FREQUENTLY ASKED QUESTIONS
WHAT IS A PRE-ORDER?
A pre-order is the reservation of an item that is yet to be made available for sale. Pre-order items are shipped upon the arrival of the products in the warehouse within the time that is stated on the item’s purchase page.
In pre-orders, purchases are debited at the moment the order is placed. Regarding order with available items and pre-orderable items, shipment will happen in 2 different phases: available merchandise will be shipped with standard shipping methods. Pre-orderable items will be shipped right after items are available in stock. A pre-order may only be cancelled prior to the shipment confirmation date, which will be notified at checkout.
WHAT IS YOUR RETURN & EXCHANGE POLICY?
Our full shipping, exchange, and returns policy can be found on the ‘Shipping and Returns’ page, here.
WHERE CAN I FIND SIZE AND FIT INFORMATION?
All size and fit information is available on the specific product page. Click on ‘Size Guide’ on each item to view the size guide. We have also provided model measurements. All garment fits are gender-neutral; please refer to the size guide available on each product page.
WHAT CURRENCIES CAN I SHOP IN?
Payment and refunds for all purchases and shipments are invoiced in Pounds (GBP).
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept the following payment methods:
- Debit & Credit Cards (Visa, Mastercard, American Express, Maestro)
- Apple Pay
- Google Pay
IS IT SAFE TO USE MY CREDIT CARD?
All online transactions performed on this site are through secured payment gateways provided by Shopify. For more information, please visit our Terms and Conditions.
WHY HAS MY PAYMENT BEEN REFUSED?
After the authorisation, a transaction may still fail. If the transaction fails after authorisation the funds will still be reserved on your bank account. Although they have not been debited, they may appear to have been collected. Please note that after authorisation the reserve can last up to 30 working days before it is lifted. This may change depending on banks and credit providers.
The reasons for such failure may simply be:
- The card limit has been reached
- The card information entered is wrong
- The card reached the maximum number of charges allowed in a period
- The billing address does not match with the cardholder details
- The card does not allow international transactions
- The card does not allow online transactions
- Depending on the country in which you are located you might have to call your bank to authorize your credit card for online, cross-border or overseas transactions.
- In other instances, the reasons may relate to the ever-increasing fraud prevention and other security measures implemented by debit/credit card companies to protect the cardholder against card abuse.
WHERE IS MY ORDER?
Our full shipping, exchange, and returns policy can be found on the ‘Shipping and Returns’ page, here. This includes information on when you will receive a tracking number, once your order has been confirmed by the warehouse and despatched.
CAN I CANCEL MY ORDER?
Orders are processed automatically; once you receive confirmation of your order, unfortunately it cannot be cancelled. If you wish to return your order, please check that it is eligible and meets our conditions for a Return.
DO YOU SHIP INTERNATIONALLY?
We are currently shipping only within the U.K. We will be updating our international shipping policies shortly.
HOW DO I CONTACT CUSTOMER SERVICES?
Please email us at firstname.lastname@example.org
Our customer service is available Monday to Friday, 9am to 5pm GMT. We will aim to reply to your query within 48 hours (on business days only); however, during busy periods this may take us a little longer.
ARE TAXES AND DUTIES INCLUDED?
VAT is included in our price. We are currently shipping only within the U.K. and therefore no additional duties apply.
CAN I AMEND SHIPPING INFORMATION?
Once an order has been placed and completed, we unfortunately are unable to change the shipping address.
DO I NEED TO SIGN IN TO SEE MY ORDER DETAILS?
Yes. In order to see your orders, please ‘Log In’ to your account and view Order History to see the relevant details.