FAQ
Frequently Asked Questions (FAQ)
🛍️ Orders
How do I place an order?
Simply browse our collections, add your favourite items to your cart, and proceed to checkout. Follow the steps to enter your shipping and payment details.
Can I cancel or change my order?
Orders can only be changed or cancelled within 6 hours of placing them. After this, your order may already be processed and shipped.
Will I receive an order confirmation?
Yes — once your order is placed, you’ll receive a confirmation email with your order details.
🚚 Shipping & Delivery
Where do you ship?
We currently ship to the UK, US, Canada, and Australia.
How long does delivery take?
Delivery times vary depending on your location and stock availability. Orders are shipped from the closest warehouse when possible, but may arrive in separate parcels if items ship from different locations.
Why did my order arrive in multiple packages?
To speed up delivery, items may ship from different warehouses — especially during high demand periods.
What shipping carriers do you use?
We work with trusted carriers including Royal Mail, EVRi, UPS, and Australia Post.
📦 Tracking
How can I track my order?
Once your order is shipped, you’ll receive a tracking number via email so you can follow your delivery.
🔄 Returns & Exchanges
What is your return policy?
We offer a 30-day return window from the date your order is delivered.
To be eligible:
- Items must be unused and in original condition
- Original packaging must be intact
- Items must be free from damage, hair, or debris
Do I have to pay for return shipping?
Yes, customers are responsible for return shipping costs.
Can I exchange an item?
Yes — you can request an exchange (e.g. for a different size) within the return window.
💸 Refunds
When will I receive my refund?
Refunds are processed within 48–72 hours after your return is received, and may take up to 5 business days to appear in your account.
When are refunds not issued?
Refunds may not be issued if:
- Incorrect shipping details were entered
- The wrong size was selected at checkout (exchange may still be offered)
⚠️ Damaged or Incorrect Items
What if my item arrives damaged or faulty?
We’ll replace it immediately. Just email our support team with a photo of the issue for a quick resolution.
📍 Address Issues
What happens if I entered the wrong address?
If your order hasn’t shipped, contact us immediately. If it has already shipped, we may not be able to change it or offer a refund.
💳 Payments & Security
What payment methods do you accept?
We accept secure payments via major providers such as credit/debit cards, PayPal, and Shopify Payments.
Is my payment information safe?
Yes — your payment details are processed securely, and we do not store full card information.
📩 Contact
How can I contact you?
🎄 Seasonal Returns (Optional Section)
Do you offer extended holiday returns?
Yes — items purchased during the holiday period can be exchanged until January 9th (for qualifying dates)