Frequently Asked Questions

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Registration and Your Online Account

Why do I need to register to shop?

Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

By registering, will I automatically receive marketing emails from you?

No, not unless you sign up to our newsletter.

 

If you do sign up, you can ask to be taken off our mailing list at any time.

By registering, will you pass my details on to any other companies?

No, we will not pass your details on to other companies.

What do I do if I have forgotten my password or my password does not work?

If you have forgotten your password, we will need to reset it for you. 

 

Please click here, so that we can reset your password.

Orders

How do I place an order?

Click here to see our guide on how to order.

How secure is your website?

As safe as it possibly can be.

 

We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.

What do I do if there is a problem with my order?

Our Customer Services team are here to help with any problems. Click here for contact details.

 

 

 

 

 

What payment methods do you accept?

We accept our branded account cards, Switch/Maestro, Visa, Visa Electron, MasterCard, Solo, Amex and PayPal.

 

Can I pay for my order using my Gift Card?

Unfortunately we are not able to accept Gift Cards as a method of payment online at this time.

Can I cancel my order?

Our Customer Services team will be able to check whether your order may be cancelled.

Click here for contact details.

If it is too late for us to cancel your order, you may be able to return your order in accordance with our returns policy. Click here for information on our returns policy.

Can I cancel an item from my order?

Our Customer Services team will be able to check whether you can cancel an item from your order. Click here for contact details.

If it is too late for us to cancel an item from your order, you may be able to return the item in accordance with our returns policy. Click here for information on our returns policy.

Can I add an item to my order after I have placed my order?

Unfortunately not, you will need to place a separate order for anything else that you want to buy.

Why has my card been declined?

Your bank will be able to let you know why your card has been declined.

Why have you cancelled my order?

Please click here to contact our Customer Services team.

Can I order from overseas?

On this site you can only order with a US billing address, and all orders must be delivered within the US.  If both your billing and delivery address are in another country please visit our UK site by clicking the flag.

What is your exchange rate for overseas orders?

All prices on our site are in US Dollars so no exchange rate is used.

My order did not go through but I think you have charged me?

When you enter your card details to pay for your order, your bank automatically deducts the money from your available balance although it is not actually taken from your account until we despatch your order.

If we do not despatch your order, we do not charge you and the money is automatically put back onto your available balance by your Bank.
 
This usually takes around 3-5 working days but the exact timeframe  does depend on your card issuer and your bank.
 
If this timeframe has elapsed, or you are a PayPal customer and the money still has not been released, please email our Customer Services Team by clicking here.

Can I find out if you will be getting replacement stock on items that have sold out?

Some of the items on our website do sell out quickly and unfortunately we are unable to tell you if we will be getting more of a particular item.

 

However, we regularly update our site so it's worthwhile checking again.

What can I do if it is too late to cancel my order?

Simply return your unwanted item for free by post by logging into your account and following our returns process.

I have received my order but one of the items is missing, what do I do?

Please click here to contact our Customer Services team who will investigate this matter with our warehouse

You confirmed my order but I have now received an email saying one of the items is out of stock. Why is this?

Unfortunately, although our systems showed available stock when you placed your order, when our warehouse went to pick the item they found that there was no stock available. 

 

Although this does not happen often, when it does we have to cancel the item from the order and obviously we do not charge you for the item.

I have received an incorrect item in my order, what do I do?

We aim to get your order right every time but we do occasionally make mistakes. If we sent you the wrong item you will need to return it to us in the normal way.

Just click here to log in to your account, follow the links for requesting a return and select the item you should have received as the item you are returning.

Unfortunately you will need to pay to send the item back but don't worry, if you let your Customer Services team know how much you paid they will reimburse you. Please Click here to email our Customer Services team.

Promotions and Discounts

Can I get student discount online?

Unfortunately we do not offer a stduent discount on the site at this time.

Can I use more than one discount offer on my order?

Our promotions cannot be used in conjunction with any other offer.

Why doesn't my promotional code work?

Please check that the code/link you are using is still valid and not out of date.

 

For further assistance, please click here to contact our Customer Services team.

Shipping

Which couriers do you use for your deliveries?

Our parcels are delivered by the US local postal service or by courier.

How long will my order take to arrive?

We aim to deliver orders within 5-10 working days. Please note that UK Bank Holidays, Saturday and Sunday are not classed as working days.

Can I check for myself how my order is progressing?

If you wish to track your order and your tracking number begins with EK, please visit: http://www.parcelforce.com/portal/pw/track?catId=7500082

If your tracking number begins with RML we are unfortunately unable to track your parcel, please check our website for delivery times .

How do I track my order?

If you wish to track your order and your tracking number begins with EK, please visit: http://www.parcelforce.com/portal/pw/track?catId=7500082

If your tracking number begins with RML we are unfortunately unable to track your parcel, please check our website for delivery times .

What happens if you deliver whilst I am out?

If you are not in when our couriers first try to deliver and they cannot find a safe location to leave the package, they will leave a card, take your order back and then attempt to deliver two more times on the following working days. 

 

Please follow the instructions on the card left by the courier to arrange re-delivery.

 

If you request a specific delivery day, there is a space for you to leave special delivery instructions for the courier if you are out. You will need to complete these delivery instructions prior to confirming your order.Please follow the instructions on the card left by the courier to arrange re-delivery.

Can I change the delivery address for my order?

Unfortunately, we are unable to change the delivery address on International orders.

Do you ship to PO Box addresses?

Yes, we should be able to deliver to a PO Box address.

I have received an incorrect item in my order, what do I do?

We aim to get your order right every time but we do occasionally make mistakes.

If we sent you the wrong item you will need to return it to us in the normal way.

Just click here to log in to your account, follow the links for requesting a return and select the item you should have received as the item you are returning.

Unfortunately you will need to pay to send the item back but don't worry, if you let your Customer Services team how much you paid they will be happy to reimburse you. Please click here to email our Customer Services team.

What do I do if there is a problem with my delivery?

We aim to get your order right every time but we do occasionally make mistakes. If we sent you the wrong item you will need to return it to us in the normal way.

Just click here to log in to your account, follow the links for requesting a return and select the item you should have received as the item you are returning.

Unfortunately you will need to pay to send the item back but don't worry, if you let your Customer Services team how much you paid they will be happy to reimburse you. Please click here to email our Customer Services team.

Returns and Refunds

What is your Returns policy for internet purchases?

You can return unworn Internet purchases via post within 14 days of receiving your item.

All returns must be made by post.

Please note, we are unable to accept back unsuitable items via post after 14 days. This does not affect your Statutory Rights.

Some items are excluded from our Returns Policy. In the interests of hygiene we do not offer refunds on pierced jewellery, underwear or swimwear if the hygiene seal has been removed, or cosmetic products if they have been used or the hygiene seal is broken, unless they are of unsatisfactory quality or unfit for purpose.

Please also note that items must be returned with all the barcode tags intact.

To return an item, log into your account and follow the onscreen instructions. Click here to log into your account.  

How do I return an item to you by post?

To return an item, please log in to your account and select ‘Request a Return’ from the ‘My Orders’ section. Click the order number containing the items you want to return and follow the ‘Create Return’ link next to the order number. Please select the items you wish to send back to us with a reason for each. You are required to return unwanted orders at your own cost.

Once you click the 'Create Return' button you will be given a unique Returns Authorization Number. Please only use one Returns Authorisation Number for each parcel being returned. If you are returning items from more than one order these will need to be packaged and returned separately. Write this number along with your name and address in the areas provided on the returns label that came with your original order. Peel off the label, stick it to the parcel and take it to your local United States Postal Service office for mailing. Please remember to ask the USPS for a Certificate of Mailing and retain it for your reference - without this we cannot refund any money if we do not receive the returned items. Then simply post your parcel with your unwanted items to us so that we receive it within 14 days of shipping.

You can log in to your account here.

The refund will be processed once your goods are received into our warehouse. Please note, all returns by mail are currently processed by our UK warehouse. Please allow 28 days from the day the parcel is posted for your refund to be processed. Customers will need to return unwanted items to: [insert return address] at their own cost. It may take 2-3 working days for the refunds to show in your account after the goods have been received. Each item returned is refunded separately, and will show on your statement as a refund/credit from [insert website details]. You will be refunded on to the card that the goods were purchased with. If your card expires before we process your refund please contact our customer services team with your order number, zip code and new card details.

Please note that returns by post cannot be accepted without a valid Returns Authorization Number. You will be unable to get a Returns Authorization Code from the web if more than 14 days has passed since you received the items. If you experience any difficulties with the online returns process please contact us.

I didn't get a Returns Label, how can I return something?

Please click here to download a Returns Label.

How do I raise a returns number?

Simply login to your account and select the order, which contains the item you wish to return then follow the onscreen instructions.

 You have 14 days from the date you receive your parcel to raise a returns number.

Click here to log into your account.

I returned my order, how long will my refund take?

Please allow 28 days from the day the parcel is posted for your refund to be processed.

Please note that some banks may take slightly longer to process your refund.

Why can't I get a Returns Number?

You can only request a Returns Number within 14 days of receiving your order, as this is the time limit on our Returns Policy.

 

Please note, we are unable to accept back unsuitable items via post after this time.

What do I do if there is a problem with my return?

Our Customer Services team are here to help with any problems.

Click here for contact details.

Will my postage be refunded if my items are damaged or faulty?

If your item is damaged or faulty, and it is the only item on your order, we will refund your postage costs. 

 

If you have kept any items on your order, we will not be able to refund your postage.

Will my postage be refunded if I return my whole order as unsuitable?

Unfortunately not, if your items are unsuitable you will receive a refund minus the delivery charge.

Do I have to pay for returns?

Unfortunately, unless an item is incorrect or faulty, we are not able to offer free returns for orders so you will need to pay the postage costs for these returns.

I have received an incorrect item or my item is faulty, will I have to pay to return it?

Unfortunately you will need to pay to send the item back but don't worry, if you let your Customer Services team how much you paid they will reimburse you.
 
Please click here to email our Customer Services team.

Product and General Information

How can I find items I want online?

Simply use the 'search' link on the website and type in the product code or a description of the item you are looking for.

 

Or use the clothing links down the left hand side of the homepage.

Can I order items from your website that are not currently in stock?

You can only order items that are currently in stock. However, we regularly top up the stock on our website so please keep checking. 

How do I add my details to your mailing list?

Please click here to leave your details and we will add you to our mailing list. If you're having any difficulties please contact Customer Services who will be pleased to help.

How can I have my details removed from your mailing list?

Simply click the unsubscribe link at the foot of the email.

If you're having any difficulties please contact Customer Services who will be pleased to help.

Do you sell surplus stock?

We do not sell surplus stock to third parties as we already have arrangements in place with our suppliers to dispose of such stock.

I bought an item online but it is now faulty, what can I do?

click here to contact Customer Services.

How do I find out the sizes of products?

Click here to view our size guide

New international sites

Placing an order to be delivered to France/Germany/US

We've recently launched new sites for our French, German and US customers. You will now only be able to place orders to be delivered to France, Germany or the US from these new sites. You will no longer be able to place orders to be delivered to France, Germany and the US from the UK site. Choose site to visit by using the site selector at the top of the page.

My Account

If you are an existing registered customer you will be able to log-in to the new sites using your existing username and password. Unfortunately, you will only be able to access information about your previous orders placed on the UK site from the My Account section of that site.

 

Returning an order

If you are a French, German or US customer looking to organise a return from a recent order on our UK site please log-in to the UK site and click on Request a Return from My Account.

New international sites

Placing an order to be delivered to France/Germany/US

We've recently launched new sites for our French, German and US customers. You will now only be able to place orders to be delivered to France, Germany or the US from these new sites. You will no longer be able to place orders to be delivered to France, Germany and the US from the UK site. Choose site to visit by using the site selector at the top of the page.

My Account

If you are an existing registered customer you will be able to log-in to the new sites using your existing username and password. Unfortunately, you will only be able to access information about your previous orders placed on the UK site from the My Account section of that site.

 

Returning an order

If you are a French, German or US customer looking to organise a return from a recent order on our UK site please log-in to the UK site and click on Request a Return from My Account.