FAQs

Yes, you can checkout as a guest or log in/register for an account.

No, items are not reserved until checkout is completed.

No, separate orders cannot be combined due to technical limitations.

Modifications aren’t possible after placing the order. To cancel before dispatch, contact customer service with your order number at [email protected].

We’re aware of a temporary issue affecting some order confirmation emails. Rest assured, if your payment was successful, your order has gone through and is being processed as usual. No action is needed from you. If you need confirmation of your order in the meantime, our Customer Services team will be happy to help. Check for typos in your email address or failed payment. If unsure, contact customer service at [email protected].

During promotional periods, despatch and delivery times may be extended to between 7 and 10 days due to exceptional levels of customer demand. However, most consignments will continue to be delivered within the normal time periods stated at checkout.

UK: Up to 7 working days
EU: Up to 2 weeks
Outside UK/EU: Up to 2 weeks

We cannot guarantee an exact delivery date. Please refer to the estimated timeframes above.

UK: Royal Mail
International: Royal Mail

Most orders arrive promptly without tracking. Tracked delivery is used only when necessary.

Please check your delivery address and contact customer service at [email protected] with your order number and correct address. We’ll arrange a new shipment once the parcel is returned to us.

UK: After 14 days
International: After 28 days

If your parcel is delayed beyond these timeframes, please contact us at [email protected]

Customers are responsible for the cost of the return postage. We would recommend an economy service.

Items can be returned within 28 days of delivery.

Return instructions and addresses are available on our Returns Page.

Please contact customer service with a photo or description of the issue. We’ll investigate and advise on next steps.

Yes, complete the exchange form included with your original item and please return the original item. Once received your replacement will be checked if compliant with out returns policy the replacement will then be dispatched in the correct size.

Yes, as long as items are secure for postage you are welcome to use any packaging.

Yes, just include the correct return slips for each order.

Only if the product is faulty. Ladders/runs must be present upon opening. Worn items cannot be refunded.

No, washed items are excluded from returns.

Refunds are processed within 2 weeks of receiving your return.

Refunds are issued to the original payment method. You’ll receive a separate credit note once processed.

Processing times vary by payment provider. Please allow time for the refund to appear.

Please refer to our Size Guide on the website for accurate fit.

Only one promo code can be applied per order.

If password reset emails aren’t arriving, you may not have an account yet. You can create one easily.

Log in to your account and go to the ‘Address Book’ to update or add delivery and billing addresses.