Will my order arrive in time for Christmas?
Make sure your order arrives in time for Christmas by ordering on or before Monday 14th December (10am GMT).
All orders are subject to payment approval and stock availability.
Please note that orders placed after Friday 18th December may not be delivered until early January 2021.
How long do I have to return my order?
We have extended our returns period to 30 days.
This means you have 30 days from the date of your order delivery to book a return online. Your parcel does not need to be delivered back to us within 30 days, you simply need to book a return online within this time frame.
Can I still book a return collection over the festive season?
Our partner courier DHL will run a limited service between 23rd December 2020 and 2nd January 2021. For this reason, some dates will not be available for collection over this time.
Please note that DHL require a 10am – 6pm window for availability for their collection service.
If you cannot schedule a collection online please contact our Customer Service team.
I am purchasing online for a gift. Will the recipient be able to return or exchange their order?
We understand that sometimes gifts are not quite right.
The gift recipient has 30 days from the date of order delivery to book a return online.
Please note the recipient will require the order number and email address used to place the order to book a return or exchange. Return labels will also be sent to the email address used to place the order.
Please note that returns and exchanges will be subject to assessment according to our returns policy.
Please allow additional time for us to process your request over the holiday season.
I placed my order after the suggested Christmas cut-off date. When will it be shipped?
Orders placed after Monday 14th December may not be delivered in time for Christmas.
Orders placed after Friday 18th December may be delivered in early January.
Once your order is processed and shipped you will receive an email update containing the tracking details.
Although we do our utmost to ensure your order is delivered in a timely manner, there are certain factors which are out of our control, such delays in transit, customs or poor weather.
Please refer to your shipment confirmation emails to follow your order journey.
How do I cancel my order?
Unfortunately, you cannot cancel your own order.
Please contact our customer service department by emailing email@example.com ASAP or before 2pm GMT on Wednesday 23rd December to request an order cancellation during the Christmas period.
Please be aware that we cannot cancel your order if it has already been shipped. In this case, you will need to wait for your order to be delivered and then follow the instructions located in your parcel to book a return collection. When the store has received and processed your return, you will receive your refund according to our returns policy.
I need assistance. Who do I contact over the holiday period?
Please use the Contact Us form on our website or send an email to firstname.lastname@example.org.
Please note that our Headquarters, including our customer service support, are closed from Thursday 24th December 2020 with operations to resume from Monday 4th January 2021. Please also note that our dedicated Customer Service team is working from home at present.
A limited service strictly via email will be available during this time. Please accept our apologies for any inconvenience this may cause.
Please allow additional time for us to process your request over the holiday season as unfortunately, due to high volume, there may be some delay in responding to your query.
Be assured that your queries are important to us and we aim to respond as soon as possible.
Why has my order been cancelled?
Please note that the shipment and delivery of orders is dependent on payment verification and availability of products.
We may cancel your order if there is payment information missing or your details do not match. Please be aware that these measures are in place to protect your privacy and personal information.
Sourcing products from our network of boutiques means that sometimes an item may sell out in store at the very same time as an order is placed online. In a situation where we cannot fulfil your order with the correct style, colour and size, your order will be cancelled and you will be refunded in full.