FREQUENTLY ASKED QUESTIONS

PRODUCT & STOCK

 

What size am I?
To help find your perfect fit, head to our size guide which you can access via each product page, or through the following link: "what’s my size?". All of our items on our site are listed using uk sizing, unless stated otherwise.

 

The product I want is out of stock, when will you be restocking?

We prioritise small and limited runs of production, so restocks aren't always guaranteed. But, if the product you've got your eye on is out of stock, then you can sign up to the waitlist. That way, you'll be the first to know if and when it comes back in stock.

 

Will be expanding your size range?
Yes, as we grow as a brand our hope is to, bit by bit, incorporate a wider range of sizes. With every restock and each new product launch, there will see a wider range of sizes on offer. Our goal is to be as inclusive and accommodating for people of all sizes.

 

 

PAYMENT OPTIONS

 

Which payment options do you accept?
We currently accept the following payment methods: visa, mastercard, american express, maestro, shop pay, apple pay, google pay, paypal (and paypal express checkout). We also offer a variety of interest free credit schemes, such as clearpay, buy now, pay later with klarna (pay within 30 days), buy now, pay later in 3 instalments with klarna.

 

How do I use my e-gift card?
All of our e-gift cards contain a unique voucher code. To redeem your voucher, simply can use this code in the 'discount code' section at checkout.

 

How do I use my discount code?
To redeem your discount, simply enter a valid code in the 'discount code' section at checkout to get money off your order.

 

I forgot to add my discount code, can it be applied after placing my order?
Unfortunately, once your order has been confirmed we can't apply a discount code. But make sure to save it for your next order, if it's still valid.

 

 

DELIVERY

 

Where do you ship to?
We can ship to pretty much anywhere!

 

How much does shipping cost?
For all domestic orders (within the uk), we offer free standard shipping (between 2 - 5 business days) for all orders over £100. For any orders under £100, standard shipping is charged at £5 for domestic orders. We also offer express shipping within the uk (between 1 - 3 business days) for £10. The most accurate and up-to-date shipping rates for international orders will always be provided at checkout. Please be advised that delivery to some countries may require additional customs and duty charges. 

 

When will my order arrive?
Your wait time will depend on which delivery method you chose, and trust us it'll be damn well worth the wait. We always try to get your orders dispatched on the same day by the next working day. We will keep you updated on the progress of your order with regular emails at each stage of the dispatch and delivery process. Once your package is on its way, you will receive a shipping notification including a tracking link of your shipment. You can track and check the status of your package at any time using the link in the shipping notification. Please note that it may take up to 24 hours for the tracking status to appear.

Haven’t received a notification containing your tracking link? Make sure to check secondary inboxes or spam folders for the missing email. If you can't track it down then please contact us using our customer care form.

For our upcoming made-to-order pieces, the expected lead times will always be provided on the product page.

 

Can I change my delivery address after I've placed my order?
Please be sure to check that all your billing and shipping information is correct because, once your order is confirmed, we can no longer change your delivery details. 

 

 

DUTIES & TAXES

 

Question on duty charges?
Custom charges are the sole responsibility of the customer. We recommend contacting your local customs authorities for details on any additional customs charges you may be required to cover before placing your order. We ship all of our productions from within the united kingdom, so domestic orders face no additional charges. However, because of brexit, shoppers residing in the eu will now face additional customs charges from the delivery company.

 

Do we have to pay additional charges for vat?
No, our products are inclusive of all value added tax. As our customer, you are not required to pay additional vat charges. However, depending on where you are, you may need to cover customs costs.

 

 

ORDER ISSUES

 

What do I do if I've received a damaged, defective, or incorrect item?
It is unlikely that such a scenario will arise. But mistakes do happen. If you ever receive a damaged, defective, or incorrect item, please accept our apologies, and contact us as soon as possible so we can resolve this issue.

 

 

RETURNS & REFUND

 

I've changed my mind, how do I return an item?
We're sorry to hear that you haven't yet found your perfect match. We do accept returns for items that are in their original condition (tags attached, no body or perfume odour, make up etc.) And in their original packaging. For full details on our return policy as well as instructions on how to return your order, please visit our returns & refunds page.

 

If I return my order, how much will I get refunded?
If all the products in your item(s) meet our returns conditions, you will be refunded for the full cost that you have paid for your item, minus delivery charges. We don't reimburse original shipping costs. If your order included any qualifying promotional items, such as a free gift bag or scrunchies, then these will need to be returned too, otherwise their cost will be deducted from you total refund.

 

When will I get my refund?
We will notify you once we’ve received and inspected your return. If the return has been accepted, you’ll be automatically refunded on your original payment method. Please bear in mind that it can take some time for your bank or credit card company to process and post the refund too. It generally takes 3-5 working days, however, this may vary depending on your bank. Please allow up to 14 working days.

 

Do you offer exchanges?
We're sorry but unfortunately we don't offer exchanges at the moment. The quickest way to guarantee that you get the item that you want is to simply return the item you no longer want, and to place another order.

 

 

CONTACT US

 

How can I get in touch?
We're always happy to lend a helping hand. If you need to get in touch for any reason, please fill out our customer care form via our contact us page.

 

PRODUCT & STOCK

 

What size am I?
To help find your perfect fit, head to our size guide which you can access via each product page, or through the following link: "what’s my size?". All of our items on our site are listed using uk sizing, unless stated otherwise.

 

The product I want is out of stock, when will you be restocking?

We prioritise small and limited runs of production, so restocks aren't always guaranteed. But, if the product you've got your eye on is out of stock, then you can sign up to the waitlist. That way, you'll be the first to know if and when it comes back in stock.

 

Will be expanding your size range?
Yes, as we grow as a brand our hope is to, bit by bit, incorporate a wider range of sizes. With every restock and each new product launch, there will see a wider range of sizes on offer. Our goal is to be as inclusive and accommodating for people of all sizes.

 

 

PAYMENT OPTIONS

 

Which payment options do you accept?
We currently accept the following payment methods: visa, mastercard, american express, maestro, shop pay, apple pay, google pay, paypal (and paypal express checkout). We also offer a variety of interest free credit schemes, such as clearpay, buy now, pay later with klarna (pay within 30 days), buy now, pay later in 3 instalments with klarna.

 

How do I use my e-gift card?
All of our e-gift cards contain a unique voucher code. To redeem your voucher, simply can use this code in the 'discount code' section at checkout.

 

How do I use my discount code?
To redeem your discount, simply enter a valid code in the 'discount code' section at checkout to get money off your order.

 

I forgot to add my discount code, can it be applied after placing my order?
Unfortunately, once your order has been confirmed we can't apply a discount code. But make sure to save it for your next order, if it's still valid.

 

DELIVERY

 

Where do you ship to?
We can ship to pretty much anywhere!

 

How much does shipping cost?
For all domestic orders (within the uk), we offer free standard shipping (between 2 - 5 business days) for all orders over £100. For any orders under £100, standard shipping is charged at £5 for domestic orders. We also offer express shipping within the uk (between 1 - 3 business days) for £10. The most accurate and up-to-date shipping rates for international orders will always be provided at checkout. Please be advised that delivery to some countries may require additional customs and duty charges. 

 

When will my order arrive?
Your wait time will depend on which delivery method you chose, and trust us it'll be damn well worth the wait. We always try to get your orders dispatched on the same day by the next working day. We will keep you updated on the progress of your order with regular emails at each stage of the dispatch and delivery process. Once your package is on its way, you will receive a shipping notification including a tracking link of your shipment. You can track and check the status of your package at any time using the link in the shipping notification. Please note that it may take up to 24 hours for the tracking status to appear.

Haven’t received a notification containing your tracking link? Make sure to check secondary inboxes or spam folders for the missing email. If you can't track it down then please contact us using our customer care form.

For our upcoming made-to-order pieces, the expected lead times will always be provided on the product page.

 

Can I change my delivery address after I've placed my order?
Please be sure to check that all your billing and shipping information is correct because, once your order is confirmed, we can no longer change your delivery details. 

 

DUTIES & TAXES

 

Question on duty charges?
Custom charges are the sole responsibility of the customer. We recommend contacting your local customs authorities for details on any additional customs charges you may be required to cover before placing your order. We ship all of our productions from within the united kingdom, so domestic orders face no additional charges. However, because of Brexit, shoppers residing in the eu will now face additional customs charges from the delivery company.

 

Do we have to pay additional charges for vat?
No, our products are inclusive of all value added tax. As our customer, you are not required to pay additional vat charges. However, depending on where you are, you may need to cover customs costs.

 

ORDER ISSUES

 

What do I do if I've received a damaged, defective, or incorrect item?
It is unlikely that such a scenario will arise. But mistakes do happen. If you ever receive a damaged, defective, or incorrect item, please accept our apologies, and contact us as soon as possible so we can resolve this issue.

 

RETURNS & REFUND

 

I've changed my mind, how do I return an item?
We're sorry to hear that you haven't yet found your perfect match. We do accept returns for items that are in their original condition (tags attached, no body or perfume odour, make up etc.) And in their original packaging. For full details on our return policy as well as instructions on how to return your order, please visit our returns & refunds page.

 

If I return my order, how much will I get refunded?
If all the products in your item(s) meet our returns conditions, you will be refunded for the full cost that you have paid for your item, minus delivery charges. We don't reimburse original shipping costs. If your order included any qualifying promotional items, such as a free gift bag or scrunchies, then these will need to be returned too, otherwise their cost will be deducted from you total refund.

 

When will I get my refund?
We will notify you once we’ve received and inspected your return. If the return has been accepted, you’ll be automatically refunded on your original payment method. Please bear in mind that it can take some time for your bank or credit card company to process and post the refund too. It generally takes 3-5 working days, however, this may vary depending on your bank. Please allow up to 14 working days.

 

Do you offer exchanges?
We're sorry but unfortunately we don't offer exchanges at the moment. The quickest way to guarantee that you get the item that you want is to simply return the item you no longer want, and to place another order.

 

CONTACT US

 

How can I get in touch?
We're always happy to lend a helping hand. If you need to get in touch for any reason, please fill out our customer care form via our contact us page.