Frequently Asked Questions

Orders & Delivery

Where's my Order?

You can track your order using the tracking number sent to your email. If you can't find it, please contact us with your order number and we'll help you locate it.

Delivery Options & Times

We offer standard delivery (3-5 business days) and express delivery (1-2 business days). Free shipping is available on orders over £50.

Can I cancel an Order?

You can cancel your order within 1 hour of placing it. After this time, we may have already processed it for shipping. Contact us immediately if you need to cancel.

Missing Item(s) from my Order?

If items are missing from your order, please contact us within 48 hours with your order number. We'll investigate and send the missing items or provide a refund.

Item out of stock?

If an item becomes out of stock after you've ordered, we'll contact you within 24 hours to offer alternatives or a full refund.

I received an incorrect item - What do I do?

Contact us immediately with photos of the incorrect item and your order number. We'll arrange a free return and send the correct item.

I received a faulty item - What do I do?

We're sorry this happened! Contact us with photos of the fault and your order number. We'll provide a prepaid return label and full refund or replacement.

Can I change the delivery address on my order?

Contact us within 1 hour of placing your order. Once dispatched, we cannot change the delivery address.

Returns & Refunds

How to return an item & how much does it cost?

Returns are free within the UK for orders over £50. For smaller orders, return shipping costs £3.99. Items must be returned within 30 days in original condition.

When will I receive my refund?

Refunds are processed within 5-7 business days once we receive your returned item. You'll receive an email confirmation when processed.

How long do I have to return?

You have 30 days from delivery to return items for a full refund.

Can I exchange instead of a refund?

Yes! Contact us to arrange an exchange for a different size or colour, subject to availability.

Do you refund the delivery charge?

Delivery charges are refunded if you return your entire order or if we sent you a faulty/incorrect item.

Account Management

How do I change my email address?

Log into your account and go to 'Account Settings' to update your email address.

How do I change my delivery address?

You can update your default delivery address in 'Account Settings' or add a new address during checkout.

How do I change my password?

Go to 'Account Settings' and click 'Change Password'. You'll need your current password to set a new one.

Payments & Promotions

How do I use a gift voucher?

Enter your gift voucher code at checkout in the 'Discount Code' field. The amount will be deducted from your total.

Payment Issues

If your payment is declined, please check your card details and try again. Contact your bank if the issue persists, or try a different payment method.

Still need help?

If you can't find the answer you're looking for, please contact us and we'll be happy to help!