FAQs

We aim to get any orders made before 12 pm despatched the same day, however during busy periods the turnaround could be slightly longer. If an order is made after 12 pm it will usually be sent out the following day, and on a Friday, this will be sent out the following Monday (unless a bank holiday when it will be sent on a Tuesday).

Standard delivery can take between 2-5 working days (weekends do not count as working days).

No, we do not despatch on either bank holidays or weekends.

Yes, we do ship internationally and the price to ship overseas will vary. If there are any import taxes and fees, these are calculated and charged at checkout. These are calculated on the value of your order and based on the destination country’s local tax rates.

The shipping cost will be calculated based on the destination and volumetrics of the order at checkout.

Please note that taxes and duties are charged on the total cost of your order excluding any discounts.

Orders are turned around very quickly and generally, once they have been picked and packed, they will be ready to despatch – which means it won’t be possible to cancel. However, if you contact the Customer Services team, they may be able to help and stop the order if it is in its early stages. Their contact details can be found at the bottom of these FAQs.

If you want to change or update the shipping address this can be done if the order is in its early stages. If the order has been picked and packed and is ready to be shipped this may be more difficult and may mean you are unable to do it. This also applies to changing the size or colour of an item on your order. Please contact the Customer Service team to see if they can help. Their contact details can be found at the bottom of these FAQs.

Please note, if you wish to change an item on an order the new one would need to be the same value as the original, and any changes like this will also be dependent on stock availability.

Your tracking number will be sent to you by email after our team has processed your order. Once you have this you will be able to enter this on the Royal Mail website to check the progress of your order.

The tracking info might only be updated once the parcel has been successfully delivered – either to the specified address or a safe place - or when delivery has been attempted. If there is no one in, the parcel may be returned to the sorting office, meaning you will need to collect it from there, or you may be able to arrange a redelivery online. The postman should leave a calling card, but we find this is not always the case.

Deliveries can take between 2-5 working days to arrive, however, it is important to wait a full 10 working days before contacting us to declare the parcel missing. After this time, you should contact Customer Services who will raise an investigation with Royal Mail. Their contact details can be found at the bottom of these FAQs.

Royal Mail advises checking with neighbours and any household members who may have taken the parcel in. It is also worth checking any safe places where the parcel may have been left. If you still cannot find the parcel, then please contact the Customer Services team who will raise an investigation with Royal Mail.

Unwanted items can be returned within 30 days of placing your order for a refund, exchange or store credit. All items should be returned in their original condition, unworn and unused, with tags attached. Underwear cannot be returned due to hygiene reasons.

To start a return, visit our Returns Portal and enter your order number and email address. Select the items you're returning, choose a refund, exchange or store credit, and follow the instructions to get your returns label. You don't need to include a returns form.

All exchanges are subject to stock availability. If we cannot process an exchange due to a lack of stock, we will arrange a refund instead.

If you added Checkout+ when placing your order, your return or exchange is free and your returns label is covered.

If you didn't add Checkout+, you can still return through our Returns Portal, but a return shipping fee will apply. You'll see the fee in the portal before you confirm your return.

If you've received a faulty or incorrect item, please contact our Customer Services team before returning it. We'll cover the cost of the return.

As soon as you notice the fault, please contact our Customer Services team by email who will be happy to help sort this out. You will need to send a photograph of the fault along with your customer reference number. Their email can be found at the bottom of these FAQs.

This must be done within 14 days of ordering.

If one of our products develops a fault, please contact our Customer Services team by email who will be happy to help sort this out. You will need to send a photograph of the fault along with your customer reference number. Their email can be found at the bottom of these FAQs.

An item that was ordered more than 6 months before will not be eligible for a refund or exchange if it develops a fault as this would usually be due to expected wear and tear.

As soon as you notice that you have been sent an incorrect item, please contact our Customer Services team who will be happy to help sort this out. Their contact details can be found at the bottom of these FAQs.

This must be done within 14 days of ordering.

As soon as you notice that an item is missing from your order, please contact our Customer Services team who will be happy to help sort this out. Their contact details can be found at the bottom of these FAQs.

This must be done within 30 days of ordering.

You'll receive email updates as your return is processed, and you can check its status at any time in our Returns Portal. We aim to process returns within 5 working days of receiving them, although this may be longer during very busy periods. We will then issue your refund, store credit or exchange, depending on the option you chose in the portal.

Once your return has been received, inspected and approved, any refund due will be issued to the payment method you used to place your original order. Please allow up to 5 working days for the refund to reach your account, depending on your payment provider. If you chose store credit, this will be available to use as soon as your return has been processed.

Yes. Choose "Exchange" in our Returns Portal. With an instant exchange we'll send your new item straight away, before your return reaches us (subject to stock availability).

If you’re having trouble with your discount code, make sure you’ve typed the code correctly and that the expiry date hasn’t passed. All our discount codes apply to full-priced products only and cannot be used in conjunction with any offer discounts.