Frequently Asked Questions
Find answers to your most common questions quickly and easily.
Orders & Shipping
If your order hasn't arrived by the estimated delivery date, please check these things first:
- Track your order: Use the tracking number from your dispatch email.
- Check your account: Log in to verify your delivery and contact details.
- Look around: Check with neighbors or any safe places like a porch or shed where the courier might have left it.
If you still can’t find your parcel, contact our Customer Service team with your order number for assistance.
We offer two main delivery options to suit your needs:
Standard Delivery
- Time: 3-5 working days
- Cost: £2.99 (Free for orders over £40)
- Days: Monday to Saturday
Premium Delivery
- Time: 1-2 working days
- Cost: £4.99
- Note: Order by 12 PM Monday to Friday for eligibility.
Orders placed after 12 PM (Mon-Fri) typically ship the next business day. For full details, please visit our Shipping & Delivery page.
Our carrier delivers between 7:30 AM and 8 PM. A signature might be required.
If you're not home, the carrier may try to deliver to a neighbor or find a safe, dry spot for your parcel. If neither is possible, they'll leave a calling card with re-delivery instructions.
We use Evri for smaller, less valuable items and Royal Mail for larger or more valuable items. The choice depends on your order's weight and value, ensuring prompt and secure delivery.
We apologize for any faulty items. Please contact our customer care team immediately with your order number and a description of the issue. We'll help you with a replacement, refund, or repair.
Note: We inspect all returns. Items damaged by wear and tear or misuse may not be eligible for a refund.
We're sorry if you received the wrong item. Please contact our customer care team as soon as possible with your order number and a description of the incorrect item. We'll arrange to send the correct item or provide a refund, and guide you through any necessary return process.
We apologize for any missing items. First, check your confirmation email for any dispatch information, as the item may be arriving separately. If the item is not dispatched separately or you haven't received additional tracking information, please contact our Customer Care team within 7 days of delivery with your order number and a description of the missing item. We'll help by sending the item or providing a refund.
If you need to cancel, please contact our Customer Care team as soon as possible. We can cancel and issue a full refund if your order hasn't been dispatched yet. However, once your order has been dispatched, we are unable to cancel it, and you would need to return the order to us if you no longer require it.
We aim to dispatch orders quickly, so it's important to notify us of any cancellations as soon as possible. Our Customer Care team will guide you through the returns process if necessary.
As we strive to process and ship orders as quickly as possible, we are unable to make changes to an order once it has been placed. This includes modifications to the delivery option, delivery address, or payment method.
You can cancel your order by contacting customer service and then place a new order with the desired changes. If your order has already shipped, it cannot be cancelled, and you will need to follow our returns process once you receive your order.
Refunds typically take up to 10 working days to process, although this can vary depending on your payment provider. We cannot speed this up. If funds aren't released after 10 working days, please contact our Customer Care team.
Normally, an email confirmation is sent out immediately after the order is placed. However, if you haven't received your confirmation email, please check your spam or junk mail folder as it may have been filtered there. If you are still unable to find it, please contact our customer care team. Please allow up to 24 hours before contacting us so that we can investigate the issue and ensure everything is fine with your order.
Returns & Exchanges
We offer a 30-day returns policy from the date of purchase. Here's how it works:
- Within 14 days: Eligible for a refund or exchange.
- 15-30 days: Eligible for an exchange only.
- After 30 days: Returns are not accepted.
Once your return is authorized, you have an additional 14 days to send the item back. For full details, please see our Returns & Exchanges policy.
To start a return, contact our customer care team at [email protected] with "Return Request" in the subject. We'll provide a returns authorization that you should include with your item(s).
Items must be in brand new, unworn condition. We'll recalculate your invoice and any promotions upon receipt. You can also initiate a return via our website.
Yes, we offer exchanges for 30 days from purchase for items in brand new condition with tags attached. We only exchange for the same item in an alternative size or color if the value is the same and the item is in stock when we process your return.
To exchange, follow our returns process and tick the exchange box on your returns slip.
Please use the tracking number from your return shipment to check its status. Once we receive your items, we'll process them promptly. Processing times vary by volume. We'll send an email once your return is processed.
Unless specified otherwise in the product description or offer, you can return an item purchased with a promo code using our standard returns process.
Yes, unless stated otherwise in the product description or offer, you can return sale items just like any other item.
Once we receive your return, please allow up to 10 business days for us to process it. After processing, allow an additional 3-5 business days for your refund to appear in your account. We appreciate your patience!
The return slip is crucial for us to identify your return. If you forgot it, please contact us immediately so we can help identify your parcel and ensure your return is processed.
Due to hygiene reasons, underwear and swimwear are ineligible for return or exchange unless they are faulty. If a faulty item, you must notify us within 14 days of receiving it.
Please contact our Customer Care team, and they'll be happy to resolve any refund discrepancies for you.
Delivery charges are not refunded unless your entire order was faulty or incorrect.
Return charges are generally your responsibility unless your entire order was faulty or incorrect.
We offer return labels with pre-negotiated rates and tracked service. If you use this option, the label fee will be deducted from your refund.
Payments & Promos
Placing an order is easy:
- Add to cart: Find your item, select color/size, and click "Add to cart."
- Proceed to Checkout: Click the cart icon when done shopping.
- Enter details (new customers): Provide email, name, address, and choose shipping.
- Review & Confirm: Check your items, delivery address, and method.
- Apply Promo: Enter any promo codes or vouchers under the "Promo or Vouchers" tab.
- Payment & Place Order: Confirm payment method and click "Place Order." You might encounter 3D Secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.
A confirmation email will be sent to your registered email address. Check your spam/junk folder as our emails may be routed there automatically.
You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.
Visa, MasterCard, Visa Electron, Maestro, American Express, PayPal & Klarna.
We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorization by both us and the card issuer. To better protect our customers when making online payments by card, you may be presented with 3D Secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.
Klarna is a Swedish financial technology company that provides a range of payment and financial services. Its "buy now, pay later" option allows you to make a purchase and either delay payments entirely or split them into manageable chunks, offering flexibility and control over your purchases.
If your payment was declined, try these steps:
- Double-check details: Ensure all payment information (billing address, card number, expiration, CVV) is correct.
- Contact your bank: Check with your bank or credit card company for any account issues.
- Try another method: Use a different card or payment option.
- If you continue to have issues, please reach out to our customer support team for assistance. They will be able to provide further guidance and help you resolve the issue.
Account & Technical Issues
Don't worry if you forgot your password! It's easy to reset:
- Navigate to the sign-in page by locating the sign-in option in the top left corner of your screen.
- Click "Forgot password?" and enter your email address associated with your account.
- An email will be sent to your registered email address with a reset link. Click on the link and follow the instructions to create a new password.
If you're having trouble logging in and receive an error message saying your email address or password is not recognized, here are some steps you can take to troubleshoot the issue:
- Verify credentials: Double-check that you are using the correct email address and password. Check for typos or errors when entering your login information.
- Reset password: If you cannot remember your password, click on the "forgotten password" link on the sign-in page. Enter your email address and follow the prompts to reset your password. Be sure to choose a strong and unique password to help protect your account.
- Browser settings: Check the settings on your browser. Make sure the "Block all cookies" function is disabled, and that JavaScript is enabled. Also, ensure that you do not have any content blockers installed.
- Device clock: Verify that your device clock is accurate. For security reasons, if your device clock is too fast, you may not be able to access your account. Set the time on your device to default to resolve this issue.
If you have tried all of these steps and still cannot log in to your account, contact our Customer Care Team. Provide as much detail as possible about the issue, including any error messages you have received and what steps you have taken so far to try to resolve it. You may also include screenshots to help the support team better understand the issue and provide a prompt resolution.
No, you can check out as a guest. However, we recommend creating an account for benefits like:
- Easily tracking order status.
- Viewing order history.
- Saving payment and shipping info for future purchases.
- A more personalized shopping experience.
Still Have Questions?
Our customer care team is always here to help you with anything else you might need.
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