Frequently Asked Questions

Do I need an account to place an order?

No, you can use the guest checkout to complete your order, all you need is an email address. With an account you can save your personal and payment details, speeding up the order process, as well as save items to your Favourites list.

 

I have forgotten my password: what should I do?

Follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

 

How do I place an order?

  • Choose your products by using the search function at the top of the page, or filter by category.
  • Select your products, including size, colour and other variations and select ‘Add to cart’. Once all products have been added, you can select ‘Checkout’.
  • Sign in to your account or proceed using guest checkout.
  • Enter your address, payment method and delivery details to complete your order.
  • We will then confirm your order via email.

 

What payment methods do you accept?

We accept Visa, Mastercard, Apple Pay and Google Pay. Payments using American Express, AliPay and PayPal and Klarna are also available in supported regions.

 

What currencies can I shop in?

This is determined by your shipping destination and will be displayed at checkout before completing your purchase. If your local currency is unavailable, your order will be charged in GBP.

 

When will my order be delivered and can I track my order?

Delivery times will depend on the options you select at checkout. You will be able to track your orders using the details emailed to you following order confirmation.

 

How much will I be charged for delivery?

This will vary depending on the size, weight and destination of your chosen products. The cost will appear at the checkout.

 

Will I need to pay duties?

If your products are being delivered from abroad there may be import duties for you to pay to bring your products into your destination country. We are working on including applicable taxes and duties at checkout, where possible, and we hope to have this available in the near future.

 

Can I claim VAT back on my purchase made?

For orders to the UK, UK VAT is applied, meaning that they are not eligible for a VAT refund. For international orders, UK VAT is not applicable and will be deducted from the price shown on the website during checkout with local taxes will be applied to your order.

For UK customers, if you’re disabled or have a long-term illness, you will be eligible for VAT relief on products designed or adapted for your own personal or domestic use. To reclaim VAT charged on eligible products, you will need to complete a declaration form. Please contact us for this and we will advise you of the process. We will let you know if the products you have purchased are eligible for VAT relief. We are currently working on including any VAT relief, if eligible, on checkout.

 

Why can't certain items be shipped to me?

Not all our products are available for international delivery.  The brands on our site determine where their products are distributed to, so some may not be available to purchase in all regions.

We currently only sell to customers from the UK and Europe and we plan to sell to other regions in the future.

 

How do I return items to you?

To return an item just fill in a returns form. We will then advise you of the process by which products can be returned. You must pay the direct cost of returning the products.

 

What is your refund policy?

We offer a refund on any products cancelled within 14 days of the delivery as well as standard delivery costs incurred to deliver the order to you. Any cost related to the return of products when arranged by us will be deducted from your refund.

You must return products in original packaging, unused and suitable for resale no later than 14 days after the day on which you inform us of your decision to cancel an product.

In some instances, we are unable to offer refunds or exchanges. This includes products which are bespoke, made-to-order, personalised or customised. We are also unable to offer refunds or exchanges on perishable products, as well as products which have had their protective seals or strips removed or damaged.

For full details, please see our Terms and Conditions.