FAQ

Frequently asked questions

Orders

I want to change my order.


We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following: Changing the item or size Delivery/billing address Adding items to your order Shipping method There is a 15-minute window where you can cancel your order by locating the order in your account section and hitting the ‘cancel order’ button After 15-minutes, it is too late to cancel the order and you’ll need to follow our returns process. Check this out here. If you don’t have a customer account, we’re unable to cancel the order for you. *IF YOU INPUT THE INCORRECT ADDRESS AT CHECKOUT, WE CAN NOT BE HELD ACCOUNTABLE IF THE ORDER GOES MISSING. WE ARE NOT LIABLE TO REFUND/REPLACE THIS ORDER.




You've sent me the wrong item.


In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently: Your order number The name of the item you did not receive The name of the item you received in it's place A clear photograph of the item you have received, including logo Once we've received the above info, our Customer Support team will get this sorted for you ASAP! You may be asked to return the incorrect item back to us through our returns process. See our How do I return my items? page, if you're not sure how to do this. ALL CLAIMS FOR ORDERS ARRIVING WITH AN INCORRECT ITEM MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.




I am missing an item from my order.


I'M MISSING AN ITEM FROM MY ORDER In the unlikely event you are missing an item from your order, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently: Your order number The name of the item you did not receive Once we've received the above info, our Customer Support team will get this sorted for you ASAP! ALL CLAIMS FOR ORDERS ARRIVING WITH MISSING ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.




Where is my order?


IN THE UNLIKELY EVENT THAT YOU DO NOT RECEIVE YOUR ORDER AFTER THE STATED DELIVERY TIME FRAME, PLEASE CONTACT US AS SOON AS YOU ARE AWARE AND NO LONGER THAN 7 DAYS FROM THE DELIVERY DATE STATED ON YOUR TRACKING.





Returns & Refunds

Returns Policy.


RETURN - Postage paid by sender. To make a return, email the customer service and obtain a Returns Number. You'll need your RETURNS NUMBER, e.g. #USRR123456 You'll need your ORDER NUMBER, e.g #US4123389 You'll need your EMAIL ADDRESS




Received faulty item.


We're sorry to hear you have received a faulty item! Please send us the following info: Your Order Number Item Name Photos that show: The fault as clearly as possible Full-length photo of the item Don't worry about sending your faulty item back to us, just keep hold of it until you've been in touch.




I still haven't received my refund.


You're still waiting on your refund, right? We know this can be annoying! Depending on the courier & country you're returning your item(s) with, it can sometimes take UP TO 14 WORKING DAYS (excluding weekends & public holidays) to be delivered and processed by our returns team. If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund. But if you need to get in touch with Customer Support about your return, please include in your message: 1. Proof of postage (like a receipt) 2. The tracking number 3. Your order number We'll then get back to you as soon as we can!




Can I exchange an item?


We currently don't offer exchanges. To make our returns process as easy as possible, we only offer refunds. If you'd like to know how to return your items kindly contact customer services.