Customer Support

Delivery times:

Please allow one working day for dispatch.

We offer a variety of tracked and untracked shipping services.

Please allow up to 1-3 days for UK deliveries, 3-10 working days for European deliveries and up to 5-20 days for Rest of the World deliveries.

You must contact us within 8 weeks of the dispatch date to inform us of any delivery issues.

 

Can I cancel my order?

Purchases (including pre orders) can be cancelled if items have not been shipped.

We can send you store credit for the value of your whole order. Alternatively, we can issue a refund. We are charged a transaction fee of 1.9% (on the total order) + 30p. This fee will be deducted from your refund.

Please note that we check customer services emails every working day, however, if an item is dispatched via our automatic system before we respond to your email, we are unfortunately unable to cancel it.

Please contact us immediately and include your order number.

 

What payment methods are accepted?

We accept all major credit and debit cards including American Express. We also supply express checkout with PayPal, Apple Pay and Google Pay.

 

Where is my order?

Please check on the product description if the item is highlighted as a pre order.

A lot of our new releases are on sale as a pre order and will ship out with the aim of being delivered on the given release date.

 

When does payment get taken?

Payment is taken at checkout for all orders including pre orders.

 

Do you have a size guideline for clothing?

Please use our guideline here: Size Guide

 

Do you ship Worldwide?

Yes. UK orders are shipped using Royal Mail and all international orders are shipped via Standard

International Shipping or Tracked Courier.

 

When do I receive my order and dispatch confirmation emails?

You will receive an email confirmation within a few minutes of placing your order. If you have not received an email confirmation, please check your junk folder.

If you have not received a confirmation and want to check your order was completed successfully please contact us stating your full name and email address associated with the order.

If all items in your order are in stock your order will be dispatched within 1 working day of when the order was received.

If any of your items have a pre order date then your entire order will be dispatched once that item is in stock.

Please check your junk folder.

 

Why do I have to wait for in stock items to ship with pre order items?

If you purchase a combination of in stock and pre order products we will ship them together as you have paid for one postage and packaging.

If you want to receive in stock products separately please put them through as a separate order.

 

What are your shipping costs?

The shipping cost varies dependent on weight and destination. With products in your cart please head to our checkout to see the exact cost of shipping for your order.

 

Can I return items?

If you wish to return an unwanted item, contact us with your order number. We will reply with further instructions.

Our returns policy is valid within 28 days of receipt. If 28 days have passed we cannot offer you a refund.

* To be eligible for a return, your item must be unused and in the same condition that you received it. It

must also be in the original packaging including shrink-wrap (if applicable).

* Please note that it is the customer’s responsibility and cost to return items. Upon receipt and inspection

of these items, store credit or a refund will be processed.

* If you are shipping an item over £20, you should consider using a trackable shipping service or

purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We offer store credit or a refund to the original payment method for the full value of the item excluding

postage.

* Downloadable or discounted (“Sale”) products are non-returnable.

 

What should I do if I receive a damaged product?

Unfortunately, when things travel long distance there can be damage.

Contact us as soon as possible so that we can think of the best solution for you!

Please state your order number and upload a picture of your damaged item.

 

What should I do if I receive the wrong product?

Contact us as soon as possible so that we can send you the item you purchased.

Please state your order number upload a picture of the item you received.

 

Can I exchange items?

Unfortunately, we are not able to exchange clothing items if the customer has purchased the incorrect size.

Customers who have purchased an incorrectly sized item should return it to receive store credit with which they may choose to purchase a different size if available.

 

Can I change my address?

If your order is a pre sale, that hasn't been dispatched yet, make sure you contact us as soon as possible so that we can update your delivery address.

Unfortunately, we are not able to manage your address once your order is dispatched.

If your order fails to be delivered, it will return to us and we will contact you for further information.

 

Can I add another item to my order?

Unfortunately, we are not able to add items to orders that have already been processed.

If your order hasn't been dispatched yet, we can cancel your order and you can put in a new one with all

items you wish to purchase.

Please contact us immediately and include your order number.

 

Customs

We are registered with IOSS to pay VAT on all EU orders. Therefore if you live in an EU state you should not be charged local VAT and customs unless your order has a higher value than €150.

If you incur a duty charge, we request that you make a payment in order to receive your parcel. Once you have made this payment contact us to arrange your duty charge refund. If you have further questions regarding this please contact us for more information.

Please note that if you refuse to receive your order and it is returned to us we won’t be able to issue a full refund for it. Shipping and handling fees will be charged.

For dispatch to countries outside of the UK and EU, VAT will not be charged. These packages may however be assessed for import or customs fees or local VAT, depending on the laws of the particular countries.

We are not able to take responsibility for individual duties or local taxes. If in doubt, check with your local customs office for tax rates and import fees.

Due to legal reasons, we’re not able to mark orders as zero value or gifts for the intention of avoiding these fees.

You must contact us within 8 weeks of the dispatch date to inform us of any delivery issues.