Frequently Asked Questions
Where is my order?
Track your order. Click on this link and enter your order number to track your parcel.
I'm still waiting for my order...
Our carriers are always doing their best to get your order to you, so make sure you keep an eye on your tracking link for the latest updates.
I've received a faulty item, what should I do?
We’re really sorry if you’ve received a faulty item. Please return the item to us as soon as possible so we can get this sorted for you. Don’t forget to select ‘Faulty’ when asked for a reason for your return. For more information on how to return, click here. If you’re not able to create a return, please get in touch with our Customer Care team and they will gladly help you further. Worn your favorite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full.
I have received an incorrect item in my order, what do I do?
We want to sort out any issues with incorrect items straight away. If one of the items you received is not what you ordered, please send it back to us and we will refund you if it is incorrect. To create your return, simply click here.
I'm missing an item from my order, what do I do?
We are sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:
- We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
- You can also check if your order has been split into more than one parcel. Simply check your emails.
- The item/s you ordered may have been out of stock. It is worth checking your emails (including your junk/spam) to see if we've sent you an email about this.
If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may have been combined and split across multiple parcels. You will be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same. If you have an item missing from your order, please let us know within 48 hours of your order being delivered and we’ll do our best to help you.
Can I cancel my order after I've placed it?
Yes you totally can ! Just contact us and we will arrange to cancel your order if it has not shipped. If it has been shipped, you can choose to return and refund or exchange !
Can I amend my order after I've placed it?
We're really quick at packing your order up ! Your order will in most circumstances dispatch the next day. If you would like to amend your order, simply contact us and we will be happy to !
How can I track my return ?
If you’ve already sent your return back to us, you can track its progress using your tracking number. You’ll find this in the email you received once your return was picked up
If your return is showing as delivered...It can take up to 14 days for your return to reach us and be processed. If your return is showing as delivered back to us and you’ve not had an update, please allow an additional 48 hours for our warehouse to process your return. As soon as your return has been processed, we ‘ll send you an email.
How long does a refund take?
Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 10 working days depending on your payment provider. If your returns haven't reached us after the returns time frame, please get in touch and provide us with your proof of postage so we can help you further.
What happens to my refund if my card is no longer in use?
Your refund will still go back onto the card details used on your order as long as the card account is still open. When a card is lost, stolen or cancelled, we can still refund that card. We cannot refund your order to a different card.
What should I do if my refund is incorrect?
We're really sorry if we've made a mistake with your refund! If this is the case please get in touch with our Customer Care team and we'll try and sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.Before you contact us, there are a couple of things that may affect the amount you have been refunded:
- The delivery charge, which is only refunded if the goods are faulty.
- Any discounts that were applied at the time of sale, which may not now be applicable e.g Spend & Save codes. Check out our Ts&Cs for more info.
Do you refund delivery charges if I return something?
Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect.