Do you ship internationally?
Yes we do, just select your country at the basket page.
I placed an order for NextDay delivery & I still haven't received my items
If you placed your order after 1pm, then your order will have been shipped out the next working day, for delivery the day after.
I placed an order for NextDay delivery before 1pm and I haven't received my item
FedEx can deliver between 9am & 7pm. If your item still hasn’t arrived, then chances are that we have already tried to contact you about your order for some reason. Please check your email inbox & spam/junk folder to see if we have sent you any mail. If not, then feel free to send us an email at email@example.com and we will be happy to help you.
How do I know when my order is shipped?
You will receive an email from us when we ship your order. To ensure that you receive these emails please add firstname.lastname@example.org & email@example.com to your safe email/ address book to make sure these messages do not get lost in your spam or junk email folder.
Can I ship to a different address to the billing address?
Yes you can, just select the option to ship to a different address on the basket page.
Do you ship to PO Box addresses?
We do, however if you choose a FedEx shipping option, your package may be delayed as FedEx will not place a time guarantee for deliveries going to a PO Box address.
Do you offer a Saturday delivery service?
We do not offer this as a standard service, however, you can request that your order be delivered an a Saturday, just send us an email to firstname.lastname@example.org and we will be happy to help. Please note, that there will be an extra charge on Saturday Delivery orders.
I placed my order over the weekend, when will I receive it?
If you selected a UK FedEx NextDay service, then your order will be dispatched on Monday for delivery on Tuesday. If you selected standard delivery, then your order will be with you within the next 3-5 working days.
Payments & Security
Is your website safe & secure?
Yes, we are 100% secure. All Debit/Credit card payments go through Worldpay, a security company run by Royal Bank of Scotland. All payments through Worldpay are done so through a secure server, and all data is encrypted.
Can I pay via PayPal?
Yes, just select the PayPal option when checking out.
I have asked for my order to be cancelled, but I cant see it on my bank statement?
If you have asked us to cancel your order before you receive your item, then the money from the transaction will not actually appear as a transaction on your bank statement, your available balance will just be increased by the amount you payed. This is because we only take payment from your bank, when we ship the item, so when we cancel, all the bank have to do is make the money available in your account again.
I have been emailed asking for Payment Confirmation, what does this mean?
This is just a check that we need to carry out every now & then on some orders. It is just to make sure that it was you that was placed the order, and not somebody else.
I payed Via PayPal, but cannot view the order details in my PayPal account?
For PayPal order, you will not be able to view detailed descriptions about your order in your PayPal account due to restrictions with PayPal express. Your order details will be in the order confirmation email you receive.
Are your sizes in UK or US sizes?
All sizes online are displayed as UK sizes. You can view size conversions here.
Are you products genuine?
Yes, we are a licensed stockest. This means that all of our items come direct from suppliers & brands, and are all genuine.
A size has sold out, can you order it in for me?
If an item has sold out in a size and it is in current season, then we may be able to order the size in again, just email us at email@example.com and we will be happy to help. Unfortunately, we cannot re-order older styles from past seasons back into stock.
How accurate are your stock levels?
Our stock is all controlled by our stock control system, and is kept as accurate as possible. In some cases, an item & size may be displayed online that may have been sold out. In this rare case, we will let you know ASAP and offer to cancel & refund your order.
How do I find out what the status of my order is?
We will send you an email every time the status of your order changes. To ensure that you receive these emails please add firstname.lastname@example.org & email@example.com to your safe email/address book to make sure these messages do not get lost in your spam or junk email folder.
I received an incorrect or faulty item.
We ensure that all of our customers receive exactly what they order, in the best condition possible. However, there will always be human error, so in the case that you have received an incorrect product or faulty item, then just email us at firstname.lastname@example.org and we will be happy to help.
How do I place an order?
Easy! Just browse our website, and select the item & size you wish to purchase, and add the item to the basket by clicking the orange “add to bag’ button. Once you are ready to checkout, simply click ‘View’ in the top right hand corner of the screen to view your basket. Here you can edit your order and get rid of items/quantities that you do not want.
Next just follow the instructions and enter the form on the right hand side column and continue until you get to select your payment option. Once you select the payment option, you will be taken to either the Worldpay or PayPal website to make your payment (Both sites are 100% secure). Thats it!
I wish to return an item, how do I do this?
Just email us at email@example.com and let us know if you are wanting a refund, or an exchange. We will then give you a returns number for you to write on the outside of the package. Please make sure that you put this number on the outside of the package, otherwise we will not be able to process the return.
Will I have to pay for shipping when returning an item?
Unless you received the wrong item or a faulty item, then yes, you will have to pay for sending the item back to us. If you are returning the item for a refund, then we will refund your the original postage charges. If you are returning for an exchange, then we will ship the new item to you free of charge.
How long will it take you to process my return?
We aim to process returns within 1-3 working days. Please allow longer during seasonal & sale periods.
How long will it take to be refunded?
If you payed by Credit or Debit card, then once you receive a confirmation email from us letting you know you have been refunded, the money will be back in your account within 1-7 working days (This time is dependent on your bank). If you payed via PayPal, then your refund will be in your account within 24 hours.