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FAQ
Delivery
| Q: | DO YOU OFFER EXPEDITED DELIVERY? |
| Yes we do offer an expedited delivery service for the majority of UK & US orders; please select the Expedited option at the checkout if you would like this service. Our expedited shipping estimates will be given to you at checkout. Orders placed using the expedited shipping service will usually require a signature upon delivery. This is an express service and not a next-day service. 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? |
| All delivery estimates can be found directly at checkout based on the shipping methods available. Please take a look at our Shipping section to get detailed information based on your delivery region. |
| Q: | IS COLLECTION IN PERSON AVAILABLE? |
| 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? |
| 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! |
| Q: | I HAVE ONLY RECIEVED PART 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 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? |
| 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? |
We accept all major credit/debit cards as well as PayPal.        |
| Q: | HOW CAN I TRUST THAT MY CREDIT CARD TRANSACTION IS SAFE? |
| Our website features a SSL secure connection during the transaction, keeping your information secure and private. For more information, please visit our dedicated Payment page. |
Sizing
| Q: | 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 measumrents 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 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? |
| 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! |
Stock
| Q: | 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 can sign up for a re-stock notification on the product page or you may contact us for re-stocking information. |
| Q: | WHEN WILL YOU BE ADDING NEW STYLES TO YOUR WEBSITE? |
| 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 additions. 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? |
| This depends on at which point you need to cancel. If the order has already been dispatched or is at the delivery stage, 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. |
Refund / Exchanges
| Q: | 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. |
| Q: | 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. |
| Q: | 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 are 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. |
| Q: | CAN I RETURN AN ITEM FOR A REFUND IF IT’S 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. |
| Q: | THE ITEM I RETURNED HAS BEEN LOST IN THE POST? |
| Sorry to hear that the item got lost on it's way to us. If you contact us with a proof of postage receipt or tracking number, we would be able to still process your return no problem. We recommend that all customers keep their proof of postage receipt and/or tracking number 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. |
| Q: | 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 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 A HIGH STREET STORE? |
| We do not currently have any high street stores. |
| Q: | I AM AN INTERNATIONAL BUYER – WILL I BE CHARGED CUSTOMS AND IMPORT FEES? |
| As the United Kingdom has now left the EU, there may be additional duty and VAT charges to pay on your parcel upon delivery to the EU when your order is shipped from the UK. It is your responsibility to ensure that you are aware of the exact amounts and costs that may be incurred. If you have any questions regarding this or would like more information, please do not hesitate to contact us and we will do our best to help. If you live outside the EU you may also be charged customs/import fees depending on the value of your order and the import rules in your country. We recommend checking the import rules and thresholds in your country for confirmation. Buyers are responsible for any fees/charges occured when returning an item. |
