FAQ

Upon successful completion, an order confirmation email will be sent to your provided email address. If this has not been received, contact us via telephone or email for clarification of your order status.

All currently available stock is listed on our website, with no additional sizes or styles being available in-store.

VAT is deducted on orders in select regions. For orders in the EU and North America, this is included as a part of duties & taxes paid shipping.

All calculations will be automatically adjusted at the checkout.

While we are unable to fully guarantee any changes or cancellations of successful orders, we advise you to contact us as soon as possible and we will comply to the best of our abilities. Past the point of dispatch to our mail carriers, we will be unable to make any further adjustments.

Following successful newsletter registration, your discount code should be sent to your provided email address along with a separate subscription confirmation. There may be a slight delay in receipt, though new codes will not be generated in the case of re-subscription with a previously used email address. We also advise you to check your spam folder when awaiting these emails.

Orders can currently be placed in Pounds Sterling (£), American Dollars ($) and Euros (€). Currency options can be changed via the currency tab at the top right-hand side of the website.

As our prices are based on Pounds Sterling, prices may fluctuate in foreign currencies based on current exchange rates. Please note that the rate used by your bank or credit card company may not be the same rate stated at the time of purchase.

To make a return request, our web returns portal is accessible via the QR code on your order invoice, or here.

These should generally be approved by the next working day, at which point further confirmation will be provided.

Following approval, items can then be posted or dropped off to our store address and will be processed upon receipt – email confirmation will then be provided when a refund payment is issued.

Please note, orders outside of our 28-day returns window will automatically be illegible for return requests, and refunds can only be issued to the original method of payment used.

If you no longer have your original invoice, we ask that a note of your name & order number is included inside any return parcels.

Standard return postage is to be covered at the customer’s expense, the only exception being in cases of defective/incorrect/security tagged items being received. In these cases, we ask you to contact us directly for assistance via telephone or email.

Providing your requested exchange item is still in stock, we’ll be happy to approve and accommodate exchanges via our web returns portal.

Any price differences will be covered by a refund or credit note, while customers will be invoiced for any outstanding balances.

Outside of our 28-day returns window, we’ll still be happy to offer size exchanges or returns for store credit - though this depends on your purchased items remaining in perfect saleable condition. You’ll need to contact us via telephone or email if your request falls outside of our initial 28-day window.

We can only accept back items in perfect saleable condition as received, with all factory packaging and tags intact. Worn, stained and damaged items will also be automatically refused, and returned to their original delivery address if posted to us without approval.

Additionally, for hygiene reasons we are unable to accept returns of any skin, hair & nail products or undergarments which are no longer completely sealed in their factory packaging.

UK: 1-2 working days for mainland, 2-4 days for Scottish Highlands & outlying islands.

Europe: 3-5 working days.

Rest of world: 5-10 working days.

In exceptional cases, there may be an additional delay in dispatch – we will contact you directly in the case of any unforeseen issues.

Shipping is offered to most countries throughout Europe, Asia, America, Oceania & the Middle East.

When completing checkout, a drop-down menu on the Shipping page will display all available countries – this can be checked before completing any purchases.

All domestic deliveries are handled by DHL Parcel UK, with all international deliveries being handled by DHL Express.

For America, Canada & EU countries, we offer DDP prepaid delivery – this means all charges are paid along with your purchase and shipping, with no further fees being added during import/export.

For all other countries, typical customs procedures will still apply, and your carrier will collect any extra fees charged during import/export.

Domestic parcels do not require signing for, though this is generally required for international parcels sent with DHL Express.

We advise you to contact us as soon as possible for this to be done successfully. Once our mail carriers have your parcel and tracking becomes active, we advise you contact them directly - though we’re still happy to assist if you’re unable to do so.

To collect an order, you’ll just need to quote your name and order number to our floor staff – we’ll be unable to hand anything over if these cannot be provided.

Orders are generally held for one month, at which point we’ll provide a reminder. While we’ll be happy to extend this when given clear communication, orders will automatically be cancelled & refunded if we fail to hear back from you within a week of our reminder.

Prior to dispatch to our mail carriers, delivery orders can be held for collection upon request – we advise you to contact us as soon as possible if so.

If a delivery charge has been paid, this will be refunded to your original payment method.

Certain circumstances such as seasonal high-volume periods may add slight delays to our usual dispatch times. For any additional issues prior to dispatch, we will contact you directly – however, once you have received a shipping confirmation and tracking has become active, any further delays will be on the part of our mail carriers and outside of our control.

For any of these issues, please contact us directly via telephone or email as soon as possible. For errors on our part, we will do our best to accommodate a smooth return or exchange.

We also ask you to provide photographs of the incorrect/defective item you received, as this will enable us to confirm the issue and offer a quicker resolution.

In the case of any suspected tampering, we request you provide photo evidence before opening the parcel yourself, and in the case an item is missing we advise you to contact us via telephone or email as soon as possible.

For intact & sealed parcels which are still missing an item, we advise you to contact us as soon as possible via telephone or email so we’re able to confirm and resolve this without further inconvenience to you.

Following the point of dispatch and your tracking becoming active, we advise you to contact DHL directly for further changes such as moving your delivery date or providing specific delivery instructions. In the case you’re unable to do so, we’ll be happy to forward any relevant information for you.

For issues such as missing parcels, continued delays and tracking errors, please contact us directly as soon as possible for the best chance of adequate resolution – please note any undue delay in notifying us may affect our ability to resolve certain issues, along with your eligibility for a refund/replacement.