Where do you ship to?
We ship globally but not to North America (USA / Canada).
We use respective national postal services (can take up to 28 days depending on the country).
Do you ship to PO Box of Army post addresses?
Unfortunately we're unable to ship to PO box or army post addresses. We apologise for any inconvenience.
How long does it take to receive a my order?
UK Orders: It should usually take 3-5 days for you to receive your items, via Royal Mail 1st class post.
International Orders: It should usually take 7-14 days for you to receive your items but please note, it can take up to 28 days depending on the country.
UK & INTERNATIONAL ORDERS: Please be aware that due to restrictions of movement, orders processed and shipped may be subject to delay.
Where is my order?
If you have not received your parcel within the estimated time frame please email us at email@example.com
What are customs fees?
If you are ordering outside of the UK, your parcel may be incur customs fees. This covers taxes, duties and processing when it arrives at your border. If you are not familiar with the customs fees in your country, please check with your local customs office for more information.
Why do I have to pay separate customs fees?
Our shipping charges do not cover the additional customs fees as each border has different ways of handling incoming post. It is worth familiarising yourself with your country's fees before placing your order with us so that you are aware of the extra payment that will be required.
What happens if I don't pay my customs fee?
If you refuse to pay the customs fees when your order arrives, the shipment will be returned and we will be charged the customs fees plus return shipping costs. Therefore, we do not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees.
What is your returns policy?
You have 28 days from receiving your product to tell us if you wish to return it for a full refund. To return an item, please enclose the packing slip in with your purchase and clearly mark the reason for your return. Simply return your parcel to the post office making sure to get a proof of postage. If apparel, the item cannot be worn or washed. A damaged or defective item can only be replaced for the same item. If the item has a tag attached, please ensure this has not been removed. Another item cannot be substituted in place of a damaged or defective item. (Please see Returns Policy for more info)
What is your exchange policy?
Currently we do not process exchanges. If you'd like to exchange your item, please follow our return policy to return your item for a refund and place a new order for the item you would like. We currently process returns this way for two reasons,
1) Placing a new order will allow for you to receive your exchange item quicker
2) Our inventory changes so rapidly that by the time we receive your return and then process the exchange, the item or size you have selected may already be sold out. By placing a new order as your exchange, you can insure that you receive the item you originally intended to order.
How long does a return/exchange take?
Because we don't process exchanges, receiving your replacement item is dependent on how quickly you place your new order and the shipping method you have selected. Once an item has been returned and received, it can take up to 7 business days to process your return on our end. Once the return has been processed, you will receive an email confirming the refund. Please allow up to 7-14 business days for your credit card to reflect the refund. If you have not seen a refund after you have received a confirmation from us by your next billing cycle, please contact your credit card company.
What do I do if my product is faulty?
If your product is faulty, please email us at firstname.lastname@example.org with a photo of the faulty product. Depending on the item, our customer service team will instruct you on what to do with the item you have and will confirm replacement
Can I pre-order products?
We currently offer pre-orders on selected products only. Sign up to our newsletter to be kept up to date with new products and pre-orders. Please note that if you order other products alongside your pre-order, the order will be shipped to you as a whole once the pre-ordered product is available.
Out of stock products (do we have back in stock button on this store?)
If the product you wish to purchase is out of stock, please click on the 'Email Me When Back in Stock' button to be kept up to date when available again.
Can I add an Item to my order?
Unfortunately you cannot add items to your order once you have checked out. You will have to place another order for your additional items.
Can I cancel my order?
We may be able to cancel your order if it has not already been sent out. If you would like to cancel your order please send us an email at email@example.com . Please note we cannot cancel your order if it has already been shipped.
Can I change a delivery address once an order has been placed?
We may be able to change your delivery address if it has not already been sent out. If you would like to change this please send us an email ASAP at firstname.lastname@example.org. Please note we cannot cancel your order if it has already been sent.
Promotional codes and vouchers
Do you sell gift cards? (Do we sell gift cards on this store?)
Yes, we do sell gift cards, these can be found for purchase at email@example.com
Where do I enter my promotional code?
At the checkout, above your subtotal is a box in which you can enter any discount codes.
My promotional code was not applied, what do I do?
If you entered the promotional code and it did not apply it to the total please double check that you have the correct code or that it has not already expired. If checked and the code is still not working, please contact us on firstname.lastname@example.org