MY PAYMENT HAS BEEN ACCEPTED. DOES THAT MEAN MY ITEMS ARE SECURED?
Generally, when purchasing goods online throughout the year as soon as you have paid for the items this means we have accepted the order and it has been confirmed that your order is there. However, during sale periods due to the huge influx of orders and the volume of people shopping online at the same time the website can sometimes process multiple payments within milliseconds of each other which means stock can sometimes oversell.
In the unfortunate circumstance that this happens, we will be in contact within 7 days of you placing your order to try and resolve the case for you.
MY ORDER HAS BEEN PLACED, MONEY DEPOSITED BUT I HAVEN'T HEARD ANYTHING SINCE.
Once your order has been placed you will receive a confirmation email to say that the order has been placed and you have paid for the items. The next time you will then be updated is when your item has been officially confirmed, picked, packed and is ready for dispatch.
If you have waited over 7 days since your order and haven't had any more correspondence this could mean we have not go to picking your order yet. We aim to dispatch all orders during a sale period as quickly as possible, however due to the influx of orders there can sometimes be a delay on your goods being dispatched.
HOW LONG DOES IT TAKE FOR MY ORDER TO ARRIVE?
During a sale period we average on around 2-3 months worth of orders within a 24 hour period meaning there is always a longer wait on items being dispatched. For UK orders you should expect your items to arrive within 5-10 working days. This can also be disrupted due to postal services opening and closing times during Christmas.
HOW DO I TRACK MY ORDER?
We will supply you with all the relevant tracking information as soon as your product has been dispatched from us. You will receive this information via email. You can then run the tracking information through Royal Mail Track & Trace using the code given to you. This will give you step by step information on your delivery.
HOW DO I CONTACT YOU DURING SALE PERIODS?
During sale times our phone line is disconnected, this is because it is impossible for us to answer calls all day and be away from serving customers, picking order and packing ready for dispatch.
During sale events we will only contact customers using the dedicated email address or social media.
YOU HAVEN'T REPLIED TO MY MESSAGE VIA EMAIL OR SOCIAL MEDIA.
During sale periods we are incredibly busy, this means we can sometimes have a backlog of around 500-1000 messages and emails that are worked through continuously throughout the day.
We will work as quickly as possible to reply to ALL messages however, we will place a priority on messages that urgently requiring attention.
DO YOU ACCEPT RETURNS DURING SALE PERIODS AND HOW DO I RETURN GOODS?
Yes, we accept returns and exchanges on all items you have purchased from us so long as the tags are still attached and the items are still brand new/unworn.
When you receive your order there will be a returns form within your package. That will give you all the relevant information inside on how to return your goods.
HOW LONG DOES IT TAKE TO PROCESS MY REFUND?
A refund is completely dependant on the payment method and the server you have paid with. If you have paid through Paypal you should expect the money to be refunded into your account as soon as it is processed. If you have paid with a card this can take between 3-10 days for the money to be debited back into your account.
YOU HAVE RECEIVED AN INCORRECT/FAULTY ITEM.
In the unfortunate circumstance you have received a faulty or incorrect order we would advise you to contact us via email stating your order number and the issue you have had. We will then contact you to resolve this issue as quickly possible.
THE 'FREE' GIFT HAS NOT ARRIVED WITH YOUR ORDER.
Free gifts are sent with all order's over £99, this is solely on a 'While stocks last' period. If you do not receive a free gift this is because we have ran out of stock of these items.