Helping to put your mind at ease and providing you with a confident start to shopping online with us, we’ve put together some of our top FAQs.
Of course, if we’ve missed anything or if you would like to ask a question in person, please contact us, we’re only too happy to help.
We hope you love your piece as much as we do, although if you are unhappy you can return/exchange your piece within 14 days.
A return request is to be sent within 14 days to email@example.com.
Items are to be returned in original packaging and in resalable condition – if the piece is returned faulty, damaged or unsellable upon inspection then the refund could risk being denied.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to us.
To return your product, you should mail your product to us.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
As soon as your item has been released and is ready to be shipped, you’ll receive an email with the estimated delivery date.
Pre-order items require full payment at checkout.
You might be able to cancel your item before we prepare your order. Just call Customer Service and one of our Stylists will be more than happy to assist you – 0191 340 7276.
You might be able to change your shipping address before we prepare your order. Just call Customer Service and one of our Stylists will be more than happy to assist you – 0191 340 7276.
Yes, just make sure items meet the conditions of our Returns Policy.
No, they will be delivered separately according to the expected release date.
There may be order limits on some pre-order items. This is so everyone has a chance to get the pieces they love.
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