FREQUENTLY ASKED QUESTIONS
GENERAL QUESTIONS
Q1: How do I place an order?
Simply view the item you wish to purchase, select an appropriate color and size (if applicable) and click the 'Add To Cart' button. Follow the instructions and choose to check out as a guest or register an account. Registered customers need to log in to their account and follow the same process. Please note that in order to purchase from us, you will need to pay by credit/debit card, Apple Pay, Google Pay, After Pay, Gift Card, Bank Transfer or with Cryptocurrency.
Q2: Can I contact you by phone?
Contacting us via our Contact Us page enables us to respond to your queries quickly and efficiently; however, if you would like to speak to someone directly then you can contact us by phone on +44 (0) 203 745 1019 or chat to us on WhatsApp +44(0)74210 40041.
Q3: How can I change my registered email address and/or password?
When you log in to your account, there is the option to edit your account information, including your email address and password.
Q4: Do you offer wholesale?
Yes we do, all wholesale enquiries should be made through our Contact Us page.
Q5: Are your products manufactured ethically?
As a multi-brand retailer/wholesaler, we take ethically source products very seriously. We look to work with brands and manufacturers who ethically uphold human rights, child labour, decent working conditions, health and safety with good business practices.
DELIVERY QUESTIONS
Q6: When will my order be dispatched?
All orders placed before 12noon will dispatch on the same working day. Any orders placed after 12noon will dispatch on the next working day. Customized orders will be dispatched based on the specified delivery ETA. Orders, including next day delivery, placed after 1pm on a Friday and during the weekend or on a Bank Holidays will be dispatched on the following working day.
Q7: How long will it take for my order to be delivered?
The expected delivery time for Free & standard delivery being shipped to a UK address is 2/3 working days. Orders within the UK with next day delivery should arrive on the next working day between 9am and 7pm. The shipping time for orders outside of the UK will vary depending on the location.
Q8: What will happen if I’m not in when you deliver my parcel?
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.
Q9: Can I pick up my order directly from your office or warehouse?
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.
Q10: Can you leave the delivery at an agreed safe place?
Unfortunately, the delivery can only be made to the address that was supplied when the order was made and requires a signature on receipt. Couriers like Royal Mail may deliver your order to a neighbour and leave you a card informing you where the order has been delivered to for you to collect from.
Q11: Can someone else sign for my delivery?
Yes, anyone at the specified address can sign for the goods.
Q12: Do you deliver to P.O. Box addresses?
No, we do not delivery to any form of Post Office Box.
Q13: As a non-UK resident, do I have pay import charges?
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.
Q14: What do Brexit change's mean for orders being delivered to the EU?
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. As VAT is no longer being charged, please note that relevant local taxes, customs and import duties may be applicable to your order by your local customs office.
PRODUCT QUESTIONS
Q15: Can you provide further information about a product?
We try to include as much information as possible on each product page; however, if you require further details then you can contact us via our Contact Us page, call us on +44 (0) 203 745 1019 or chat to us on WhatsApp +44(0)74210 40041 (Recommended for fast reply).
Q16: Where can I find products that are no longer available on your website?
If a product is no longer available on our website, it probably means that it out of stock. Please contact us to check when it will be back in stock, or sign up to our "notify me when back in stock alert" which can be found on the product page.
Q17: The product I ordered is now reduced so can you refund me the difference?
Unfortunately, we cannot advise you in advance of any price reductions or reimburse you the difference once you have placed an order.
Q18: How do I know whether a particular product will fit me?
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, please refer to our Terms & Conditions for more information.
ORDER QUESTIONS
Q19: How long will it take for my order to be delivered?
The expected delivery time for Free & standard delivery being shipped to a UK address is 2/3 working days. Orders within the UK with next day delivery should arrive on the next working day between 9am and 7pm. The shipping time for orders outside of the UK will vary depending on the location.
Q20: What will happen if I’m not in when you deliver my parcel?
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.
Q21: Can I pick up my order directly from your office or warehouse?
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.
Q22: Can you leave the delivery at an agreed safe place?
Unfortunately, the delivery can only be made to the address that was supplied when the order was made and requires a signature on receipt. Couriers like Royal Mail may deliver your order to a neighbour and leave you a card informing you where the order has been delivered to for you to collect from.
Q23: Can someone else sign for my delivery?
Yes, anyone at the specified address can sign for the goods.
Q24: Do you deliver to P.O. Box addresses?
No, we do not delivery to any form of Post Office Box.
Q25: As a non-UK resident, do I have pay import charges?
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.
Q26: What do Brexit change's mean for orders being delivered to the EU?
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. As VAT is no longer being charged, please note that relevant local taxes, customs and import duties may be applicable to your order by your local customs office.
Q27: When is my payment processed?
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 or phone. 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.
Q28: What do I have to do if I have been refunded the wrong amount?
Regrettably, we are only human and on occasions mistakes do happen, so if you think you have been refunded the wrong amount then please contact us through our Contact Us page or call us on +44 (0) 203 745 1019; better yet chat to us on WhatsApp +44(0)74210 40041 (Recommended for fast reply). Make sure to have your order number and the required refund amount ready, so our representatives can address the issue quickly.
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