Frequently Asked Questions
Order Related
I'm having trouble placing an order, what do I do?
Can I change or cancel my order?
Once your order has been placed, we work hard to get this out to you as quickly as possible, which means it isn’t possible for us to make changes to your order. However, if your order is still in our warehouse, we may be able to cancel it so you can place a new one instead. Please contact us as quickly as possible so we can do our best to help you.
Where is my order?
We’ll keep you up to date with email updates throughout the order process so you know when your parcel gets dispatched. You’ll also be able to track your order by clicking the tracking link in your dispatch confirmation email.
Alternatively, if you have an account, you can log into ‘My Account’ and visit the ‘Order History’ page where you can view details of your order and track the delivery.
What happens if my order is faulty or incorrect?
Firstly, please let us sincerely apologise. We pride ourselves on the quality of our garments so we are very disappointed to hear your item/s haven’t met your expectation. Please contact our Customer Service Team as soon as you discover a fault or issue and we’ll endeavor to sort any issues out straightaway. For more information on faulty returns, please read our full Delivery & Returns FAQs.
I'm missing an item from my order, what do I do?
We’re sorry there’s an item missing from your order. Before contacting our Customer Services team, we recommend checking if any item(s) you ordered may have been out of stock – it’s worth checking your emails (including your junk/spam) to see if we’ve sent you an email about this.
If you have an item missing from your order, please let our Customer Service Team know within 14 days of your order being delivered and we’ll do our best to help you.
Shipping & Returns
Can I change the shipping address on my order?
We try to be super quick on sending your order out to you and often it will not be possible to change the shipping address, however please contact our Customer Service Team by email at [email protected] and we will do our best to help.
I have not received my order within the specified time period, what do I do?
How do I return an item?
Please contact us via email directly. Due to time zone differences, we may not be able to reply to you immediately, but we will do our utmost to address your needs.
Return Eligibility
To qualify for a return, the item must:
Be unworn, unwashed, and unaltered
Have all original tags attached
Be returned in their original condition and packaging
- Show no signs of wear or direct contact with skin
Because proper fit is important, we recommend trying on items while wearing your own underwear. For hygiene reasons, merchandise that shows signs of wear or direct skin contact will not be accepted.
Payment
What payment methods do you accept?
You can pay for your order by Visa, Mastercard and PayPal. All orders are placed in a secure environment to protect our customers.
When will my card be charged for my order?
The funds will be ring-fenced on your card when the order is placed, and you will be charged for the items when we dispatch your order.
How do I use PayPal to pay for my order?
PayPal is a safe, fast and easy way to pay for your order. To pay with PayPal, you’ll need a free PayPal account which is linked to your bank account or debit/credit card. You can select PayPal Express on the Bag page or select PayPal in the payment method stage of the checkout, where you will be redirected to the secure PayPal login page to sign in using your PayPal email address and password. Select the ‘Pay Now’ button to confirm your payment. You will receive a confirmation email from PayPal once the money has been transferred, as well as an order confirmation email from us.
Account
Do I need an account to shop online?
No, you can shop with us as a Guest using our Quick Checkout option. You will have the opportunity at the end of the checkout to create an account if you wish, so next time you shop with us you can enjoy a faster checkout, online order tracking and more.
I've forgotten my password, what do I do?
If you have forgotten your password, you can reset it by clicking here and choosing ‘Forgot your Password?’ Simply enter your email address and we’ll send you an email with password reset link. If you have not received a password reset link within 24 hours, please contact us.
How do I change my personal details?
You can update your personal details, such as contact information, email address and shipping addresses by logging into your account.
How do I unsubscribe from emails?
To unsubscribe from our marketing emails, please click the link at the bottom of one of the newsletters. You can also unsubscribe by logging into your account and clicking ‘Update Personal Details’. If you experience any problems, please email us at [email protected].