Frequently asked questions (FAQ)

Delivery

Delivery options & times

Delivery option Delivery times Delivery cost
UK Next Day Delivery Order before 
11pm
£4.99 per order
UK Standard Delivery Up to 5 working days £3.99 per order
DPD Precise Delivery Select your preferred day and DPD will send you a 1hr delivery window £5.99 per order
Hermes Standard Parcel Collection Up to 5 working days Find out more £3.99 per order
Hermes Next Day Parcel Collection Arriving in shops between 12pm and 5pm if ordered before 
11pm
£4.99 per order
Inpost Next Day Locker Collection (Contact-free) Collection next day if ordered before 
11pm
, Sunday to Friday. Orders placed on Saturday will be delivered Monday. Find out more
£4.99 per order
Can I cancel or edit my order?
I received a faulty item what do I do?
My tracking is showing that my parcel is being returned to sender

The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us, you can wait for your parcel to come back and we will give you a refund when it does. A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system.

If the carrier was unable to deliver this time it may be worth checking out the carriers app, many of our carrier will allow you to add instructions for the driver or a preferred safe place / neighbour for your parcel to be left with if you're not in. We also have other delivery options such as click & collect and locker collection which may be more suitable for future deliveries.

Returns

How do I return?

Greece returns are FREE using the returns portal; you have 28 days, from the day you receive it, to send something back. You can return via the returns portal, by clicking the link below.

For International returns you will need to pay for your return, you will need to get your returns label via the portal. Please use the address label provided, any handwritten address labels will cause delays with your refund and may mean you need to pay import VAT and a customs duty charge.


  •  1

    Repack your items. No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof.

  • 2

    Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.

  • 3

    Select your preferred return option (Print returns label at home or in store options). Once you have processed your return in the portal you're ready to post it off.

  • 4

    You'll get an email once we receive your returned item.

Good to know...

Returns via the portal are fully tracked. You don’t need to remember to keep your proof of postage – it’s all digital!

For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached. This does not affect your statutory rights.

If you’ve received an item that’s not in perfect condition please head over to our Contact Us section so we can get this fixed for you.

Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.

Using your own method of return, refunds will only be processed once the items have arrived to our warehouse. If your items don’t make it back to us, you’ll need to open a dispute with the carrier. You may be liable for import VAT (normally applied to goods over £15) and pay a custom duty charge (if your order value is over £135).

When will I receive my refund?
How long do I have to return?
Can I exchange instead of a refund?

Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

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