Frequently Asked Questions

Here you will find the answers to the most frequently asked questions. If you cannot find the answer to your question, please contact us.

Orders

How do I place an order?
Browse our website and when you find something you like, select your size and colour (if applicable) and click ‘Add to Bag’. You can then either continue shopping or go to the checkout to complete your order.

How will I know if you have received my order?
Once you have completed the checkout process, you will receive an order confirmation email from us. If you do not receive this within 24 hours, please get in touch with us.

Can I change my order?
We start processing orders immediately to get them to you as soon as possible. Therefore, we are unable to change orders once they have been placed. If you would like to change something, you would need to cancel your order and place a new one, providing the cancellation is successful. Please see our cancellation policy in our Terms & Conditions.

Can I cancel my order?
You can cancel your order any time before it is dispatched, or within 14 days of receiving your goods for a full refund. Please contact us and we will guide you through the process. For full details, please refer to our Terms & Conditions.

Do you have a sale?
We occasionally have sales throughout the year. The best way to find out is to register for an online account and/or sign up to our newsletter. You can also keep an eye on our Sale category online.

Why has my payment been declined?
There are a number of reasons why your payment may have been declined. Please check that you have entered your card details correctly, that your card is still in date and that you have sufficient funds in your account. If you are still having problems, please contact your card issuer. We are unable to take payment over the phone.

Delivery

How much is delivery?
Our delivery charges are clearly shown during the checkout process before you confirm your order. We offer a range of delivery options to suit your needs.

When will my order arrive?
We aim to dispatch all orders within 2-3 working days. You will receive a dispatch confirmation email with tracking information once your order leaves us. Delivery times will then depend on the service you selected at checkout.

Can I deliver to a different address?
Yes, you can. You can enter a different delivery address during the checkout process. We recommend using an address where someone will be available to accept the delivery, such as your work address.

My order hasn’t arrived, what should I do?
Please use the tracking information provided in your dispatch email to check the status of your delivery. If you are still having problems, please contact us and we will investigate this for you.

Returns & Refunds

What is your returns policy?
We offer a 30-day money-back guarantee on all full-price items. All we ask is that the items are returned to us in their original, unworn condition, with all tags attached. Sale items must be returned within 14 days of receipt. For full details, please see our Returns Policy.

How do I return an item?
The easiest way to return an item is by using our online returns process. Please log into your account, select the order and the item(s) you wish to return, and follow the instructions. You will be responsible for the cost of the return postage unless the item is faulty.

How long will it take to process my return?
Once we receive your return, we aim to process it and issue your refund within 14 working days. The refund will be issued back to the original payment method used for the order.

My item is faulty, what should I do?
We are sorry to hear this. Please contact our customer service team and we will be happy to help you. You can return faulty items for a full refund, even if they are from the sale.

Products

How do I find out what size I am?
We provide a detailed size guide for each product. You can find a link to this size chart on each product page. We recommend you use this as a guide to find your perfect fit.

How do I care for my garment?
All care instructions can be found on the care label inside your garment. We recommend you always follow these instructions to keep your item looking its best.

My item is out of stock, will you be getting more in?
If an item is out of stock, you can register your email address to be notified when it is back in. Unfortunately, we cannot guarantee if or when out-of-stock items will be restocked.

My item is on backorder, what does this mean?
A backorder means the item is temporarily out of stock but is on order from our supplier. You can still purchase the item and we will dispatch it as soon as it arrives with us.

Website & Technical

How do I create an online account?
You can create an account during the checkout process or by visiting the ‘My Account’ section of our website. Having an account allows you to track your orders and save your details for faster checkout.

I have forgotten my password, what should I do?
Click on the ‘Forgotten your password?’ link on the login page. Enter your email address and we will send you a link to reset your password.

How do I unsubscribe from your mailing list?
You can unsubscribe from our marketing emails at any time by clicking the ‘unsubscribe’ link at the bottom of any newsletter. Alternatively, you can contact us and we will process your request.

Is your website secure?
Yes. We use SSL encryption technology to ensure that all your personal and payment details are kept safe and secure at all times.

Do you have a mobile app?
Not currently, but our website is fully optimised for use on mobile and tablet devices.