FAQs
- Payments & promotions
Our website uses SSL and other encryption protocols to ensure customer & transaction safety, so hackers won’t be able to identify your data. Hence, our website is fully secure!
When checking out, you’ll see an option to apply a coupon code. Enter your coupon code in the field and click “Apply coupon” to avail the discount.
As soon as we verify your payment into our accounts, we’ll begin processing your order.
- Returns & refunds
You can return your items via the returns portal, by clicking the link below; it’s fast, trackable & cost effective.
You’ll need to cover the cost of postage for your return; you have 28 days, from the day you receive it, to send something back.
Please use the address label provided via the portal, any handwritten address labels will cause delays with your refund and may mean you need to pay import VAT and a customs duty charge.
Good to know…
Returns via the portal are fully tracked. You don’t need to remember to keep your proof of postage – it’s all digital!
For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached. This does not affect your statutory rights.
If you’ve received an item that’s not in perfect condition please head over to our Contact Us section so we can get this fixed for you.
Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.
Using your own method of return, refunds will only be processed once the items have arrived to our warehouse. If your items don’t make it back to us, you’ll need to open a dispute with the carrier. You may be liable for import VAT (normally applied to goods over £15) and pay a custom duty charge (if your order value is over £135)
We’ve gone paperless! You can generate a returns label from our website, attach it to your parcel and send it back to us.
Ready to start your return?
A typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system.
If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.
We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.
Refunds can show in a few places depending on how your paid.
For some banks and credit cards your refund can show on the same date as the original purchase, sometimes it can also show as the same transaction.
Unfortunately we don’t offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we’ve received your unwanted items.
We don’t refund delivery charge for those countries outside the EEA
How long do I have to return an item?
If you receive an incorrect or faulty item, we will let you know whether you need to return the item to us and if you wish to exercise your legal right to reject the item you must return it to us.
For USA, Canada, Australia and New Zealand customers please return items within 28 days from the date of delivery.
For all other International customers, please return unsuitable items within 28 days of the date you receive the parcel.
Please return unsuitable items in its original packaging. Please note, we cannot offer refunds on cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.
• Items must be unworn and unwashed.
• Pierced jewellery cannot be returned for health and hygiene reasons.
• Underwear and swimwear can only be returned if the hygiene seal has not been removed.
• Beauty products and accessories cannot be returned for hygiene reasons.
• Shoes must be tried on indoors.
• Items must have all tags attached.
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- Orders & Delivery
As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.
Sorry an item’s missing; please double check it’s on your order confirmation, check your emails (including junk/spam) to see if you’ve been sent an email about it going out of stock or your order could be arriving in more than one parcel. If none of these apply and your expected delivery date has passed, then please head over to our Contact Us section within 14 days of your order being delivered and we will sort it for you.
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 ASAP, 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’ form 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.
We will get this fixed for you ASAP just head over to our Contact Us section.
When you message, please include the following information:
- Your name
- Order number
- Product name and code of the item ordered
- Product name and code of the item received
- Picture of the incorrect item and a description of the incorrect item received
You won’t be able to attach an image of the incorrect item just yet but make sure you have one ready for when you receive a reply from us. Please wait until you’ve spoken to our Customer Care team before you return anything to us so we can make sure we get the correct item to you as quickly as possible.
- Products
We are a very fast paced fashion retailer and keeping up with latest trends is our bag. This sometimes means our best selling items can go out of stock and we don’t usually plan on bringing them back in. Why not take a look at our New In section here to see if something catches your eye.
Our customer service team won’t know if a product is coming back in or not.
We will get this fixed for you ASAP just head over to our Contact Us section.
When you message, please include the following information:
- Your name
- Order number
- Product name and code of the item ordered
- Product name and code of the item received
- Picture of the incorrect item and a description of the incorrect item received
You won’t be able to attach an image of the incorrect item just yet but make sure you have one ready for when you receive a reply from us. Please wait until you’ve spoken to our Customer Care team before you return anything to us so we can make sure we get the correct item to you as quickly as possible.
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 ASAP, 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’ form 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.
