Frequently Asked Questions
HOW DO I SHOP ONLINE?
It's easy - just select the items you want from this website, choose your preferred color and size, and then add them to your shopping basket. When you have finished shopping, please follow our simple checkout procedure.
WHAT IS YOUR NATIONAL AND INTERNATIONAL RETURNS POLICY?
Do you want to return something? No problem!
- You can return any item for a refund, within 30 days of receiving your original order. If you’d like a refund for your goods but you can’t return them to us for any reason, then a refund for those goods will be at our discretion.
- If you would like a different size or color, please return your unwanted item and place a new order.
- We'll refund the price you paid for your item, including sale items back to your original payment method barely we receive the items back in our warehouse.
- The goods are your responsibility until they reach our warehouse, so make sure they're packed up properly and can't get damaged on the way!
- All goods will be inspected on return. We try hard to accept all returns, and returns to us don't need to be in the original packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
- We're not responsible for any items that are returned to us by mistake.
- You'll be responsible for the cost of returning any items.
- Make sure you use a postal service that insures you for the value of the items you are returning and obtain proof of posting.
CAN I RETURN AN ITEM FOR AN EXCHANGE INSTEAD OF A REFUND?
You can return your item for an exchange within 28 days, as long as the new item has the same product code as the original product you ordered. If you want to exchange for a different color, the price of both colors must be the same as the price at which you bought the original product.
You’ll know if the new item has the same product code as your original item because the size or color will be available in the drop-down menu on the product page for the original item you ordered.
If the item is out of stock in the size or color you have opted for, then a refund will be processed instead.
If you want a different item, the item you want is sold under a different product code, or the item you want is a different price to the price at which you bought the original product, then you'll need to return the unwanted item for a refund and place a new order.
We'll send you an email to let you know once we've received your return with the details of any refunds and exchanged items. If an item is out of stock we’ll let you know we couldn’t exchange it and issue a refund instead. If an exchange is available, we’ll drop you another email once your new item has left our warehouse.
CAN I RETURN MORE THAN ONE ORDER IN THE SAME PARCEL?
If you need to return items to us from different orders then you can send them back to us in one parcel. Just fill in the details including the order number and items you are returning to us so our Returns Team can deal with your return as quickly as possible.
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 contact our Customer Care Team and we’ll try and sort it out for you as soon as possible.
The following may affect the amount you have been refunded:
- The delivery charge, which is only refunded for canceled orders under the Distance Selling Regulations or if the goods are faulty.
- Any discounts that were applied at the time of sale, which may not now be applicable.
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, or if your order has been canceled under the Consumer Contracts Regulations.
I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED OR REPLACED
- We are really sorry if we made a mistake. If you asked for a replacement and got a refund instead, it’s probably because we couldn’t change the item for the one you wanted.
- In this instance, we issue you with a refund so you have the choice to buy what you want instead.
- If you wanted a refund and we sent you a replacement item, please contact our Customer Care Team so we can sort it out for you.
- If you've returned items from different orders in the same parcel and haven't been refunded for all items, please allow 72 hours for all items to be processed.
I RECEIVED A NOTIFICATION SAYING THAT MY PACKAGE WAS RETURNED TO THE SENDER?
If you receive this notification, it's due to one of these points:
- You provided a wrong address and the courier company couldn't find your house or residential address. If is this is the case, you'll need to pick up the package at the local courier company.
- You didn't pick up the package at the local courier company.
If the package was returned to us and you still need the products, you'll need to pay this time for the shipping. In case, you don't want the products to be delivered and want a refund, we'll process a partial refund taking in consideration the shipping cost, the courier company penalty cost and warehousing fees for returning the goods.
In case you received the products, didn't like them and want to return them, you'll need to pay for shipping back the products and we must charge warehousing fees and returning fees on the returned goods, after that a refund will be issued.