Frequently Asked Questions

Delivery

Click here to track your order.

Your order could be in a couple of places… our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it’s on its way. You can track your order at the top of this page using your order number from that email. If you haven’t got your dispatch email (don’t forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.

If you don’t have your order number, log into your account and then go to ‘Order History’.

Why is my order late?

Please double check the delivery option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check delivery timescales here.

If it’s after 9pm on that date then it’s late. If it’s before the advised delivery date and you’ve had your dispatch email, then it’s on its way. Your delivery date has to have passed for us to be able to investigate where your order is.

If your delivery date has passed, please contact us by going to the ‘Contact Us’ tab on this page and have your order number ready.

Why was my order cancelled?

If you’ve placed an order and received a cancellation email from us, we’re sorry about that. This will usually be because the stock wasn’t in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

Can I cancel or change my order?

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds). You’ll need to place another order or return any unwanted items.

Accordion I received a faulty item, what do I do?

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our ‘Contact Us’ tab, to help us get this fixed for you ASAP. When you first contact us please include the following information;

Your Name, Order Number, Product Name and Code, Picture of the fault and a Description of the fault.

The product name and code can be found on your order confirmation email.

If you contact us via the ‘Contact Us’ tab please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

Returns

Returns - How do I return my package?

We’re bummed things didn’t work out for you, but here’s the good news: You’ve got 14 days to send something back to us from the day you receive it. Just click the link here and follow the steps below.

You can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

1. Repack your items.

2. Login to our returns portal by clicking the ‘start return’ button below. You will need your order number and email/last 4 digits of your phone number, so please make a note of these before continuing.

3. Select your preferred return option (Print returns label at home or in store options).

4. Once you have processed your return in the portal you’re ready to post it off! Make sure you keep proof of postage!

5. Keep an eye on your return tracking. You’ll get an email once we receive your returned item.

Good to know… We’ve gone paperless! You’ll no longer receive a delivery note in your parcel.

For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached.

This does not affect your statutory rights.

There wasn't an invoice in my parcel, can I return?

You’ll no longer receive an invoice in your parcel. Simply download and print a returns label from our website, add this to your parcel and then send it back to us.

Ready to return? Just click here

I am outside of the returns policy, can I return?

Over 14 days?

We move fast and the turnaround of stock we sell means that we will not be able to resell your goods. So unfortunately we cannot accept returns that are over 14 days.

I don't have the original packaging, can I return?

Don’t worry, just package your items in something non see-through, sealable & waterproof.

Ready to return? Just click here

Refunds - How long will my refund take?

A typical refund will take up to 21 days, that’s 14 days you returning and us processing and up to 7 days for it to make its way through the banking system.

The refund will go back to the payment method you used when placing your order, once we’ve done our bit you’ll get an email confirming it’s on its way.

If you’ve waited more than 21 days with no email from us then please get in touch by going to the ‘Contact Us’ tab on this page.

Frequently Asked Questions