I’ve received a faulty/damaged/incomplete order, what should I do?
They’re really sorry that this has happened. Please contact them and their friendly customer service team will be happy to resolve this for you.
When will I receive my standard delivery order?
You’ll receive your order within 3-5 working days. If any items will take longer to arrive, they’ll let you know when you add them to your shopping bag. Their couriers work between 8 am and 8 pm, so please allow until 8 pm for delivery.
You can track the progress of your order online – simply sign in to your account and click ‘Track Your Orders’ for the latest event. They’ll also keep you updated by email.
My order hasn’t arrived, what should I do?
They’re really sorry that you haven’t received your order yet. If it’s been more than 7 days since it was sent out to you, please contact them– their friendly customer service team will be happy to help.
Can I exchange an item?
They’re really sorry, but they’re unable to offer an exchange service. The quickest way for you to order a different colour or size is via their website. Alternatively, you can call 0871 231 2000 (calls cost 13p per minute plus your phone company’s access charge) and speak to one of their friendly advisors, who’ll be happy to place the order for you. Please allow up to 7 days for your returned items to be credited back to your account. If you paid by card for your order, please allow a further 5 working days for your card to be credited.
How long do I have to return my order, and what happens if I return it late?
Once you’ve received your order you have 28 days to decide whether you want to keep it or not. Please note that their return policy does not apply to all of their items; for more information please see the terms and conditions.
If you send items back to them after 28 days, they reserve the right to send them back to you at your own expense. Depending on how you paid for the order, the charge will either be applied to your personal account or deducted from the refund made to your credit/debit card.