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DELIVERY ON US ON ALL ORDERS OVER £20

Customer Service Hub

WHAT DO YOU NEED HELP WITH? 

Our lovely valuable customers usually have one of the following queries, maybe you can find what you're looking for below?

 

  • WHERE IS MY ORDER?
As soon as your parcel has been dispatched, we’ll send you an email to let you know. Shortly after, you’ll receive another email from our delivery partner containing your tracking information so that you can follow your parcels journey. If you placed your order on our next day delivery service before the 2pm cut off point, it will be dispatched from our warehouse on that day (Mon- Fri) . Orders placed on our free / standard delivery service are usually dispatched within 48 hours, however, this may take a little longer during busier periods, so please bear with us.
  • WHERE IS MY REFUND?

Once we have received your parcel back , your refund will be processed within 30 days and we’ll send you an email to confirm once its been refunded. We are unable to send any confirmation of return received prior to processing of refund. Please bear it in mind that unlike an individual we are business and have process to follow, we are unable to refund returns same day as received. 

If you have not heard from us after 30 days of sending the return, please get in touch via email with picture of your proof of postage receipt so that we can look into it for you. We can not refund unless we have received our item back. 

  • HOW DO I RETURN AN ITEM?

Easy as 123... see all the details on our RETURNS page. We do not offer free return service.

  • CAN I CANCEL/AMEND MY ORDER, DELIVERY ADDRESS? 

Unfortunately, once an order has been placed we are unlikely to be able to cancel or make any amendments as our team work super fast. If you would like to contact our customer services team, please contact them via email or contact us page and they’ll see if there's anything they can do for you.

  • MY ITEM HAS ARRIVED FAULTY OR INCORRECT

Please contact our customer services team via email or CONTACT US page so that they can help. Send them your name, order number and an image of the faulty/incorrect item and they’ll resolve this for you ASAP. 

  • THE ITEM I WANT IS OUT OF STOCK 

Popular styles do sell out very quickly, so keep checking our website to be the first to know when your favourite items have been restocked. 

  • WHAT HAPPENS IF MY ORDER IS LOST? 
In the unlikely event that you do not receive your order, our customer services team will process an investigation with the courier. It can take up to 4 weeks to be investigated and you will need to wait for the outcome. If it’s confirmed that your order was delivered, we will not be able to offer a refund. However, if the investigation shows the order has been lost, we will issue a replacement or a refund whatever you wish. 
If you believe that your order is lost, please get in touch with our customer services team via email or contact us page and they will look into this for you.
  • MONEY TAKEN FROM ACCOUNT ORDER NOT PROCESSED
Usually it happens when wrong payment details are entered. It is a security feature designed to protect us and yourself against possible fraud. Your bank puts hold on the amount, your payment will show Pending. Your order has not been placed. Best way to resolve this is to enter correct payment details and complete your purchase or contact your bank or payment provider. 
If your still can not find what you looking for, you can reach out to us via our
CONTACT US page. Please include full name order number and email used to place the order.