FAQ's
If you have a query about your order, shipment or payment please read through our FAQ's. if you want to know about our Returns & Refunds policy it can be found here.
Shipping FAQ
- How long do orders take to arrive?
All delivery times are estimates.
All orders are dispatched from the UK. Orders within UK should take 1-2 business days to arrive from date of shipment. European orders are expected to take 14 business days from date of shipment. Outside of the EU can take up to 30 days for delivery.
Please note that delivery times are counted from when your order has been dispatched and not ordered. Sometimes products can be on pre-order for a few weeks before we are able to start shipment. If the product you have purchased is on pre order, this will be added to the product title.
- My order didn't arrive?
Sometimes orders are unable to fit through a letterbox. If you are out at the time of delivery orders can sometimes be left with a neighbour or returned to your local sorting office where they can be held for up to 60 days. If no collection is made your order will be returned to our returns address printed on the label. Once we receive your order back we will contact you to organise reshipment.
If your order has been dispatched and not arrived after the expected delivery window. We advise:
- Check with a neighbour in case your order was delivered to their address.
- Get in touch with your local sorting office incase they're holding it.
- If you paid for tracked shipping you can track your order with tracking number.
- Will my order arrive in time for a special event?
We can not guarantee delivery of your order by a specific date, such as birthdays, Christmas presents, planned music festivals etc. Please refer to our estimated delivery times.
- Can my order be delivered to a different address to my billing address?
Yes
- When will I know my order has been dispatched?
If you entered your email address correctly you will received an email once your order has been delivered to the Post Office. If you paid for tracked delivery your tracking number will be included in this email.
Orders FAQ
- I didn't receive an email confirmation
Please double check your email address in your account. If you are unable to do this please email us.
- I've lost my order number
Your order number is sent in your order email confirmation. If you did not receive one please check the email address you entered is correct.
- Can I complete my order over the phone?
No, this is not possible, all orders are online only.
- What does of a preorder of a product mean?
Pre orders are when we have ordered new merchandise and are expecting to receive it soon. All of our merchandise is in high demand and therefore we allow customers to purchase products in advance. Once we receive the new merchandise in stock we will begin shipping. Please note that delivery times are counted from when your order has been dispatched and not ordered. Sometimes products can be on pre-order for a few weeks before we are able to start shipment. If the product you have purchased is on pre order, this will be added to the product title.
- I received the wrong size/product
If you received a different size/product to what you ordered. Please email us to check we have availability of your order. Then return your order to our returns address printed on the delivery label. We will then reship the correct size/product free of charge (subject to availability).
- I placed my order but forgot to add an item
If your order has not yet been shipped then we are able to modify your order (subject to availability) please email us. If your order has already been shipped, we are unable to change it.
- Can I cancel or change my order?
If your order has not yet been shipped then we are able to cancel or change it (subject to availability) please email us. If your order has already been shipped, we are unable to change it.
- I misspelled my address, can I change it?
Yes, if you have misspelled your shipping address please update this within your account immediately. We will ship the to address that is in your account at the time of processing your order.
Payment FAQ
- Why was my order cancelled?
- We were unable able to get in touch with you on the email or phone number you provided.
- Your order was a duplicate and automatically refunded so you are not charged twice.
- Our fraud detection system marked your order as suspicious and was subsequently cancelled. If this has happened to your order, you are welcome to place your order again and supply us with the details below in the order instructions section of the checkout.
- Billing Address
- Last 4 Digits of Credit Card/Debit Card Used
- Email Address
- When is my credit/debit card be charged?
Payment is taken immediately, it may take a few business days to show up on your bank statement.
- Can I get a refund?
If you have paid for ‘Tracked Postage’ at the checkout your order is covered by the couriers insurance. In cases where your order goes missing during the postage process you will be entitled to a refund.
If you have not paid for ‘Tracked Postage’ at the checkout your order is not covered by the courier insurance. We are not able to track your order once it has been delivered to Royal Mail or an alternative delivery courier. If your order goes missing during the postage process no refunds will be given.
To initiate a return or exchange, please complete the following steps:
- Email us with your order number & query in the subject line.
- State the product you wish to return or exchange from your order
- Return your product to our returns address printed on the delivery label.
Additional Information:
- Replacement products will be sent out as soon as we receive your returned product.
- Store Credit will be added to your account once we receive your returned product.
- Shipping will need to be paid by the customer for products that are returned.
- Any other queries please check our FAQ’s, if your question still can not be answered please email us.