CHRISTMAS RETURNS POLICY:
All orders placed on or after November 1st will be eligible for our Christmas Returns Policy. You will have between then and January 31st 2019 to return or exchange unwanted goods. Any items returned after 31st January will not be accepted under the Christmas policy and will be treated as per our standard returns policy.
You can return/exchange any item up to 30 days of receiving your purchase as long as it is returned in its original condition. Please ensure you print, complete and enclose the returns form which can be found on our website. PLEASE NOTE: If the returns form is not enclosed we cannot process your request.
With regards to exchanges:
1. If the returned item is of lesser value than the item you wish to exchange it for, you will receive a full refund for the item returned, and will then simply need to place a new order for the new item.
2. If we do not have your desired size in stock, then we will email you to let you know and you will be refunded.
Items that come with a tag attached cannot be returned if the tag has been removed.
All goods will be inspected upon return.
DO NOT EMAIL US YOUR RETURNS FORM: Please print it off, fill it out and enclose it with your returned items
International Customers: Please do not send your returns to the 'From' address found on the label on your parcel. This is a DHL depot. Instead please use the PO Box address provided on the returns form.
HOW LONG WILL MY ORDER TAKE?
Our standard UK mail delivery service can take between 2-4 working days and our International deliveries can take up to 2-7 working days dependent on location. We aim to send out your products as fast as possible but during busy periods we may not be able to meet these timescales.
Customers should contact us via the 'Contact Us' page within 2 weeks of placing your order if you have not received your delivery within the above given time frames. Any orders placed after 12pm on Fridays will not be shipped until Monday - apologies for any inconvenience caused.
HOW MUCH DOES INTERNATIONAL SHIPPING COST?
You can see a more detailed breakdown of International delivery costs below.
Zone 1: Ireland, Netherlands, Belgium, Luxembourg - £10.13 (2-3 Working Days Transit Time)
Zone 2: France, Germany, Monaco - £11.32 (2-3 Working Days Transit Time)
Zone 3: Denmark, Sweden, Finland, Austria, Italy, Spain, Portugal - £13.48 (2-3 Working Days Transit Time)
Zone 4: Bulgaria, Croatia, Cyprus, Greece, Czech Republic, Estonia, Hungary, Poland - £13.73 (2-4 Working Days Transit Time)
Zone 5: Norway, Iceland, Switzerland, Kosovo, Turkey, Serbia, Israel - £16.48 (2-4 Working Days Transit Time)
Zone 6: United States - £13.09 (2-3 Working Days Transit Time)
Zone 7: Canada, Mexico, Ukraine, Russia - £16.61 (2-4 Working Days Transit Time)
Zone 8: Australia, New Zealand, Japan, South Korea, Hong Kong, India, Bahrain, Qatar, South Africa, South Korea - £19.12 (2-5 Working Days Transit Time)
Zone 9: Jordan, Saudi Arabia, Brunei - £22.32 (2-6 Working Days Transit Time)
Zone 10: Rest Of World - £24.91 (3-7 Working Days Transit Time)
HOW DO YOU SHIP THE ORDERS?
UK Orders: The majority of UK orders will be shipped via Royal Mail's Tracked 48 service. Tracking info will be sent to the mobile number/email address provided upon checkout.
Worldwide Orders: All of our worldwide orders are shipped via DHL Express Worldwide. If you can, please enter both a contact number and email address upon checkout. Tracking updates and delivery options will be sent to the provided contact info.
PLEASE NOTE: Couriers (such as DHL) cannot deliver to PO Box addresses. Please DO NOT use a PO Box as your delivery address as it may result in not only your order being undelivered, it will also incur a fee for it to be shipped out to you again.
DO YOU SHIP TO MY COUNTRY?
Yes, we ship worldwide HOWEVER, there are some rules/regulations for some countries:
Russian Customers: WE CANNOT DELIVER TO YOU unless you supply us with a business address when placing your order. As, within Russia, DHL can deliver to business addresses only. Otherwise, your order will be returned to us and will incur a fee to re-send your order.
PLEASE NOTE: If you refuse your parcel upon arrival, we will simply refund you for your order once we receive it back. Shipping costs will not be refunded.
DO YOU COVER RETURNS COSTS?
No, we do not cover the costs of returning/exchanging items. All returns should be paid for by the customer. We cannot be held accountable for any returns/exchanges lost in transit therefore we advise that they are sent via tracked mail.
WILL MY ORDER HAVE CUSTOMS CHARGES?
Orders being sent outside of the EU may incur some customs charges for importing goods which will NOT be included in the shipping fee. Countries have varying regulations regarding imports, therefore we strongly advise that you research the import regulations in your region before placing an order. We cannot cover these import charges for you.
European Customers: You should NOT incur customs charges by ‘importing’ our goods. If you are charged customs duties/import tax please contact DHL and you should be refunded/exempt of charges.
Indian Customers: All orders sent to India require the receivers KYC documents (Government recognized Identity and Address proof) to be sent to customs in order for the customer to receive their parcel. Import clearance cannot start unless KYC documents and Authorization approvals are received. They can be uploaded here: www.dhlindia-kyc.com
CAN I CHANGE MY ORDER/ADDRESS?
Yes, but we request address changes be done within 12 hours of placing your order otherwise we cannot guarantee it will be amended before orders are dispatched.
CAN I ONLY BUY SOMETHING IF I HAVE A PAYPAL ACCOUNT?
Not at all, you can checkout using a Debit/Credit card or alternatively, you can now check out using Apple Pay too!
DO YOU SEND DISPATCH EMAILS?
Yes, you should receive a dispatch email to the email address provided to us at checkout. Once your order has been received, we’ll do our very best to get it shipped out to you as soon as possible.
DO YOU SHIP ORDERS IN BRANDED PACKAGING?
Having our logo on our mailing bags helps us not only stand out as a brand but advertise as a business. If you'd like us to ship your order in non-branded packaging please ensure you notify us via email/contact page as soon as you've placed your order (please include full name and order number).
WHY WAS MY ORDER REFUNDED?
Orders can and will be refunded if they are flagged by our system as being possibly fraudulent orders. The most common reason is that customers place an order using a proxy internet connection. Any orders placed using a proxy internet connection will automatically be flagged and refunded.
Please do not use PayPal eCheck when paying for your order. This means your order payment will be set to 'pending' and we will be unable to fulfill your order until the payment has completed. This can take weeks which is why we will be refunding all orders that are set to pending.
WHY DID I NOT GET FREE SHIPPING EVEN THOUGH I SPENT THE REQUIRED AMOUNT?
If your cart total is equal to or over the amount needed to qualify for free shipping (£60 Domestic/£120 International), the free shipping option will be unlocked at checkout. However you need to ensure that you select the 'Free Shipping' option else you may automatically be charged for shipping. Due to the platform we use, we cannot code 'Free Shipping' to be automatically selected.
HELP US HELP YOU
If we are dealing with your request/enquiry could you please reply to emails via the same thread as it will help us solve any problems you may have MUCH faster.
On our Contact page, please use your order number or full name as the 'subject' to ensure that your request can be dealt with as quickly as possible.