Help & Support

I have received a faulty item

We want to sort out any issues with faulty items straightaway.

As soon as you discover a fault, please contact our Customer Care team with:

The order number
The faulty item's name and number
A description of the fault.

We'll get back to you usually within 24 hours and send you a replacement item as quickly as we can.

If your order is wrong or faulty

We want to sort out any issues with incorrect or faulty items straightaway.

Please contact our Customer Care team with the order number and the incorrect or faulty item's name and number.

We'll get back to you usually within 24 hours. If we sent the wrong item, we’ll send the right item out to you usually within 1 working day and give you 10% off your next order.

An item is missing from my order

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
If an item is missing, please contact our Customer Care team with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

I haven't received my order

Please allow seven days for UK deliveries and 14 days for International deliveries. After this period please check at your local sorting office. If it is not at your sorting office and still not delivered after two weeks (or 28 days international ) please contact us for assistance. We are always here to help.

The item I want is out of stock, will you be getting more stock?

If you purchase the last item that we have in stock then it will subsequently show as out of stock – we will still be able to fulfill your order.

We are currently unable to provide a facility to let you know if or when an item is due back in stock. As we like to offer you new and exciting products regularly we don't tend to restock a lot of our items again.

We are always looking at improving your shopping experience so if this changes, we'll let you know.

You could also look for something similar? All you need to do is type a description or trend into the search box on our website.

Our New In section includes all our latest items, so it's always worth a look!

Size guides/care instructions - Which size should I buy?

We never want to send you something that doesn't fit properly so we have size guides available on all our product pages.

Just click on the 'Size Guide' button on each product page or check out our women's size guides for measurements, fitting tips, washing tips - everything to make sure it fits perfectly and stays looking great.

CARE GUIDE

Do
Always read the care label and washing instructions before washing your clothes.
Arrange your laundry into groups with similar wash care instructions and organise into whites, darks and colours.
The care label washing temperature is the highest permitted temperature. But if you are unsure, always wash at a lower temperature rather than higher.
Rinse swimwear immediately after use and do not wring.
Turn garment inside out before washing.

Don't
Avoid using too much detergent.
Do not use fabric detergents which contain bleach.
Do not tumble dry garment unless indicated on the care label.
Do not iron prints, trims or embellishments.
Do not leave garments with white and contrast coloured panels soaking for prolonged periods.
Garments with metal trims should not be left to soak.

We're unable to tell you which size to buy, however we aim to list items as accurately as possible stating tag sizes, UK conversions and full measurements where applicable, giving you the opportunity to choose the most suitable size. We do recommend that you use the measurements as your guide for buying rather than just the tag size, as tag sizes can vary from brand to brand.

What's your best price?

The price you see is our best price. We already offer competitive prices and we offer FREE UK STANRARD postage and subsidised low International postage. As such we are unable to offer further discounts on items.

Have you got a catalogue?

We don't have a catalogue. With hundreds of items added every week, it would be impossible to keep up if we did.

Instead we put all our energy into providing you with a website where you can shop 24 hours, 7 days a week, where we can show you what the clothes look like both in pictures and catwalk videos. ( coming soon )

Worried about buying online? Rest assured we invest time and money to make sure we have the systems and software that protect you and your purchases.

Do you sell wholesale?

We are unable to currently sell wholesale but it's something we're looking to do in the very near future.

Will you provide me with suppliers details?

Our suppliers are very specific about who they choose to work with so we are not in a position to give out their details.

If your order is late

If your order hasn’t arrived by the estimated delivery date on your order confirmation email:

Check we have the correct delivery address for your order and your contact details are up to date by signing in to your account.
Check with Royal Mails Track & Trace Facility to see if an attempted delivery card was left. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange re-delivery.
Check with your neighbours to see if they have accepted the parcel for you.
Looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.

If you still can't find your parcel, Contact Us and quote your order number.

We'll look into it for you and if your parcel can’t be found we’ll arrange a replacement or refund for you and offer you 10% off your next order with us.

UK Postage items are sent using Royal Mail Second Class delivery, which usually takes around 3-5 working days.

UK First Class Recorded Delivery items usually arrive within 1-2 working days. Recorded delivery items will require a signature upon delivery.

UK Special Delivery items should arrive the next day* before 1pm. (*On orders placed before 12pm, Monday - Friday, excluding Bank Holidays)

International Deliveries: Usually arrive within 5-7 working days, however please allow to 28 days for customs delays.

What happens if I'm not in when my order arrives?

UK Customers

Someone needs to be in when your parcel is due to be delivered as we may need a signature. Don’t worry if you aren’t as our carrier usually tries to deliver more than once.

Alternatively they will leave a card confirming they have either left it with a neighbour, left it in a safe place, when they will try to redeliver or give you details on how to collect it.

International Customers

If you are not in when your parcel arrives, the carrier will leave a calling card telling you to collect it from your local sorting offiice.

All orders are sent using recorded services which require a signature on delivery. If you are not available to sign for your parcel, you will be left a calling card telling you how you can collect it from your local sorting office or arrange a redelivery. If you are not left a card, and still have not received your item within 14 days, you can call Royal Mail on 08457 740 740 to arrange re-delivery.

Do you deliver to work addresses?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person. Is your place of employment at a PO Boxaddress?

Do you deliver to PO BOX addresses?

We are able to deliver to PO Box addresses for those customers who have selected ‘Standard Delivery only’ in the following countries:

US
Australia
Cyprus
United Arab Emirates

Outside of these countries, we can deliver to your permanent residential address or your place of employment. If you choose to have your order delivered to you at work, please ensure that there will be someone available to take receipt of the goods.

Do you deliver to BFPO?

Currently we do not offer a delivery service to BFPO addresses.

Will I be charged customs and import charges?

We are a UK based company and ship worldwide to countries where custom charges may apply.

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this also applies to retail & wholesale customers).

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customspolicies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by unexpected charges.

Do you deliver on Sunday & Bank Holidays ?

Unfortunately we cannot deliver on bank holidays or Sunday. In this instance please expect your delivery on the next working day.

Can I collect my item from your shop?

Yes you are more than welcome to collect your item from our Retail Shop in Dover, Kent UK, by selecting our Click & Collect service and please take a note of your reference number which is sent via your email address and simply bring that along on pick up.

How are your items packed?

We take great care when packing items. Parcels are plain (usually grey mailing bags). Items are sent in their factory packaging and/or wrapped in tissue paper. All items are checked before despatch.

I'm a UK customer. How do I return something to you?

We want to give you a hassle-free way to return anything, so you can return any item to us within 14 days of receiving your original order, excluding sale items.

Want to return something? No problem, all we ask is that you make sure we know the order number your return relates to, your details and whether you want a refund or to change it for another size or colour. We can’t do this without these details, so make sure the returns form is filled out and placed in your returns parcel.

If you'd like to return your item for an exchange of its size or colour, we'll send your replacement to the default delivery address on your account usually within five working days.

To be approved for a refund items must be in their original unworn condition, which includes all tags and packaging such as clear display bags and shoe boxes. Worn and damaged items will be returned to sender, at sender's cost, without exception. Refunds do not cover postage costs*

How do I cancel my order under the Distance Selling Regulations?

The UK Distance Selling Regulations advise you have seven working days to cancel the contract for your order with us and we will issue you with a full refund.
Customers are advised that the return of orders are at buyers cost and refunds will not cover postage costs.
The seven working days starts from the day after you receive your order.
We need written confirmation of cancellation from you ( email is fine ) , so you'll need to contact us quoting your order number.
If you have already received your order, you will need to return all of the items in the order.
The items must be in their original condition and will be inspected once we have received them.
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.
If we do not receive the cancelled order back, we may arrange to have them collected at your cost.

Questions?

QUESTIONS?

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