I want to change my order
We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:
- Changing the item or size
- Delivery/billing address
- Adding items to your order
- Shipping method
There is a 15-minute window where you can cancel your order by locating the order in your account section and hitting the ‘cancel order’ button
After 15-minutes, it is too late to cancel the order and you’ll need to follow our returns process. Check it out here.
If you don’t have a customer account, we’re unable to cancel the order for you.
My order status is unfulfilled
If your order is marked as ‘unfulfilled’, this just means we’re still preparing to get your order out the door.
During peak periods, it may take a little longer to get orders out the door but we’ll endeavour to keep within our delivery estimate and will keep you updated with any potential delays.
If your order hasn’t arrived by the end of your delivery estimate, get in touch with support, we’ll get right on it.
I've placed an order but haven't received a confirmation email
Not to worry, this usually means that the email you used to place the order may have had a spelling mistake or the email may have gone through to your junk mail.
If you’re still not sure, get in touch (firstname.lastname@example.org) and provide us with the following details:
- Full name used to place the order
- Delivery address
I have received a faulty item
In the event you have received a defective item, please contact us immediately (email@example.com) with the following information:
- Your order number
- Which item is damaged
- A description
- Photographic evidence
If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support!
All claims for parcels arriving damaged must be made within 7 days of the delivery date.
Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or replacement.
Once we’ve received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.
Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.
You have sent me the wrong item
In the unlikely event you have received the wrong item, please contact us (firstname.lastname@example.org) immediately with the following information:
- Your order number
- The name of the item you did not receive
- The name of the item you received in it’s place
- A photograph of the item you have received
Once we’ve received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction.
Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.
You may be required to return the incorrect item back to us, but a member of the customer support team will advise you if/how to return the item.