FAQs

We're always here to help should you wish to contact us via. the live chat, email or phone, but here are some FAQs that may be able to answer any questions you have regarding your order or shopping with us.

I ordered between 21 December and 2 January. When will my order be shipped?

Our offices are closed over Christmas and New Year and shipments will begin again on 3 January. As soon as your order has been dispatched you will receive a confirmation email with all the tracking details.

Can I collect my order from your Dalston shop?

Of course! Simply place your order as normal via the online store and then email (or live chat) us your order number, stating that you would like to collect it. We can then arrange it to be ready for you in our Dalston shop within 24 hours. If ordering at the weekend, the earliest you can collect will be the following Monday.

Why hasn't my order been shipped yet?

We aim to dispatch all orders within 24-48 hours during week days. At exceptionally busy times, such as Black Friday or Christmas, the dispatch time can be a little bit longer, although we still aim to have all orders shipped as fast as possible. If, for any reason, there has been an issue with your order, we will contact you via. email. Please check your spam as occasionally some emails do end up there!

The item I want is out of stock. Can you order it in?

Yes, we can. Please speak to a customer service assistant and they will be able to advise you if the item is coming back in and how long it will take.

Can I use a discount code that is now expired?

If a discount code you have has now expired, we cannot extend it.

I forgot to enter a discount code when I placed my order, can I still apply it?

Yes, please send us a message with the discount code you would like to use and the order number you would like to apply it to within 48 hours of placing your order. Discount codes cannot be applied once an order has been dispatched.

I need to return my order, how can I do this?

No problem! You can find all the returns information here.

I've returned an item, why hasn't it been refunded yet?

We aim to unpack and refund all returns within 24-48 hours, however during exceptionally busy periods such as Christmas this can take a little longer. If you've sent your return with a tracked service, please track your item to ensure we have received it before contacting us. As soon as your return has been refunded, you will receive an email from us to confirm all the details.