Frequently asked questions
Shipping
Where do you deliver?
The destinations currently available are shown during checkout. If your destination is not offered, contact us before ordering.
How is delivery priced?
Available delivery methods and their current cost are calculated at checkout for the selected destination.
When will my order be dispatched?
Dispatch information is provided with your order confirmation and any subsequent fulfilment update.
Can I track my delivery?
If tracking is available for the selected service, its link is included in the fulfilment notification.
Can I change the delivery address?
Contact us as soon as possible. An address can only be changed before fulfilment begins and where the carrier permits it.
What happens if a parcel is delayed?
Use the tracking information first, then contact us with the order number if the carrier has not provided a useful update.
Are duties included?
Any duties or taxes shown during checkout are part of the checkout total. Requirements can vary by destination.
Can I use a collection point?
Collection-point options appear at checkout only when they are supported for the destination and service.
What if my parcel arrives damaged?
Keep the packaging, photograph the parcel and item, and contact us with the order number so the issue can be reviewed.
Where can I see the latest delivery terms?
The current checkout information and store policies govern each order. Review them before payment.
Returns
Can I return an item?
Return eligibility is determined by the current store policy and the item's condition. Review that policy before ordering.
How do I start a return?
Contact us with the order number, item and reason. We will confirm whether it is eligible and provide the applicable steps.
What condition must the item be in?
Keep items unworn, unwashed and with their original labels while you decide. The current returns policy contains the full requirements.
Can I exchange a size or colour?
Availability changes. Contact us with the order number and requested option so the current route can be confirmed.
Are any items excluded from returns?
Any exclusions are listed in the store's current returns policy and may depend on product type or condition.
Who pays return delivery costs?
The applicable cost and method depend on the reason and the current returns policy. Contact us before sending anything back.
How is a refund processed?
Approved refunds are sent through the original payment route according to the store policy and payment provider processing.
What if I received the wrong item?
Contact us with the order number and clear photos of the item and parcel label so it can be reviewed.
Where is the full returns policy?
Use the policy links in the storefront footer or checkout to review the current terms before purchase.
Orders
When is an order confirmed?
An order is confirmed when checkout completes and an order confirmation is issued.
Can I edit an order after checkout?
Contact us immediately. Changes are not guaranteed after fulfilment has started.
Can I cancel an order?
Contact us immediately with the order number. Whether cancellation is possible depends on fulfilment status and current policy.
Why has my payment not completed?
Confirm the billing details with your payment provider and retry only if checkout indicates that no order was created.
Where can I find my order number?
It appears in the order confirmation sent after checkout.
Can items arrive separately?
If an order is fulfilled in more than one parcel, each fulfilment notification will identify the included items.
How do discount codes work?
Enter an eligible code during checkout. The checkout total confirms whether it applies before payment.
Can I receive an invoice?
Contact us with the order number and the required billing details.
How do I ask about an existing order?
Use the contact page and include the order number without sending payment information.
Delivery details
Confirmed at checkout
Returns guidance
Based on current policy
Secure checkout
Protected payment flow
Order questions
Contact support