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FAQ

Delivery
Returns & Refunds
Order Issues
Product & Stock
Payment, Promos & Gift Vouchers
Technical

Delivery

What is the time frame for delivery?
Can I track the delivery of my order?
Where can I find your international delivery information?
My country isn’t available in the list of shipping locations what can I do?
Can I have my parcel delivered to a different address?
Will there be any import duties or taxes to pay on receipt of my order?
My order status is still 'It's Ordered' when will it be processed?
Where is my order being sent from?
Which carrier should I expect my order to be delivered with?

Returns & Refunds

What is your returns policy?
Can I return an item for an exchange instead of a refund?
Do you refund delivery charges if I return something?
Why has my order been returned to you?
How do I return something to you?

Order Issues

I've received an incorrect item in my order, what do I do?
I'm missing an item from my order, what do I do?
Can I amend my order after I've placed it?
Can I cancel my order after I've placed it?
I've cancelled my order – when will my money be available again?
I've received a faulty item, what should I do?

Product & Stock

How do I know that I’m buying a genuine product?
Will you be getting more stock?
Where can I find your size guide?
How can I find out about your Ethical sourcing policy?
Why am I being recommended items that are out of stock in my size?
Can you recommend any items that I might like?

Payment, Promos & Gift Vouchers

My payment was declined, what should I do?
How do I get a Gift Voucher?
How do I use my Gift Voucher to pay for an order?
I've lost my gift voucher, how can I get a replacement?
Can you tell me about your online security policy?
How can I get an invoice for my order?
How much will the carriage cost be for my order?
What currencies can I use to place an order?
What payment methods do you accept?

Technical

I'm having trouble signing into my account. What should I do?
How can I make changes to my account details?
Do I need to create an account to shop with you?
How do I create an account?
I've forgotten my password, how do I reset it?

Other Useful Information

In case your question isn’t answered here, check out some of our more extensive policy pages below or drop us a line.

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