You spoke and we listened, we now have clearer and more detailed delivery information.
If you require any more information on the process then please do not hesitate to contact our customer service team by followingthis link. The website says were closed? Don't worry! We can still be contacted via our facebook page as well as our‘contact us’page.
Standard UK delivery:
All standard UK deliveries are free when you spend £75 or more and are estimated to be with you within 3-5 working days of placing your order. However, during busy periods this may not be possible, but don't worry! If any issues do appear with your order then our customer service team will contact you immediately.
Each order is expected to have a minimum of a 24 hour handling time.
Any orders under £75 come with a £3.95 standard delivery charge.
Delivery to areas such as Ireland, the Scottish Highlands and outlying parts of the UK mainland is estimated to take an extra 24 hours handling time on top of the standard delivery time due to shipping processes. Not sure if your area counts? Don't panic! A member of our customer service team will contact you and let you know if this does apply to your area.
Please note that during peak periods such as Christmas, Valentine's Day, Father's Day, etc there may be a slight delay in the despatch of your order, so please allow extra time for delivery.
All of our parcels are delivered through Royal Mail, Parcelforce, DPD, or DHL. All orders that leave our warehouse are tracked to ensure a secure delivery service.
Want to track your order yourself?
It's simple! Once your order has left our warehouse we will send you a confirmation email which contains your tracking number to follow your parcels progress.
Our express tracked delivery service is estimated to get your package to you within 3 working days, including handling time, The cost for this service is £5.95 on all orders.
We are always happy to ship orders globally. The cost of this varies according to value, weight, and volume of your parcel along with its destination. To find out the delivery charge and delivery time for your country, use our ‘get shipping estimates’ page when you navigate to your basket.
How do you use the shipping estimates page?
1) Add the products you want to purchase to your basket.
2) Navigate to the basket and fill in the area entitled GET SHIPPING ESTIMATES
3) Click CALCULATE SHIPPING and wait for prices and options to be shown.
4) Select the method you require and continue to the checkout.
5) If nothing is shown please contact our customer service team so they can assist you.
If you have ordered pre-order items with a launch date, we will then reserve your total order until the launch date. The total order will be processed by us on or before the day of the launch.
Want to cancel your order?
We understand that from time to time orders may need to be cancelled or quantities of certain items may need to be lowered for multiple reasons. Regardless of the reasons, we will always accept the change, as long as the change is made in the first 1 hour after placing your order. If the change is made any later than the first 1 hour, we will not be able to rectify the change and you will still be charged for the original worth of the order. If you still wish to change your order after this then you would need to go through our returns and exchange procedure.
Lost or damaged items?
Whilst every effort is made to ensure that your item arrives in a timely and un-damaged manner by using reputable carriers, things can go wrong. Any claim for loss or damage in transit will be subject to our claims procedure and thoroughly investigated by ourselves, Royal Mail, Parcel Force, DPD & DHL. If your delivery is not correct you have 3 working days from the day of delivery to report this to us for investigation.
If you receive a faulty or damaged item then please contact our customer service team immediately so that we can get this sorted for you, explaining the fault of the item so that we can help you in the best way possible. In incredibly unlikely circumstances, we may ask you for an image as proof of a fault to then send on to our suppliers so that an investigation can be raised as to why the fault occurred. If this is the case then our customer service team will simply ask you to email them a clear image of the fault so that they can then forward that on for you.
If you wish to return your item, head over to our returns center to carry out the following steps:
To begin the process, enter the email address/phone number that the products were ordered with, along with your order number. Your order number is located on your invoice which is emailed to you once your order has been processed. Can't find your order number? Not to worry! Simply drop our customer service team an email and they will be able to locate your order number for you.
Once you have entered the required information, click start.
You will then be issued with a returns label to print off and use on the front of the package which can then be taken to any local post office and will immediately be bought back to our warehouse.
Returns are only valid 30 days after order has been fulfilled. All UK returns will have a cost of £2.99 which is deducted from your refund. All items that are being returned must be clean and in the same condition, they were when they left our warehouse. If an item arrives dirty then we are unable to process your return request. The product will then be returned to you at your own cost. This clause is in accordance with the Health and Safety at Work Act 1974. We will not accept returns on any form of undergarments.
Custom made products are non refundable.
What happens next (replacement)?
Once we have received your product this will be processed as below:
If you would like an exchange and the item is in stock at our warehouse, we will endeavor to get the item shipped to you within 48 hours. However, if the item you have requested is out of stock, you will be refunded.
What happens next (refund)?
If you would like a refund instead of an exchange, then the process will go as follows:
Similar to an exchange, Once we have received your product this will be processed as below;
Once we have received the item back, we will examine the issue. If it is a fault on the supplier's behalf then we will raise an immediate investigation with them. A full refund can be expected within 14 days of us receiving the returned item. The refund will go back onto the card that was used to make the purchase via credit, debit or PayPal.
If you require any more information on the process then please do not hesitate to contact our customer service team by following this link. Does the website say we are closed? Don't worry! We can still be contacted via our facebook page as well as our ‘contact us’ page.