Frequently Asked Questions
WHEN WILL I RECEIVE MY ORDER? Orders will be delivered within 3 - 7 business days via DHL, UPS or another reputable international courier service and will require a signature on delivery. You can track your order by clicking the link from your despatch email.
AM I ABLE TO TRACK MY ORDER? Yes. Once we dispatch your order for delivery, you will receive a unique tracking number by email. Once you receive the tracking number, you can check the status of your shipment.
CAN I AMEND MY ONLINE ORDER? Due to orders being processed by a third-party warehouse, we are unable to amend any orders after they have been placed. Should you wish to change your order, you will need to cancel your order and place a new order.
CAN I CANCEL MY ONLINE ORDER? You can cancel your order if the order has not been processed by our third-party warehouse. Please contact customer services to ensure the order can be cancelled before being processed. Our Customer Services team is available Monday to Friday between 9am and 6pm (GMT).
IN STORE COLLECTION? In store collection is only available on our £GBP site. If you would like to collect your order from one of our London stores, you will need to purchase via our £GBP website. Visit our UK website.
WHERE CAN I COLLECT MY IN STORE COLLECTION FROM? In store collection orders are available from both our Mayfair and Notting Hill stores.
HOW LONG WILL MY IN STORE COLLECTION TAKE TO ARRIVE? In store collection orders are delivered from our warehouse twice a week. You will be emailed when your order is ready to collect from the selected store.
CAN I GET AN EXCHANGE FOR MY ONLINE ORDER? We can process an exchange for a different size in the same product and colour but cannot exchange for a different product. If you would like to exchange for a different product, please send your original product back for a refund and place a new order online.
CAN I USE MULTIPLE PROMOTIONAL CODES? You can only use one promotional code at a time on the website. All promotional codes are valid for a limited time only and are subject to terms and conditions.
WHAT IS THE RETURNS POLICY? We offer a full refund for any full price product if the order is returned within 21 days and for any markdown product within 14 days. Please note the product(s) must be in a new and unworn condition with all packaging and tags attached. We cannot accept any used items and any such items will be returned to the purchaser.
HOW LONG WILL IT TAKE TO PROCESS MY REFUND? Although we endeavour to process returns as quickly as possible, returns can take 2-3 days to be processed once received in our warehouse and then a further 7 days for the refund to be processed. The refunded money should show in your bank account within 3 business days but can take longer.
HOW DO I RETURN MY ORDER OUTSIDE OF THE UK? All returns are the responsilbity of the customer, please ensure the package is clearly marked with 'BRITISH RETURNED GOODS’. Please note we are unable to refund any delivery, custom taxes or duties incurred outside of the UK.
HOW LONG DO I HAVE TO RETURN MY ONLINE SALE ORDER? You have 14 days to return your online sale order to receive a full refund.
I HAVE LOST MY RETURNS NOTE. HOW CAN I GET A NEW RETURNS NOTE? Please print this replacement return note. In order to ensure your return is processed in a timely manner please include all of your original order information including order number, name etc on the returns note.