TOP 5 FREQUENTLY ASKED QUESTIONS

Where is my order?

Your order could be in a couple of places: our warehouse, awaiting dispatch, with the courier on its way, or delivered. Got a dispatch email? Good news, it’s on its way. You can track your order using your order number here. If you haven’t got your dispatch email (don’t forget to check those junk folders) your order is waiting to leave us. Once you have the dispatch email you can track it via the link in the email.

Why is my order late?

Double check the delivery option you selected to confirm the day it should arrive. You can check delivery timescales here. If it’s after 9pm on the expected delivery date then it’s late. Your delivery date has to have passed for us to be able to investigate the whereabouts of your order. If your delivery date has passed, please contact us here and have your order number ready.

Missing item(s) from my order?

There’s a chance that this was missed during the packing process; it could be coming in more than one parcel or it may have gone missing in transit. If your expected delivery date has passed, then please head over to our Contact Us section and we’ll be able to help.

Why was my order cancelled?

If you’ve placed an order and received a cancellation email from us, we’re really sorry. This will usually be because the stock wasn’t in the warehouse when we processed your order. You’ll get a cancellation email and a refund via the original payment method used. The refund may take up to 7 days – this is the banking process and not something we can speed up.

I received a faulty item what do I do?

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

To help us get this fixed for you as soon as possible, when you first contact us please include the following information;

  • Your name
  • Order number
  • Product name and code
  • Picture of the fault
  • Description of the fault

(The product name and code can be found on your order confirmation email).

If you contact us via the Contact us section please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

How do I return?

WE HAVE EXTENDED OUR RETURNS

Good news, we’re up and running as usual. Our returns period is currently extended to 60 days.

UK RETURNS

UK & Ireland returns are FREE using the returns portal

You’ve got 60 days to send something back to us from the day you receive it.

 

  1. Repack your items.
  2. Login to our returns portal.
  3. Select your preferred return option (Print returns label at home or in store options).
  4. Once you have processed your return in the portal you’re ready to post it off! Make sure you keep proof of postage!
  5. Keep an eye on your return tracking. You’ll get an email once we receive your returned item.

 

 

Good to know…

We’ve gone paperless! You’ll no longer receive a delivery note in your parcel.

We can’t offer refunds on pierced jewellery and swimwear if the hygiene seal has been broken.

I don't have the invoice from my parcel, can I return?

We’ve gone paperless! You’ll no longer receive a delivery note in your parcel. Use the returns portal to get your trackable returns label.

Ready to Return? Click here

I am outside of the returns policy, can I return?

You’ve got 60 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.

Ready to Return? Click here

I don't have the original packaging, can I return?

Yes, just pop your items in something non see-through, sealable & waterproof.

Ready to Return? Click here

When will I receive my refund?

A typical refund will take up to 21 days: 14 days to be returned and processed, with up to 7 days for it to make its way through the banking system.

As you are using Royal Mail, the tracking will show it delivered to our nearest distribution centre. It can be up to 7 days from this point for item to be received into the warehouse, where it will be processed and refunded – you’ll receive an email when this has happened. From then it’ll take up to 7 days to show in your bank statement, this is dependent on your banks processing time.

We’ll email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

All returns are quality checked – items should be returned in a new and unused condition with labels attached and, wherever possible, sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

If you’ve waited more than 28 days with no email from us, please get in touch by going to the Contact Us tab on this page.