TOP DELIVERY FAQ'S
We work hard to deliver your items as quickly as possible. Below are some of our top FAQ’s but if you have any further questions please contact us on +44 (0)20 3946 3795 or email firstname.lastname@example.org
We use DHL Express for all international deliveries. We also offer international shipping to over 100 countries from our local sites for Europe and USA. Please use our US site for worldwide shipping. Please note that in some cases if DHL is not present in the shipping country a partner courier will be chosen to deliver.
HOW MUCH IS DELIVERY?
Please see our standard delivery charges outlined below:
|Delivery Location||Delivery Charge||Expected Delivery Timing|
|US Express Delivery||FREE OVER $50 ($15.00 under)||2-3 working days|
|UK Express Delivery||FREE OVER $40 ($3.95 under)||1-2 working days (Order before 1pm Monday-Thursday for Next Day Delivery)|
|EU Express Delivery||FREE OVER $50 ($10.00 under)||2-4 working days|
|Worldwide Express Delivery||FREE OVER $50 ($15.00 under)||3-6 working days|
HOW DO I TRACK MY ORDER?
When your order is ready to leave our warehouse you will receive an email to let you know. This will contain a tracking link which will become active once the courier has received your parcel. Use that link for regular tracking updates.
If you have provided a mobile number at checkout, you will also receive a tracking link via text message.
Don’t forget that our couriers work until 9pm so your order could arrive in the evening. If you're not in when the courier tries to deliver don't panic! You will receive a notification with further instructions.
DO I NEED TO SIGN FOR MY DELIVERY?
All orders sent by DHL require a signature on delivery. Please be aware that DHL is not a named delivery service which means that your order does not have to be signed for specifically by you. We will not be liable for any lost or missing orders that have been signed for at the delivery address. If the courier attempts delivery and you are not available, attempts will be made to redeliver again and a calling card will be left. If delivery is attempted multiple times and the delivery is not successful your order will be returned to the warehouse.
CAN I CANCEL OR AMEND MY ORDER?
We can attempt to cancel your order within 60 minutes of placing, please call us to request this on +44 (0)203 946 3795 but this can't be guaranteed. After this time we can't cancel before delivery, but you can return unworn items for free within 14 days of receiving your order.
If you believe that your delivery address is incorrect please call us ASAP. Address changes cannot be guaranteed however will be attempted.
DO YOU OFFER WEEKEND DELIVERY?
DHL don’t deliver on weekends or bank holidays but you can divert your delivery to one of over 1,000 DHL service points across the UK to make your delivery easy. You will receive a message from DHL which allows you to do this.
DO YOU HAVE ANY DELIVERY EXCEPTIONS?
We are unable to deliver to PO Box numbers, BFPO addresses, mail-forwarding addresses and temporary residence addresses. This is to ensure the safe and undamaged delivery of your order.
LOCAL IMPORT AND DUTIES TAXES
As all orders are shipped DDU (Delivery Duty Unpaid), this means all orders are subject to customs and import charges into the respective destination country if required on delivery. It is the responsibility of the customer to pay any applicable charges on delivery. The shipping company will contact you by email or telephone once your items are in customs to let you know the cost. This may delay your delivery time as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release the goods.
AVAILABILITY OF PRODUCTS FOR SHIPPING
Any items that are placed in your shopping basket are not reserved and may be purchased by other customers while you are browsing, in the unlikely case we run out of stock while you are shopping we will let you know if we are unable to fulfil your order. We may choose not to accept your order at our discretion for any reason without liability to you, for example if we are unable to obtain authorisation for payment, if shipping restrictions apply to an item, if an item is out of stock, if an item falls short of our quality control standards and is withdrawn or if you do not meet the eligibility criteria set out within the terms. We may also refuse to process and therefore accept a transaction for any reason to anyone at any time at our sole discretion. This includes refusing to process a transaction or unwinding or suspending any transaction after processing has begun.
After submitting an order, we will send you an order acknowledgement email. This email will include your order number and details of the items you have ordered from us. Please note that this email is an acknowledgement of your order and is not an acceptance of your order.
Payment will be debited from your nominated payment method as soon as your order has been dispatched.
Your order is insured by us during the time it is in transit until it is delivered to your specified delivery address. A signature is required for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by us, and transfer of responsibility in the same way.