FAQ
Frequently Asked Questions
Q: How can I track my order? Once your order ships, you'll get a confirmation email with a tracking link. Use the link in that email, or head to our order tracking page, to follow your parcel from dispatch to your door.
Q: Do you provide size information? Yes. Every product page has its own detailed UK size chart. Not sure which size to choose? Reach out anytime — we're happy to help you find the right fit.
Q: What is your return policy? You have a legal right to cancel your order within 14 days of delivery for any reason, and we also offer an extended 30-day return window on top of that.
- For change-of-mind returns, return shipping is covered by the customer. If an item turns up damaged, faulty, or incorrect, we'll take care of the return cost.
- Once we've received and approved your return, please allow up to 10 business days for the refund to land back in your account. This window starts once your return arrives at our facility, not from the day you ship it — international return transit can take a few weeks.
Q: What should I do if my order arrives damaged or faulty? Get in touch within 30 days of delivery. Email us at [Email] with your order number, clear photos of the damage, and a quick description of what's wrong.
Q: Do you ship internationally? No — we currently deliver only to customers within the United Kingdom. Since items are shipped from our overseas fulfillment partner, estimated delivery typically takes [10–20] business days from the day you order, depending on customs processing. During peak periods, this may extend to 3–4 weeks.
Q: Will I be charged import fees or VAT on delivery? [Answer depends on your VAT registration status — see the note at the top of this document. If registered: "No — VAT is included in the price you pay at checkout for orders under £135, so there are no further charges on delivery." If not yet registered: "Orders may be subject to import VAT and handling fees collected by the courier before delivery."]
Q: What payment methods do you accept? [List to match your Transactions Policy exactly once confirmed.]
Q: Where do I enter my discount code? You can add your discount code at checkout — find the discount box on the checkout page, type your code in, and hit apply.
Q: How can I cancel my order? You can cancel within 30 minutes of placing your order for immediate processing. After that, it moves into processing, but you still have your 14-day statutory cancellation right and our 30-day return window once it arrives.
Q: Can I exchange an item for a different size or colour? Yes. The fastest way is to return your original item through our standard return process and place a new order for what you need.