Q: Where is my package?
Delivery times may take slightly longer than usual as we are incredibly busy at this time.
Q: Where are my tracking details?
Where possible you will receive tracking information via our courier or check your order history page for the most up to date information.
Q: My package is missing?
If you received tracking details and your order goes missing please contact us on firstname.lastname@example.org and a member of the team will look into the issue for you.
Q: The item I ordered is now in the Sale, can i get the difference refunded?
As an online business our prices change in accordance with customer demand, stock availability and seasonal sales. We therefore are unable to refund the difference in the price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be. You can of course return the item for a full refund and then re-order the item at its markdown price provided its returned in accordance to our return policy. Please note, we cannot guarantee that another customer won't purchase the item first.
Q: How long does it take to process a return?
During the pandemic it will take longer for us to receive your returned goods. We apologise for the inconvenience caused but we are working as hard as possible to process returns as quickly as possible. It takes approximately 14 business days for a return to be processed however this may take longer during the coronavirus outbreak.
Q: How long is your returns policy?
28 Days for Full price goods, 14 days for Sale items.
Q: Where is my pre order item?
We are sorry but we currently have a number of production delays due to the coronavirus pandemic. Please contact us if your have any questions regarding a delivery date.
Q: I ordered an item on pre-order. I haven't received the item but the payment has been taken.
A: In order for our system to allocate the pre-ordered item(s) to you, we have to take payment at the point of check-out. By doing so, this ensures that the item will be sent out to you when it becomes available. On rare occasions, when there is a delay or cancelation one of our team members will let you know.
Q: Can you email me when this item is back in stock?
To receive a notification when an item is back in stock please visit the relevant product page and click the button “notify me when available”
If you have any further questions then please do not hesitate to contact our customer services team email@example.com