Frequently Asked Questions
*PLEASE ALLOW UP TO 7 DAYS FOR YOUR PARCEL TO ARRIVE.
ROYAL MAIL ARE EXPERIENCING HUGE DELAYS. WE APOLOGISE FOR ANY INCONVENIENCE CAUSED
Last Ordering Dates to receive in time for Christmas (24th December) - in stock items only
Standard Delivery- Order by 3pm 21st December
Next day Delivery - Order by 9pm 21st December ( to receive on the 23rd December)
Europe & USA
Australia, Caribbean, Middle East
We are shut from the 22nd December - 3rd January
All Orders placed within this time will be processed on the 4th January 2021..
The Last Day to pre order to receive in time for Christmas is the 2nd December.
How long does Standard Delivery Take?
Standard Delivery takes 3-5 Days working days.
When will my order be Shipped?
All Orders are shipped the next working day. All orders placed on Friday, Saturday & Sunday will be shipped on Monday.( unless there is a bank holiday then it will be shipped Tuesday)
What courier service do you use?
All UK orders are sent via Royal Mail. Deliveries can only be made on working days ( not including bank holidays) & require a signature upon delivery.
UK Customers - How do I track my item / what if I haven’t received my item?
When your item has been sent, you will receive a dispatch email with your tracking number. Royal Mail does not provide a fully tracked service, the tracking system will only update when delivery has been made or attempted. To track, please go on the Royal mail website ( Track & Trace) and enter your tracking number.
What if I haven’t received my item?
Please track your parcel first. For all Delivery queries, please contact Royal Mail directly quoting your tracking number.
Store Collection - Pick Up
We are based in Binfield in Berkshire ( RG42)
Please only select this if you are local to us and can pick it up from Binfield.. Once you have placed your order please email us for the full address. We will let you know when your item is ready to collect (usually within 1-2 days). If you have ordered a pre order item this will be ready to collect in 10-15 working days.
Do you ship Worldwide?
Yes we do. Your postage cost will be calculated at the Checkout.
International Customers - Where is my item / what if I haven’t received my item?
Your postage cost and delivery estimate will be worked out at the Checkout. The delivery times which are shown on the checkout page are advised to us by Royal Mail and shown on there website. Usually all orders are delivered within the stated time frames, however we cannot 100% guarantee this due to postal / custom delays beyond our control which we cannot be held responsible for. For all delivery enquiries, please contact the courier/ postal service directly quoting your tracking number. If your item hasn't arrived by the 25th working day then this will be declared as lost and we can open up a claim with the courier to refund you.- we are not able to refund you until the 25th working day incase this arrives before then. The Buyer bears all responsibility for all extra charges such as Import duties, taxes and other customs related charges (if any).
Do you accept Returns?
Yes we do within 14 days, please refer to our Returns Policy.
How do I return an item?
To Return; Please fill in the return form and send it back to the full address we have provided on the return form.
When does the return period start?
Items must be returned within 14 days of when delivery was first attempted/ delivered to you- Whichever is first. For Example, if delivery was attempted on the 1st, but you weren't home and then collected your item from the post office/ depot on the 10th, the return period would start from the 1st as this was the date when delivery was first attempted. Returns attempted outside of this 14 day deadline will be denied and returned to the customer.
What if I have returned it after the 14 day period?
Returns attempted outside of the 14 day deadline will be denied and returned to the customer or we will offer you store credit ( at our discretion)
Can I return Sale Items?
Any items purchased in the sale are considered final sale and will not be accepted for a return.
Can I return Swimwear?
All Swimwear is non returnable for hygiene reasons
Have you received my return?
Please note we do not send email confirmations when we receive your return back, we only send email confirmations when your refund has been processed. This is why we ask you to send your return back tracked so you can see when this was delivered back to us.
How long do you take to process returns?
All Refunds will be processed within 14 working days of us receiving your item. We cannot give updates on this.
What if I’ve received a damaged or incorrect item?
We are sorry to hear this, please email us at firstname.lastname@example.org within 2 days of receiving it. Faulty items are eligible for a full refund.
Why are items on PRE ORDER?
Items that are sold out automatically go on pre order, this means that you are still able to order it even if its sold out. It just takes a little longer to arrive (up to 10-15 Days)
How long do Pre Order Items take to arrive?
For UK Customers: If you are ordering a 'Pre Order' Item this can take up to 10-15 days working days to arrive. Sometimes this will arrive before the 10-15 working days, Please note working days do not include weekends or bank holidays.
What if I have ordered an item in stock & a pre order item?
If you have ordered an item in stock & a pre order item, these will be shipped together when the pre order item has arrived. if you would like the in stock item to be sent before the pre order item arrives, please message us.
I've ordered a pre order item but I need it for a certain date.
If you would like it before a certain date, please put your date in the note section at the checkout and we will try our best to get this to you on time. As long as this is a reasonable date between the 10-15 day period then it should get to you on time.
How long does Pre Order Take if I am an international customer?
'Pre Order' Items take up to 10-15 working to arrive to us and then will be shipped to your country so please add the 10-15 days to your shipping time. For Example, Delivery to France takes 5-7 days plus the Pre order 10-15 days so a total of 15-22 days to arrive.
Placing An Order
Can I cancel an order?
We are unable to cancel any orders. If you wish to return your items please return in accordance with our Return policy.
What if I’ve made a mistake with my order?
If you have made a mistake with your order, such as input the wrong delivery address or ordered the wrong size. Please contact us within 1 hour of placing your order.
Do you offer discount codes?
We release discounts codes every so often. Please sign up to our mailing list to be the first to receive them.
Where do I enter the discount code?
Just enter the Code at checkout in the ‘Promo Code’ Box. Only once discount code can be used at a time. Discount codes cannot be used on sale items.
How do I know what size to order?
Each Item has a size guide to advise you on what size to order.
Are all your sizes the same?
No each item has a different size guide. Please check each items size guide as some come up small, big or are true to size. Please also check what size the model is wearing.
What is Store Credit?
Store credit will be offered if your return has been denied e.g. if you have returned something past the return date or returned something that's non returnable (at our discretion only)
Store credit is the value of the item you returned ( minus the shipping cost) it can be used on all items and doesn't have an expiry date. Store credit cannot be used with any other discount codes and it cannot be used to pay for delivery.
How do I use Store Credit?
Store Credit can only be used on our website. Just enter the code in the ‘Promo Code’ box at checkout
Who can use my store credit?
Store credit can only be used by the person who it was offered to and only you have access to this code.
If you have transferred your code to someone else to use, the store credit code will become invalid for you to use as it can only be used once ( this is to prevent repeated use of the code)
How can I contact you?
For More information, please read our Terms & conditions
When will my parcel be sent?
All parcels ordered between the 10/07/2020-17/07/2020 will be sent on the 20/07/2020