What communication will I receive after my order is placed?
Once your order has been placed, you will receive an order confirmation email with a summary of your order. You will also receive an email when your order is dispatched.
Not received an email?
Please check you junk, spam, updates and promotions folders.
Still not received an email? Please check the email address that you used to check out on our website. You can do this by logging into your account and checking your account details.
Why was my payment refused?
If your payment was refused, please contact your card issuer for more details.
If using Klarna, Paypal or another payment provider please contact them directly for more information on any refused credit terms.
If you are still having payment problems, please contact our customer service team on email@example.com
Can I change my order?
Yes. Please contact our customer service team at firstname.lastname@example.org who will be happy to help.
Please note, if your order has already been dispatched we are unable to make any changes and you will need to return your items before the exchange can take place.
P A Y M E N T
Are your site payments secure?
Yes, we use the latest encryption technology to secure any information that is passed between you and our site. Our servers are also stored in a secure location and protected by the latest firewall and software protection systems. For additional security your credit card details are never stored on our systems.
What credit/debit cards do you accept?
We accept all major credit/debit cards, apart from American Express.
What is 3D-Secure?
3D Secure or (Verified by Visa (VbV) and MasterCard®, Secure Code (MSC),) is the latest defence against online fraud. During the payment process your issuing bank will ask you a security question to authenticate that you are the owner of the card.
This page is different for every bank, and guidelines to this process will be displayed on the 3D-Secure page of your issuing bank.
When will I be charged?
You will be charged once you have completed your order and gone through the checkout process.
How much store credit do I have?
Please log in to your online account and check your store credit balance. Your credit can be used online or in in person at our Sunderland Derwent Street store.
D E L I V E R Y
When will my order be delivered?
We aim to dispatch UK orders within 48 hours (Monday to Friday). However this may be delayed during sales, promotional and busier periods.
How do I track my parcel?
Once your order has been processed and picked by our team, we will email you with the tracking information so you can follow your order with our chosen courier.
What if there is a problem with my package?
If there is an issue with your package , whether it appears to have been tampered with, an item is missing, or you are concerned about its general condition, you must inform us within 24 hours of receiving your parcel.
Which countries do you deliver to?
We deliver worldwide, although deliveries to EU member states are currently paused due to operational issues. If you are unable to select your country on our checkout system please contact us and we will resolve this for you.
How much do you charge for delivery?
You can review our latest delivery costs here.
R E T U R N S & R E F U N D S
What is your refund policy?
Find out all you need to know about our returns policy here.
How do I return an item?
Please complete the returns form that was included in your order.
Misplaced your returns form? Please contact our customer service team and request one be sent to you to download and print at home. email@example.com
How long will it take for me to receive my refund?
Please allow 3-5 working days for your refund/exchange to be processed.
Check our full returns policy here.
Can I exchange an item?
You can exchange an item within 30 days of your purchase provided you have notified us in writing within 14 days of receipt of your delivery.
Please complete the exchange form that was included in your order and return to us with the items you wish to exchange.
Misplaced your form? Please contact our customer service team and they will email you a new form to be downloaded and printed at home. firstname.lastname@example.org
P I C K U P
Can I pick up my order from your store?
Yes. please choose pick up in store at checkout. You will receive an email when your order is ready to collect.
What do I need to bring to pick up my order?
Please bring proof of your order (e.g. your order number) with you once your have received an email from us to confirm your order is ready to collect.
Can I send someone else to pickup my order?
Yes. They will need to bring proof of the order (e.g. the order number) with them in order for us to release your order to them.