Help - FAQ
We understand that things always don't go to plan, so we have setup some Frequently Asked Questions to help you should anything go wrong.
I have not received my package, what should I do?
You will have received a tracking number from us when your item was shipped. Please use your tracking number to track your item online and find your tracking information.
Many times a package may be at a deliver depot or shop waiting to be picked up or the courier may require further information. Should either of these be the case, please pick the item up or contact the courier and provide more information.
Should you still be unsure where your package is, please contact us and we can open a case with the courier.
Please be patient and allow extra time for deliveries during busy periods such as Black Friday, Christmas and New Year.
I have received my package but there is a problem with my item, what should I do?
Very rarely, there is a problem with an item which means that we have missed something in our quality control process or made a mistake in dispatch.
If you have received the wrong item, please picture the item that you have received, including any relevant tags, and send us the picture to our email address. State that you have received the wrong item and we will provide you with a pre-paid returns label and will send a replacement.
If you have received an item that is faulty or has signs of wear/damage, please immediately picture the item, including the tags, and send us the pictures to our email address. State that the item that you have received is faulty or damaged and we will provide a pre-paid returns label and replace the item.
In both cases, please do not wear, wash or remove the tags from the item.
I want to return my item but there's nothing wrong with it or it doesn't fit, what should I do?
If you would like to return your item because it does not fit or you simply have changed your mind, you are welcome to return the item within 30 days of receiving the item. Please ensure the item is unworn, unwashed and has all original tags and packaging. You will be responsible for the return costs. Please see more in our returns page.
I have returned my item but I have not received my refund yet, what should I do?
The first thing to do is check that your item has been delivered to us. You can check the tracking number of your package online.
If the item has been delivered, please allow us 48 hours to process your return and send you a confirmation email that you have been refunded.
If you have received your confirmation email but the money has not been refunded with 3 working days, the refund may be on hold from the payment provider. Please contact our customer service email and also contact your payment provider which you used to process the payment.
All of our refunds will refund the money back to the source from which you paid from.