Q: How do I place an order?
A: Simply view the item you wish to purchase, select an appropriate size (if applicable) and click the ADD TO BASKET button. Follow the instructions and choose to checkout as a guest or register an account. Please note that in order to purchase from us you will need to pay by credit/debit card, PayPal, Laybuy, Apple Pay, Google Pay, Ali Pay, We Pay or through Crypto via Utrust.
Q: Can I contact you by phone?
A: Contacting us via email at firstname.lastname@example.org enables us to respond to your queries more quickly and efficiently; however, if you would like to speak to someone directly then you can contact us by phone on 020 8221 1611.
Q: How can I change my registered email address and/or password?
A: When you log in to your account there is the option to edit your account information, including your email address and password.
Q: Do you offer wholesale?
A: Yes we do. All wholesale enquiries should be made to email@example.com.
Q: Do your prices include VAT?
A: All product prices shown on our website include VAT at the current rate of 20%. This charge is deducted for customers outside of the UK.
Q: Are your products manufactured ethically?
A: We recognise that there are responsibilities that any business should uphold and we ensure that all of our suppliers are fully certified and never use sweatshops or any form of child labour.
Q: When will my order be dispatched?
A: Our warehouse dispatches all orders placed before 1pm on the same working day. Any orders placed after 1pm will dispatched on the next working day. Orders, including next day delivery, placed after 1pm on a Friday and during the weekend will be dispatched on the following Monday, excluding Bank Holidays.
Q: How long will it take for my order to be delivered?
A: The expected delivery time for a standard order being shipped to a UK address is 2 working days. Orders within the UK with next day delivery should arrive on the next working day between 9am and 5pm. The shipping time for orders outside of the UK will vary depending on the location.
Q: What will happen if I’m not in when you deliver my parcel?
A: The carrier will leave a card informing you that the delivery has been attempted. On this card will be instructions as to how to obtain your parcel.
Q: Can I pick up my order directly from your office or warehouse?
A: We do not keep any stock at our office and orders are dispatched from our warehouse. Unfortunately it is not possible to pick up your purchase directly.
Q: Can you leave the delivery at an agreed hiding place?
A: Unfortunately, the delivery can only be made to the address that was supplied when the order was made and requires a signature on receipt.
Q: Can someone else sign for my delivery?
A: Yes, anyone at the specified address can sign for the goods.
Q: Do you deliver to P.O. Box addresses?
A: No, we do not delivery to any form of Post Office Box.
Q: As a non-UK resident, do I have pay import charges?
A: Any customs or import duties are levied once the package reaches its destination country. Customs charges vary widely from country to country and we have no control over them and cannot estimate how much they will be. The charges must be paid by the recipient and we recommend that you contact your local customs office if you require further information.
Q: What do Brexit changes mean for orders being delivered to the EU?
A: Following Brexit any purchases delivered in the EU will no longer be charged VAT. The prices on our website show a price inclusive of VAT and this discount is only calculated once you get to the checkout stage. If you want to know the price you will pay before checkout, then divide the price shown on the product page by 1.2 and this will give you the price after VAT has been deducted. As VAT is no longer being charged please note that relevant local taxes and duties may be applicable to your order.
Q: Can you provide further information about a product?
A: We try to include as much information as possible on each product page; however, if you require further details then you can either email us at firstname.lastname@example.org or call us on +44 (0)20 8221 1611.
Q: Where can I find products that are no longer available on your website?
A: If a product is no longer available on our website it probably means that it has now sold out. There are rare occasions when we may receive items back from stores or customers in which instance they will become available on our affiliated eBay outlet store. Alternatively, you can try one of our official stockists that are located in all major territories globally..
Q: The product I ordered is now reduced so can you refund me the difference?
A: Unfortunately, we cannot advise you in advance of any price reductions or reimburse you the difference once you have placed an order.
Q: How do I know whether a particular product will fit me?
A: You will find sizing information on each product page with measurements listed for all available sizes. If you make a purchase and you’re not happy with the sizing then you can return the item and we will happily exchange it for another or provide you with a refund if it is not a sale item.
Q: Which forms of payment do you accept?
A: We accept all major debit and credit cards, including American Express, in addition to payments made via PayPal, Apple Pay, Google Pay, Laybuy, Discover, Ali Pay, We Pay and Crypto via Utrust.
Q: Can I change or cancel my order after it has been confirmed?
A: Whether you can change or cancel your order or not depends on its status. If you log in to your account and the order is still showing as ‘Processing’ then it may not yet have been picked and dispatched. In these instances we recommend that you call us on +44 (0)20 8221 1611. In cases where the order has already been dispatched you can return the items for either an exchange or a refund.
Q: How can I change the delivery address of my order?
A: When you log in to your account there is the option to edit your existing address details or add a new address. If you have already placed your order then please call us on +44 (0)20 8221 1611 and, if the order has not yet been dispatched, we can amend the delivery address.
Q: How do I return an item for an exchange or refund?
A: Please refer to our returns page.
Q: How long with it take to process my exchange or refund?
A: We endeavour to process all exchanges and refunds within 48 hours of receipt. Please note that in some instances this can take up to 7 days depending on the nature and timing of the request.
Q: Do I have to pay for return postage?
A: We do not cover the cost of items that are returned for an exchange or refund. Please note that the item being returned is your responsibility until it reaches us and we recommend that you send the parcel using a tracked delivery service that insures you for the value of your goods.
Q: Do you refund the delivery charge for returned items?
A: We will only refund the delivery charge for returned items where the item has a defect or where the incorrect item was sent. In all other instances the delivery charge is non-refundable.
Q: Why haven’t you replied to my query?
A: Our policy is to respond to all customers enquiries within one working day. If you have not received a reply it could be due to your email client having filtered it as spam or, if your mailbox is full, rejecting it. If you have not received a reply within 2 working days then please contact us, providing your name, email address, order number (if applicable) and original query, on +44 (0)20 8221 1611.
Q: When is my payment processed?
A: After your order has been submitted our systems immediately contact your bank or card issuer for authorisation to take payment from your account. If authorised, you will receive an email within a few minutes confirming your order and payment will be taken shortly after. If there is an issue with your order then we will contact you by email. In the event that we are unable to resolve the issue and dispatch your order we will issue a full refund. Please note that some banks may still reserve your funds for a given period of time.
Q: What do I have to do if I have been refunded the wrong amount?
A: Regrettably mistakes can happen so if you think you have been refunded the wrong amount then please contact us on +44 (0)20 8221 1611 or email@example.com with your order number and the required refund amount.
Q: Are my personal and card details processed securely?
A: When you make a purchase with us, both your personal and card details are processed using the industry standard Secure Sockets Layer (SSL) technology. This encrypts your data and ensures that nobody can read the information being sent between your computer and our website. When you enter the SSL enabled area of the website you will see a padlock at the bottom of your web browser and this means that the information you enter is protected.
Q: What is Verified by Visa and MasterCard SecureCode?
A: Verified by Visa and MasterCard SecureCode are services for Visa and MasterCard cardholders which provide a more secure shopping experience. The system requires the cardholder to provide a personal password when paying with their card online in much the same way as they would provide a PIN when making purchases on the High Street. For more information, please visit the Verified by Visa and MasterCard SecureCode web pages.