Frequently Asked Questions
Q : Where are you located?
A : We are located in London, UK.
Q : Do you ship worldwide?
A : Yes, we ship worldwide.
Q : Do listed prices include customs/duties fees?
A : All prices listed are EXCLUDED of any duties your country may charge. We are not responsible for customs/duties fees.
Q : What is the processing time for orders?
A : All items are dispatched from our warehouse within 2 business days unless noted to allow extra processing time in item description ( ALL items requiring extra processing times are noted in the description area before purchase).
Q : How do I know if my order has been placed successfully?
A : You will get an automatic email saying your order has been processed. Once the order has reached your destination country, you will get another email saying your order has been despatched and we will give you the tracking ID to follow up your shipment.
Q : How long does delivery take?
A : The ETA may differ between products depending on where they're located and the shipping method you've selected. Depending on delivery option domestic orders are delivered within 2-4 business days and International orders are delivered within 2-4 business days. Please note we are not responsible for international delays or fees due to customs.
Items that are out of stock delivery time will be 10 days to two weeks for production and shipping. Any time additional to this you will be contacted by our customer service team.
Q : Can I return my order?
A : If your item has all tags and labels attached, remains unworn, unwashed, unsoiled and is within our 14 day return period please ship it back following the instructions on the returns form. Once we receive your return, we will send you an email to confirm that we’ve received it. If no exception with your return is faced your request will be processed within 2-3 working days.
Refunds for full priced items are issued to your original payment method. Refunds for regular sale items can only be processed through a Gift Certificate to be used on our site. If your order had any shipping costs, these will not be refunded.
To return your order, please use a ‘TRACKED’ Service as we can only refund items which are returned to us. We don't reimburse you for your postage cost back to us.
Sale items are not returnable (for exchange or refund).
Q : Can I exchange my item?
A : Yes, exchanges are accepted. There will be a £5.00 exchange postage fee for domestic and £24.00 exchange postage fee for international orders.
Q : I need help with my order. How can I contact you?
A : For any assistance with an order, please email firstname.lastname@example.org and a customer service representative will gladly help you.
Q : I received a damaged item, what do I do?
A : All items are very thoroughly checked before shipment. In the rare case that you receive a damaged item, please email customer service within 24 hours and they will assist you.
Q : I ordered from outside of the UK and was charged customs?
A : Unfortunately, we are not responsible over and duties or fees your country may charge and are not able to change any foreign country policies.
Q : Something I purchased is now on sale, can I receive a price adjustment?
A : Unfortunately, due to the overall high demand for merchandise and availability issues, we do not currently allow for price adjustments.