QUESTIONS PERTAINING TO OUR WEBSITE
Why can’t I add certain items into my shopping bag?
A: All available items will be shown on our website. Certain items that do not have size option available or the “add to shopping bag” button is not shown, means the item is currently sold out. Please feel free to add the item to your Wish List and check back within one to two weeks for possible restock. Due to our limited supplies, we are unable to specify a date as to when an item will be restocked.
If an item is sold out, when will it be restocked? Can I be contacted if it is restocked?
A: Unfortunately due to our limited supplies, we are unable to specify a date as to when an item will be restocked. Please feel free to add the item to your Wish List and check back within one to two weeks for possible restocks.
QUESTIONS PERTAINING TO RETURNS
I just placed an order, and I would like to know if I can send it back if I don’t like it.
A: If you are dissatisfied with an item, you will have 30 days from receipt to return an item.
I wish to make a return, do you provide return label?
A: We can provide return labels in some countries. For returns of any damaged or wrongly sent items, we will gladly reimburse your standard return shipping cost. Please include a copy of the shipping receipt with your return and we will reimburse you accordingly upon receipt of the package.
QUESTIONS PERTAINING TO ORDERS
I made an online order but I have not received an order confirmation?
A: If an order has been successfully made online, you will be prompted with an order number immediately after the checkout process. An order confirmation email will automatically be sent to the email address on file. If you are uncertain if an order was placed or not, please contact us first before attempting to replace the order.
In my online account, the order status remains as “processing” but I made the order a few days ago?
A: Unfortunately at this time the online account does not show tracking numbers to all orders made. A shipping confirmation email will be sent to you once a tracking number becomes available. Please also check your Junk/Spam email folder as many automated emails are sent there by default. If you have any questions regarding your order status, please feel free to email our support team and include your order number for assistance.
My order is stated to be “pending”. What does that mean?
A: For your security, if you order is pending, please contact us immediately to verify and confirm the order. If you were sent an email from our verification department, you may respond directly back to the email as well.
Can I make a phone order?
A: Our system is not set up to receive phone orders. All orders have to be made online through our secured website.
I live locally, can I come in to pick up or exchange an item?
A: Unfortunately we are not open to the public and we do not have a physical store. All orders will be shipped out through our designated carriers and returns must be mailed back to us by following our return procedures.
How do I know the sizing for clothes and shoes?
A: Sizing chart is located here. Please refer to this chart for general sizing inquiries. Please keep in mind that each manufacturer/ brand may differ slightly in size. The chart provided is only for general reference.
How do I apply a coupon/code?
A: Please enter any coupon/code into the “Discount Codes “box and click the “apply” button. The system will then confirm if the coupon has been applied. Only ONE coupon can be used for each order. Please note, any coupons offered must be applied to an order at time of checkout only. Once an order has been submitted and confirmed online, we will not be able to adjust the order to add-on a coupon.
QUESTIONS PERTAINING TO SHIPPING POLICY
How long will Local & National shipping take to arrive at my location?
A: All orders will take 8-10 business days for processing (Saturdays and Sundays are not including to business days). Local & national shipping will take approximately 4-5 business days for delivery once the package has been released to the shipping carrier.
How long will International shipping take to arrive at my location?
A: All orders will take 8-10 business days for processing (Saturdays and Sundays are not including to business days). International shipping will take 5-15 business days for delivery once the package has been released to the shipping carrier. For international customers outside the UK, please be aware of your country’s import regulations. Tax and duty fees imposed by your government for the delivery of the package will be paid by the receiver.
I made an order with international shipping, but my order took longer than 10 days?
A: As stated under our shipping policy, all orders will require 8-10 business days for processing. Saturdays and Sundays are not including to business days. Once an order has been dispatched and released to the shipping carrier, it will then take 5-15 business days for delivery to your destination. For international customers outside the UK, please be aware of your country’s import regulations. Tax and duty fees imposed by your government for the delivery of the package will be paid by the receiver.
I want overnight shipping, do you offer this?
A: At this time we do not offer overnight shipping.
I am an international customer, and I would like expedited shipping.
A: We do not offer expedited shipping for international orders outside the UK due to extremely high shipping rates and the possibility for delayed delivery due to Custom regulations.
Please calculate my shipping cost for me.
A: Shipping costs for domestic and international orders will vary by the weight and the destination. Shipping cost will be calculated for your order during checkout only.
Which shipping company do you use for shipping?
A: For domestic UK orders we will use Royal Mail / Hermes. International orders will be shipped by DHL/SkyNet/Fedex/RoyalMail. For international customers outside the UK, please be aware of your country’s import regulations. The buyer will pay tax and duty fees imposed by your government for the delivery of the package.