Where is my order notification?
As soon as you place an order, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder or double check you entered your email address properly. If you still haven’t received it after 24 hours please contact customer services.
How long will my order take to dispatch?
It takes 1 - 2 processing days before your order is dispatched and can sometimes take a little longer during busy periods. We will notify as soon as your order has been sent, please look out for a shipping confirmation email.
When will I know when my order has dispatched?
You will receive a shipping confirmation email containing a tracking number as soon as your parcel has been dispatched. It can take up to 2 working days for your tracking information to update after its initial scan at dispatch.
If you still cannot see any updates to your tracking after the advised time frame, please forward your shipping confirmation email to firstname.lastname@example.org and we will look into this for you.
Can I cancel my order?
You have the right to cancel your order and obtain a full refund. This is only possible if your order is still processing and has not been dispatched. All order cancelations must be sent to us via e-mail quoting your name, order number and full address. We can then cancel your order and refund you. If however your order has been dispatched you will need to return the order to us at your own expense.
Can I amend my order after it has been placed?
Once an order has been placed we are unable to amend the items/sizes in the order or the delivery address. We are also unable to add products or combine two orders in one, we are only able to cancel your order and refund you so that you can re-place it with the correct item(s)/address.
If you think you have made a mistake and need to cancel your order, please contact us at the soonest instance via e-mail quoting your name, order number and full address. We will then cancel your order and refund you, or if this is not possible, let you know how to proceed.
My order is being returned to sender, what happens now?
If you miss the time frame in which you have been instructed to collect this, your parcel will be returned to sender.
It can take up to 4 weeks for an international return to reach our warehouse. Once it has been received, it will be processed by our returns team within 14 working days and you will be issued with a refund, of which you will be notified via email.
If you have missed the deadline for retrieving your parcel and it is being returned to sender, please be advised that the original shipping costs for your order are non-refundable.
My order arrived faulty, what should I do?
If this is the case, we are extremely sorry to hear it :( Please send over your order number, a few photos of the fault and a short description of what has gone wrong to email@example.com and we will get this resolved as soon as possible.
What payment methods do you accept?
We accept most major credit or debit cards these include - Visa, Visa Electro, Maestro, Master Card, AMEX.
Why has my card been declined?
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card does not, for any reason, authorise payment then you will be notified of this immediately at the checkout. A common reason for orders being declined is due to the billing address details being entered incorrectly. Please ensure that in the 'billing address' section, the address to which your bank statements are sent is entered. For full details of why the payment was declined, please contact your card issuer.
I forgot to use my discount code, what can I do?
Due to system limitations, we are unable to retrospectively apply your discount code to an order that has already been placed, so please take extra care ensuring that this has been correctly entered and the discount code has been applied.