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FAQs

“Can I cancel/amend my order?”
When your order is placed, our warehouse begin to pack it right away to ensure it reaches you in good time. This means that it is unfortunately not possible to add to, amend or cancel an order once it has been placed. Your purchases can be returned for a refund or exchange within 14 days. If you have forgotten to purchase an item, you will need to place a secondary order.
You may return an order once it has been received by following our returns process. For further information and conditions please refer to our Returns Policy.
 
“Where is my order?”
When your order is dispatched, you’ ll receive a confirmation email from us. This will inform you which carrier we have used to deliver your package, and of your tracking number.
Please track your order directly with the relevant link below:

If you have not received a confirmation email, please contact our Customer Services team.

“What does your outer packaging look like?”
For your privacy all our orders are sent in discreet outer packaging. No company information is disclosed on the box. However, please note for international orders there is an external document attached which lists our products for custom purposes.

“I sent back my return but I have not heard anything”
Returns take a full 14 business days to be processed, and you will be emailed once this has been completed. We advise all customers to retain their proof of postage receipt issued by the delivery carrier. If you are concerned that your item has not been received, please track your parcel using this proof of postage so we can follow its return journey.

“I’ve received a faulty or incorrect item”
If in the unlikely event that an item you have received is incorrect or faulty, we recommend you return the item at your earliest convenience, using the pre-paid returns labels and include a note requesting a replacement or the correct item. Please be assured you do not need to contact us before returning the item/s.

“Can I exchange my order for a different style?”
We are only able to offer size exchanges. If you wish to purchase an alternative style, then please return your purchase for a refund and place a new order on our website. Alternatively, please contact our Personal Shopping team who would be delighted to place it for you on the telephone.

“I am worried my size is going to sell out before my exchange is processed”
If you are concerned, we suggest you place a new order on the website and return your purchase for a refund.

“I’ve lost my returns note”
Don’t worry! If you’ve misplaced your returns note, simply download and print a new form.
If you don’t have access to a printer, please contact Customer Services.