FAQ's

Frequently Asked Questions

 

ORDER:

Q: Will I receive email communication after placing my order?

A: Once your order is completed you will receive the following communications:

  • Order Confirmation email - to confirm that your order has been received.
  • Payment Received - to confirm that your payment has been processed.
  • Item dispatched email - to confirm that your order has been dispatched.
  • Please note estimated arrival time confirmation email you receive from selling channel is their standard email. Please ignore it. In fact we dispatch you order same day before our cut off time usually it is 01:00 pm.

Q: Can I change my order Details once it has been confirmed?

A: We always try our best to accommodate every request of our buyers to make changes in the order i.e. Address colour or size change etc. but we can’t guarantee this because we use automated order processing system and if your order is already processed or already left the warehouse, then we will not able to change your order. When you receive the item you can send us back for refund, buyer would responsible for postage cost.

Please make sure you double check your order information to confirm all the details are correct because we will not accept any liability or claim for not able to change your order details even if you have left a message.

Q: How long you will take to reply my message?

A: We strive to answer all our messages as quickly as possible and our average response time is 8 hours or quicker but sometimes it takes longer to answer a message due to nature of you query or if it is busy time. The waiting time could go as long as 24 hrs. Excluding weekend and public holidays

Q: Can I cancel my order?

A: Yes, please contact us as soon as possible after placing your order through call or email. But if the order is already processed or already left the warehouse, in that situation, we will not able to cancel your order.

Q: What Happen, if I am not able to cancel my Order in time?

A: If the parcel is already dispatched, there is no need to worry; you can still send the item back for refund terms and conditions apply.

Q: What form of payment do you accept?

A: We accept PayPal, Credit & Debit Card Payments.

Q: I have not received my Order?

A: For UK Customer; if you parcel has a tracking number, it will have been given to you in your delivery confirmation email. You can track your parcel from there. But if your order didn’t have a tracking number or you haven’t able to locate your parcel after the estimated delivery time, please contact us via the selling channel messaging system.

According to Royal Mail shipping policy item can be considered lost if not delivered within 15 working days. In such unfortunate event we may request you to wait up that time.

For International Customers; normally all international orders have a tracking number which have been given to you in your delivery confirmation email. You can track your parcel form there but if you didn’t receive your parcel within the estimated delivery time and you aren’t able to locate your parcel, please contact us via the selling channel messaging system.

We may ask you to wait up to 20 working days from posting date before we can consider it as lost parcel.

Q: What happen if the Product I received is Wrong, Faulty or Damaged?

 A: In this rare and unfortunate event of receiving wrong, faulty or damaged product, please immediately contact us through the selling channel messaging system and the instructions will be provided accordingly to resolve the issue.

 

DELIVERY:

Q: Where do you deliver to?

A: We deliver to any address in the UK, as well as Worldwide. If for any reason your country does not appear in the postage and payment tab, please send us a message through the selling channel messaging service to obtain a quote for the P&P to your country. Please note that Delivery rates and delivery times may vary by country.

Q: How long will it take for a parcel to reach me?

A: All orders placed before 3 o’clock UK time are dispatched on the same day except Bank Holidays & weekends and the rest within 24 hours of receiving payment. Usually a parcel arrival time depend on the service customer would select at the time of checkout. Please note that during busy periods these times may increase slightly,

Region

Postage Service

Order Time

Dispatch

Approx. ETA

UK

Next Day

Before 1pm

Same Day Dispatch

1 Day

1st Class

Before 1pm

Same Day Dispatch

1-2 Days

2nd Class

Before 1pm

Same Day Dispatch

3-5 Days

Tracked

Before 1pm

Same Day Dispatch

2-3 Days

 

Europe

Standard

Before 1pm

Same Day Dispatch

3-7 Days

Rest of World

Standard

Before 1pm

Same Day Dispatch

7-15 Days

 

Q: Are there any UK or international addresses where delivery might take longer?

A: Yes, there are certain locations in the UK including the Highlands, the Channel Islands & Remote areas both in the UK and internationally may take longer to deliver your order.

Q: Can my Parcel be delivered on Saturday?

A: For UK Customer; some parcels may be delivered on Saturday, but we cannot offer any guarantee. If order placed on Friday for Next Day Delivery it would be Monday delivery.

For International Customer; some parcels may be delivered on Saturday but we can’t guarantee this because it varies with country to country courier company services.

Q: What happens if I am not at home to accept my delivery?

A: If item is too big for your letterbox or you are not present to accept delivery, the postal service will follow their usual procedure.

  • For UK orders it usually means a card is left to notify you of an attempted delivery and the item will be held at your local sorting office for certain period of time and if is not collected it would be sent back to us. In such case you would need to bear the postage cost to resend the item.
  • For International orders please refer to your local postal company for their standard procedure in case this differs to the UK. If is not collected it would be sent back to us. In such case you would need to bear the postage cost to resend the item.

 

RETURN & EXCHANGE:

Q: What is your return policy?

A: We are happy to accept returns within 30 days of the purchase date as long as the product is not worn or used and has all tags attached.

Please refer to our company full Return & Exchange Policy in detail before returning.

Q: What should I do if I want to return my Item?

A: Please contact us by the contact seller option for the return procedure. We do not offer free returns & exchange service unless item is faulty or inaccurate.

Q: How long it will take to get a refund?

A: Once we have received the return, normally it can take up to 72 hours to process all returns. Please add your order details in your return parcel i.e, name, address, email & order number etc. to avoid any unnecessary delay in processing your return item.

Q: What should I do if I would like to exchange my Item?

A: If you would like to exchange your item for whatever reason. We highly recommend you return your original item for refund and place a new order of the item straight away because your required item could be sold out while we receive your return. It will also significantly reduce waiting time for your required item.