 noon using the EXPEDITED SHIPPING option, they will be dispatched from our warehouse the next working day.

Please note: This is an express service, but that does not necessarily mean it will arrive the next working day. In the majority of cases, your order will arrive on the next working day but this is not guaranteed.
Q: HOW LONG DOES DELIVERY TAKE?
A:

UK DELIVERY


Standard Shipping:

The majority of our items within the UK usually take around 1-4 working days to be delivered from dispatch. Many of the items we sell will require a signature upon delivery. We often use Amazon to fulfil some of our products whom use various different couriers. This also can mean if your order multiple items, that you may receive them seperately from different couriers.

Expedited Shipping:

Our expedited shipping option usually takes around 1-2 working days for the order to be delivered from dispatch. Provided orders are placed before 12:00 noon and the payment has been cleared, we will dispatch the order the same day (Mon - Fri). Orders placed using the expedited shipping service will usually require a signature upon delivery.


INTERNATIONAL DELIVERY

We deliver worldwide; if you don’t see your country listed please contact and we can attempt to arrange delivery to your country if possible.

You may find that when trying to estimate shipping for a certain country the following error appears: Some of the items in your cart can't be shipped to your location. This is because some of our products are shipped from certain warehouses who do not ship to certain countries. We can request a transfer to a different warehouse who will ship to any country worldwide, but this process can take anywhere between 3-14 days to take place.

Please contact us if you do not mind the wait and we can allow you to make the purchase and then request the transfer. Once the order has been dispatched, please allow 5-11 working days for delivery in Europe and up to 5-28 days for delivery to the rest of the world.
Q: IS COLLECTION IN PERSON AVAILABLE?
A: We are an on-line store only. All items are shipped from our warehouses and therefore collection in person is not possible.
Q: I STILL HAVEN’T RECEIVED MY ORDER. SHOULDN'T IT HAVE ARRIVED BY NOW?
A: We always endeavour to dispatch all orders on the same day provided they have been completed and payment has cleared by 12:00 noon on weekdays, excluding bank holidays. Any orders after this time will be dispatched the next working day.

UK

Most orders in the UK usually take 1-4 working days (we advise buyers to allow up to 5 working for delivery in case of delays within the mail service).

Europe

Please allow 5-11 working days for delivery in Europe.

Rest of the world

Please allow 5-28 days for delivery.

If it has been more than these time frames, 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 or issue you a full refund based on what works for you!
Q: I HAVE ONLY RECIEVED PART OF MY ORDER, WHERE IS THE REST?
A: We have a very efficient logistical system in place which means that you, as a customer, get your items as quickly as possible. This can mean from time to time, your items can be shipped seperately and you many recieve them in seperate packages. Please do feel free to contact us if you have any concerns.
Q: WHICH DELIVERY CARRIER DO YOU USE?
A: 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.

Payments

Q: WHAT PAYMENT METHODS DO YOU ACCEPT?
A: We accept all major credit/debit cards as well as PayPal.
Q: HOW CAN I TRUST THAT MY CREDIT CARD TRANSACTION IS SAFE?
A: Our website features a SSL secure connection during the transaction, keeping your information secure and private.

Sizing

Q: DO YOU HAVE A SIZE GUIDE?
A: Please check each individual product page item for sizing information, there will be click-able link in the product information box to bring up the sizing guide for that particular product.

Please note: Our size guide measurements are of the garment it self and are not body measurements. When choosing a size, please ensure you choose one whos measurements are slightly larger than your body to ensure the item fits comfortably.
Q: I AM BORDER LINE BETWEEN 2 SIZES - WHAT SIZE WILL FIT ME BEST?
A: 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 however you must cover the return cost of the item should you have to return any particular size.

Stock

Q: ARE ITEMS IN STOCK?
A: All items which you are able to add to your cart are in stock in the UK and available to be dispatched. Any size or colour options with a strike through them means that particular size/colour combination is out of stock, please contact us for further information regarding re-stocking times.
Q: WHEN WILL YOU BE ADDING NEW STYLES TO YOUR WEBSITE?
A: We update our product lines regularly and also re-stock existing popular styles as soon as we can. You can check our NEW category which will feature our newest styles. You may also sign up to our newsletter and we will be sure to keep you updated.

Order Errors

Q: I PURCHASED AN ITEM BY MISTAKE; CAN I CANCEL THE TRANSACTION?
A: This depends on at which point you need to cancel. If the order has already been dispatched, we will be unable to cancel the transaction. In this case, you will need to wait until you receive the parcel and then send it back to us for a full refund.

If the order has not been dispatched yet, we will certainly be able to cancel the transaction for you and provide you with a full refund. Just contact us letting us know and we will get it cancelled or ammended as soon as we can.
Q: I RECEIVE AN ERROR MESSAGE WHEN TRYING TO ESTIMATE SHIPPING OR COMPLETE CHECKOUT TO AN INTERTNATIONAL COUNTRY, WHAT IS THE PROBLEM?
A: You may find that when trying to estimate shipping for a certain country the following error appears: Some of the items in your cart can't be shipped to your location. This is because some of our products are shipped from certain warehouses who do not ship to certain countries. We can request a transfer to a different warehouse who will ship to any country worldwide, but this process can take anywhere between 3-14 days to take place. Please contact us if you do not mind the wait and we can allow you to make the purchase and then request the transfer. Once the order has been dispatched, please allow 5-11 working days for delivery in Europe and 5-28 days for delivery to the rest of the world.

Refunds/Exchanges

Q: CAN I EXCHANGE AN ITEM FOR ANOTHER STYLE OR SIZE?
A: 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. Our returns address can be found at the bottom of this page.
Q: I HAVE RECEIVED A WRONG ITEM AND WOULD LIKE TO RETURN IT FOR THE ONE I ORDERED?
A: Please accept our apologies if we have made an error in sending you the incorrect item(s). Just contact us to let us know the error and return the item(s) with the invoice slip (if received) or your Order ID to our returns address at the bottom of this page. We will send out a correct replacement as soon as we receive the item back and have verified the error. The return postage cost will of course be refunded too.
Q: I HAVE RECEIVED A FAULTY ITEM; HOW DO I EXCHANGE?
A: 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 occasionally there may be manufacturing or other faults that we are unaware of.

Please return the item(s) with the invoice slip (if received) or your Order ID to our returns address at the bottom of this page. We will send out a replacement as soon as we receive the item back and verify the fault. The return postage cost will of course be refunded.
Q: CAN I RETURN AN ITEM FOR A REFUND IF IT’S NOT SUITABLE?
A: 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 ‘no quibble’ guarantee ensures that if for any reason you are unhappy with your purchase you can return the item for a refund or exchange. Please return the item(s) with the invoice slip (if received) or your Order ID to our returns address at the bottom of this page within 30 days of receipt and a note stating the action required (Refund or Exchange).
Q: THE ITEM I RETURNED HAS BEEN LOST IN THE POST?
A: Sorry to hear that the item got lost in the post. If the package was lost by Royal Mail or another postal service, you will be able to claim compensation of the value of the item if it was sent with recorded insured post. Please contact the appropriate postal company for advice and compensation claims form. We advise that all returns are sent to us on an economy recorded/tracked insured postal service as we cannot be held responsible for returned items lost in transit to us.
Q: I HAVE NOT YET RECEIVED A REFUND FOR AN ITEM I RETURNED?
A: If you have not received a refund for an item you have returned, then it may be delayed or lost in transit. Please check the tracking of the returned item (we advise that all returns are sent on an economy recorded/tracked insured postal service).

We send refunds via the original payment source. We refund all payments within 2 working days of receipt but Credit/Debit card payment refunds can take 5-10 working days to show in your bank account. PayPal refunds 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.

Other

Q: DO YOU HAVE ANY OTHER STORES?
A: We have stores on Amazon and eBay. You can click links below to visit these shops:
Q: DO YOU HAVE A HIGH STREET STORE?
A: Sorry, we do not have any high street stores currently. We are an online retailer only.
Q: I AM AN INTERNATIONAL BUYER – WILL I BE CHARGED CUSTOMS AND IMPORT FEES?
A: There are NO customs/import charges for goods sent to and from EU member states. No customs declaration is needed and you will NOT be charged any import fees.

If you live outside the EU you may be charged customs/import fees depending on the value of your order and the import rules in your country. Usually there are no import fees for imports under 30 GBP, however please check the import rules and thresholds in your country for confirmation. Buyers are responsible for any fees/charges occured when returning an item.

Return Address

BlackButterfly, Unit 19 Charnwood Business Park, North Road, Loughborough, LE11 1LE, United Kingdom