Frequently Asked Questions
How do I place an order?
Be at ease. Ordering with us is simple, we like to make placing an order as straight forward and stress free as possible.
Firstly, browse our website, add any items you would like to purchase to your cart and checkout. At checkout you can select a shipping method and add any promotional codes that are available. Payment can only process using PayPal at the moment. Once your order is complete you will receive an email confirming your order.
Unfortunately we are unable to take orders via telephone or email.
How do I know my order was successful?
You will receive an email confirming your order and you will receive a tracking number.
Once your order is on its way you will receive another email confirming this.
By advertising Goods on the Website, We are inviting You to place an Order with Us. If You place an Order, We are not obliged to accept that Order and the Contract between Us will only be formed if and when We accept Your Order. Neither submitting an electronic order form, nor completing the checkout process constitutes Our acceptance of Your Order. Our acceptance of Your Order and the completion of the Contract between You and Us will take place upon dispatch to you of the Goods. You may include any number of items within a single Order, subject to any restrictions set out in these Terms or on the Website and each Order, which You place, will be a separate Contract between Us. We reserve the right to refuse to supply Goods to any person.
Are all items on your website in stock?
If the item you would like to buy is available on our website then this means we have the item in stock.
Can I cancel/amend my order?
We are able to change or cancel orders under the Distance Selling regulations. If you order a product and it is not already dispatched we will make the change as soon as possible. Please email our customer service team - firstname.lastname@example.org - -for help.
Please note we can make no guarantees to change orders before shipping but we will try our best to do so.
If you have already received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations, and our Returns Policy. Please see our returns section for more information.
I’ve not received my order, where is it?
If you have not received your order within the typical period of 1 to 3 weeks then please check:
That you have received an email confirming your order is on its way.
Check the tracking information included in your dispatch confirmation email using the relevant link.
Check for emails, phone calls and attempted delivery cards from one of our couriers. Your parcel might be at your local depot awaiting collection or redelivery.
Check that nobody at your address has taken delivery on your behalf.
Couriers should not leave your parcel with a neighbour, but it is always worth checking.
My order is incorrect/missing an item?
If your receieved order is missing one of your items or if the item isn't right, please contact our customer service team at email@example.com
Which courier will deliver my order?
FedEx and DPD for all Express Deliveries within the UK
International orders are through DPD, DHL, Royal Mail ,Parcel Force or the Hut Group.
We reserve the right to use an appropriate shipping method on all orders. If you need a specific courier we may ask for further payment to cover any charges incurred.
How long is delivery?
Standard UK delivery – We aim to deliver all UK orders between 3 and 5 working days. Weekends and bank holidays are not considered as working days.
Next working day delivery is not guaranteed during promotional periods. If your order is time sensitive please email our customer service leader - firstname.lastname@example.org who will strive to get your order to you on time where possible.
International orders usually come within 7-10 working days. Shipment times can vary depending on your countries' customs control. Please allow at least 15 working days before contacting our customer service team about a late or outstanding order.
How do I know my order is coming?
An email will confirm your order has left our warehouse your tracking information will also be in the email.
What if I’m not at my address when my order is delivered?
If a delivery is not successful and not completed, a card will be left and a further attempt will be made the following working day. If the delivery can still not be completed then another card will be left and your order will be held at your local depot awaiting further instruction, once it has reached this stage you can either arrange a re-delivery for a convenient date or collect it in person from the depot. Failing this your order will be returned to us and we will contact you via email.
If a DPD delivery cannot be completed they will return your parcel to their depot, a card will be left with full details on how to arrange redelivery or collection. DPD usually attempt to deliver up to 3 times before returning the parcel to us. Once we receive the parcel we will contact you via email. Please note different procedures apply for different countries.
If Royal Mail attempt delivery when you are not in a card will be left with details on how to arrange re-delivery or collection. Failing this you can track your order athttps://www.royalmail.com/track-your-item and rearrange delivery.
If your parcel is not called for it will be returned to us, once we receive it we will be in touch via email.
Please note – when collecting your order from a courier depot you may need to provide photo ID
Can someone else sign for my parcel?
It does not have to be the addressee that signs for your parcel. A signature is kept for security reasons, any signature provided at the delivery address will be taken as proof of delivery.
Can I amend my delivery address?
If you have made a mistake with your address when placing your order please contact us immediately so we can try to rectify your details. Please quote your order number when doing this to speed the process up.
Please note if your order has already left our warehouse then we are unable to amend the shipping details.
If your order can not go through - due to the address being incomplete or due to refusal at the address - we will contact you. We will not contact you until the item is back with us.
Do you deliver to my country?
We deliver to almost every country, if you are unsure please contact our customer service team.
Will I be required to pay Customs and Import charges?
Any customs or import charges that occur are the responsibility of the recipient, these will be charged at the point of delivery. Unfortunately we have no control over these charges as all charges will vary depending on the destination selected.
What payment method do you accept?
Payment can currently only be made using PayPal.
When will payment be taken from my account?
Payment is usually taken as soon as the order has been placed. It can take up to 5 working days before the funds show as having left your account.
How long does it take for the funds to be back in my account?
Refunds are usually processed within 5 working days and the funds are usually back in your PayPal account within 48 hours. As soon as the refund is complete, the amount of time it takes to appear back in your account is beyond our control. If you do have a concern please contact our customer service team who will do their best to help resolve the matter.
Do I have to pay for return postage?
Unfortunately we are unable to cover any cost you may incur when returning an item unless the item is faulty or incorrect.
I’ve not been refunded the full amount?
If you have returned your item(s) for being unsuitable we are only able to refund the item(s) cost this will not include the original delivery cost.
Should your item(s) be faulty a full refund will be issued including the original delivery charges and the return delivery cost.
Are more sizes available?
The sizes shown on our website are the only sizes available. Please keep checking the item as a return may be made and added to our website.
Will you be getting a restock?
Where possible we will restock popular items, as soon as we receive a restock this will be added to our website. If you notify the customer service team we will let you know as soon as a restock comes.
On some orders we might add the occasional gift, these are completely at random and only occur if available. Sadly, we are unable to exchange any free gift you receive for another item or credit.