FAQs

DELIVERY

How do I know if my order has been sent?

As soon as your order is dispatched from our warehouse, you will receive an email to confirm that it's on its way. From there it should be delivered within the timescale we advertise.

What are your UK delivery charges?

The cost for our standard service within the UK is a flat rate of ˇ·4.50 regardless of the value or number of items ordered. All orders are dispatched with full insurance against loss or damage. Orders over ˇ·100 are dispatched via Royal Mail Special Delivery which is guaranteed to arrive next working day.

How long does delivery take?

Our standard delivery is by Royal Mail and will typically take 1-3 working days within the UK.

Is there an express or next day delivery service?

At the moment we do not have an option in place for express delivery, however we are working on this as an additional service to our customers and as soon as we introduce this service we will communicate it to all of our customers.

Do you deliver overseas?

Yes we deliver to most European countries. Our standard delivery is by Royal Mail Airmail using their International Signed For Service, and will typically take upto 7 working days. The cost for this service is a flat rate of £9.50 for Europe regardless of the value or number of items ordered.

Do you deliver to BFPO?

Yes we deliver to BFPO addresses.

Can I track my order?

Although all orders are dispatched using one of the Royal Mail's signed for services we do not issue tracking numbers unless there is a problem with delivery. In which case we will attempt to track the order on your behalf as well as providing you with the tracking number so that you can look into it from your end.

Do I have to sign for the parcel?

Yes all parcels have to be signed for security reasons. If no one is available to accept the order, it will be held by Royal Mail for up to 14 days before being returned to us. During this time you should be able to collect the package in person or contact them to arrange redelivery. If the order is returned to us, then we contact you to arrange redelivery.

Can I send my order to a different delivery address?

Once you get to the checkout you have the option of adding an alternate address for delivery. Once the order has been placed we are unable to amend the delivery address. This is because our payment gateway uses the information supplied by the customer to perform checks as part of it's process to combat online fraud. These measures are in place to protect the customer and ultimately would ensure that nobody should be able to use your card on our website if it was lost, stolen, or cloned.

What do I do if I don't receive my order?

If you haven t received your order within the stated timescale, the first thing you should do is try contacting your local sorting office, just to make sure that they haven t attempted delivery and failed to leave a card. This is fairly common and in the majority of cases the order is located immediately. If this is unsuccessful please contact our customer service team.

What if an item is missing from my order?

If you think that an item is missing from your order please contact one of our customer service advisors who will be more than happy to help.

What if I have received a faulty or incorrect item?

If you have received an incorrect or faulty item you will need to return it to us for inspection using our standard returns form. Once the item has been confirmed as faulty or incorrect a refund or replacement will be processed and a refund will be made for any reasonable postage costs incurred when returning the item.

RETURNS

What is your returns policy?

In accordance with UK distance selling regulations, you have the right to cancel your order within 7 working days following delivery of your order and, if necessary, return the goods to us for a full refund. You must notify us in writing during this period of your intention to cancel by email.

Should you wish to cancel your order, any goods supplied must be returned within 7 days of your notice to cancel. Providing the goods are returned in original condition with all packaging you will receive a full refund.

How can I return unwanted items?

A returns form can be downloaded from our website and customers should complete the relevant sections of the form. A returns address sticker is also provided on the bottom of your invoice.

How long do I have to return an item?

You have 28 days to return any item which has been unworn with all tags still attached.

Can I return an item to a store?

Unfortunately our stores cannot accept returns from online orders.

How long does a return take to process?

Once we have received the item we will contact you by email, if you request a refund we will process it immediately, it then tends to take 2-3 working days to clear in to the card holders account depending on who you bank with. If the item is for an exchange this takes 2-3 working days to be dispatched.

Do I have to pay to return the item?

All returns are the responsibility of the customer until received by ourselves, and we strongly advise customers to use an insured delivery service. The cost of returning all items is the responsibility of the customer.

What do I do if I have lost my invoice?

If you have lost your invoice our returns address is:

Returns Department

Unit 9-10 Easter Park

Barton Road

Riverside Industrial Estate

Middlesbrough

TS2 1RY

My return was processed but I wasn't refunded my delivery charge?

We will refund you the cost of goods but not the delivery charge, except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty or incorrect.

What if I have been refunded the incorrect amount?

If you believe we have made a mistake on your refund please contact a customer service advisor as soon as possible and we will try and sort it out for you. However the following may affect the amount you have been refunded:

The delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty or incorrect.

Any discounts that were applied at the time of sale, which may not now be applicable.

Have you received my returned goods?

As soon as your return has been processed by our warehouse, we'll email you to let you know. In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please contact one of our customer service advisors.

If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

What if I have returned an item and it has been incorrectly exchanged or refunded?

If you were expecting a replacement and received a refund instead, this may be because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead. If you were expecting a refund and we sent you replacement goods, please contact one of our customer service advisors.

ORDERING

Can I change my order once it is placed?

Due to the fact that we aim to process all orders as quickly as possible we are unlikely to be able to amend the order once it has been placed. However, our standard returns policy applies and you can return the goods for exchange or refund.

Can I reserve stock?

Due to the high demand and limited quantities we are unable to reserve items and we work on a first come first served basis.

Why is an item that I saw on your website no longer there?

If an item is no longer showing on the website then unfortunately it is out of stock. Keep an eye on our website as it may come back into stock. Or you can sign up for our email newsletter which will give you updates on new products, re-stocks and latest trends.

DISCOUNT CODES & STUDENT DISCOUNT

Where do I enter my discount code?

Once you have decided on the items you wish to purchase, you will then need to go to the checkout, at this point you have an option to redeem the voucher. If you enter the discount code in the box it will then deduct the amount off your order.

Why isn t my voucher code working?

Voucher codes periodically expire and it may be that you're using an out of date code. Voucher codes are also restricted to full priced items only, and in some cases have usage restrictions and may only work for say the first 100 customers, or just once for each customer.

What do I do if I forget to enter my discount code or enter it incorrectly when ordering?

Unfortunately we are unable to retrospectively apply discount and if you are experiencing difficulties you should contact us before placing your order.

Do you offer student discount?

Yes, if you are a student you will need to email one of our customer service advisors from your student email account (ending in .ac.uk) and you will then receive an email back with your discount code.

PAYMENT

How can I pay?

You can pay for your order using the following payment methods: (Visa, Visa Delta, (Visa Electron, Mastercard, Maestro, and Solo. We also accept payment via Paypal. Your credit or debit card will be charged immediately when you place your order.

Are my card details secure?

We follow best practice by taking care to ensure that your card details are secure using a third party payment gateway to process payment ensuring that we never see your complete details. (All orders must be placed via the website, or over the phone, please do not e-mail your card details. We cannot take any responsibility for the security of your details when submitted via e-mail and orders by email will not be processed.

What is 3D secure?

3D secure is an additional security measure that has been introduced by banks to protect your online transactions. (When setting 3D secure up, your bank will ask you for some details which will set you up with extra security on all future online orders. You will be asked to input an individual password that only you, as the cardholder, will know. This password will be used at the 3D secure area on all your future online purchases. (If you have forgotten your password or having difficulty with the 3D secure section please contact your card issuer.

What do I do if I can t remember my 3D secure password?

If you cannot remember your password please contact your bank directly who will be able to help you.

What should I do if my card has been refused?