Please include your order number when contacting us!
Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.
If you don’t have your order number, log into your account here and then go to 'Order History'.
You've got 28 days to send something back to us from the day you receive it.
When returning a parcel please follow the process below. You can find out the postage price in the portal
or you will be asked to download a returns label and pay for postage at your local post office. Please
use a trackable service and keep your proof of postage receipt until after your refund is processed.
Repack your items.
Login to our returns portal. You will need your order number and email/last 4 digits of your phone
Select your preferred return option (Print returns label at home or in store options).
Once you have processed and paid for your return in the portal you're ready to post it off! Make sure you
keep proof of postage!
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.
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.
A typical refund will take up to 21 days, that’s 14 days you returning and us processing and up to 7 days for it to make its way through the banking system.
The refund will go back to the payment method you used when placing your order, once we've done our bit you'll get an email confirming it’s on its way.
If you've waited more than 21 days with no email from us then please get in touch by going to the 'Contact Us' tab on this page.
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.
I received an incorrect item, what do I do?
To get this fixed for you ASAP please head to our 'Contact Us' section where you can drop us an email or you can reach us via private message on Facebook, Twitter or WhatsApp.
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
If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.
Please do not return the item to us without speaking to our Customer Care team.
Please double check the delivery option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check delivery timescales here.
If it's after 9pm on that date then it’s late. If it's before the advised delivery date and you've had your dispatch email, then it’s on its way. Your delivery date has to have passed for us to be able to investigate where your order is.
If your delivery date has passed, please contact us by going to the 'Contact Us' tab on this page and have your order number ready.
If you've placed an order and received a cancellation email from us, we're sorry about that. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive 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.
We'll refund your delivery charge if you return all of the items from the order and cancel your contract with us within 14 days for any countries within the EEA. You can cancel your contract here . If you decide to keep one of the items, you need to pay for delivery. We don't refund delivery charge for those countries listed outside of the EEA.
The carrier was unable to deliver your package. Don’t worry—you have options! You can wait for your package to come back to us and we’ll give you a full refund. Or, let us know using the 'contact us” tab and we can have your item(s) resent.
P.S. If the carrier was unable to deliver to your address, try using an alternative delivery address!
* Please note: Working days excludes weekends and bank holidays. The delivery times shown are from the order date.
A signature may not always be required for delivery and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date.
If you have any further questions related to your delivery, please contact our Customer Care team.
Some of our items do come back in stock, so keep checking back!
We don’t offer exchanges, but you can return your package and order again. Your refund will be processed as soon as we get your items back.
Your package might be coming in more than one shipment. If your delivery date has passed, please get in touch by going to the 'contact us' tab.
For your security, we can’t change your email address. If you want to change your email address, you will just create a new account.
Log in your account, select "addresses" and you can either add a new one or edit an existing one.
You can choose what you want to hear from us! To change your preferences, log into your account and click on “contact preferences”
If you know your password, log into your account using your current password. In the account information section, you have the option to change your password. If you forgot your password, select the “forgot password” option and follow the steps to reset.
Log into your account, select payment details and either add, delete or edit your payment options.
Can’t use your discount code? Here’s maybe why:
Enter your code into the “Redeem Gift Voucher” box at the checkout page. The remaining balance will stay on your gift card.
We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron and American Express. We also accept PayPal, Giftcards and prepaid debit cards.
Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf. When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.
Make sure you’ve entered it in the “Redeem Gift Voucher” box at the checkout.
Our Premier delivery service gives you unlimited next day or standard delivery for a whole year
for a one off payment. To take advantage add to bag (like you would a product) and the discount will be
automatically applied at checkout when selecting the next day or standard delivery options, this
includes Click and Collect services as well. You will then receive unlimited FREE delivery and our
standard FREE returns on your orders with no minimum spend for a whole year, just don’t forget to select
the next day or standard delivery options!
Premier customers will also receive exclusive offers and promotions via email.
You'll no longer receive an invoice in your parcel. Simply download and print a returns label from our website, add this to your parcel and then send it back to us.
Ready to Return? Click here
Over 28 days?
We move fast and the turnaround of stock we sell means that we will not be able to resell your goods. So unfortunately we cannot accept returns that are over 28 days.
Don't worry, just package your items in something non see-through, sealable & waterproof.
If you need to return more than one order, please keep your orders separate, as returning more than one order in a parcel may delay your refund.
(Sorry, we don't have a phone number)