FAQs
Below you’ll find quick answers to common questions about orders, shipping, and returns within the UK.
Collapsible content
What are your shipping times?
Orders are processed within 1–3 business days. Delivery within the United Kingdom usually takes an additional 4–6 business days, so most orders arrive in 5–9 business days from the date of purchase.
Do you charge for shipping?
No. Shipping is free for all orders delivered within the United Kingdom.
Which carriers do you use?
We work with trusted carriers such as Royal Mail, DPD, UPS, and Evri (Hermes). The carrier is chosen based on the size, weight, and destination of your package.
What is the order cut-off time?
Orders placed before 5 PM (London time) are processed the same day. Orders placed after 5 PM are processed on the next business day.
How do I track my order?
You will receive a tracking email once your order has shipped. Use the link provided to view the latest delivery updates.
What if my order is lost, damaged, or incorrect?
Contact our support team within 7 days of delivery (or after the estimated delivery window for lost orders) with your order number and any supporting photos. We will investigate and arrange a replacement or refund when appropriate.
What is your return period?
You may return items within 30 days of delivery if they are unused, in their original packaging, and in the same condition received. Proof of purchase (order number) is required.
Which payment methods do you accept?
We accept the following secure payment options:
Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay, Shop Pay, Discover, Diners Club, and Elo (where supported by your card issuer).
Who pays for return shipping?
Return shipping costs are the customer’s responsibility unless the return is due to our error (for example, a defective or incorrect item). Original shipping charges are non-refundable unless we made a mistake.
How do I start a return or exchange?
Email our support team with your order number and reason for return. Once approved, you’ll receive step-by-step instructions and a return address. Please do not send items back without authorization.
Can I request an exchange instead of a refund?
Yes. If you need a different size, color, or a replacement for a defective item, you can request an exchange within 30 days of delivery, subject to stock availability.
How long do refunds take?
Refunds are issued to the original payment method within 7 business days after we receive and inspect the returned items. Your bank or payment provider may need extra time to post the refund.
Can I cancel my order?
Cancellations are allowed before the order has been shipped. To cancel, contact support with your order number as soon as possible. If the order has already shipped, please follow the returns process once the order is delivered.