FAQ's
Delivery & Orders Information
Q: Where is my order and how can I track it?
A: Track your order through:
- UK delivery: 7 days
- Europe & US: 9 days
- Tracking number sent via email after dispatch
- Check status in your account dashboard
Q: Do you offer free delivery?
A: Yes! Free worldwide shipping on orders over £75. Standard shipping rates:
- UK: £5.99
- Europe: £7.99
- US: £8.99
- Rest of World: Calculated at checkout
Q: How long does delivery take?
A: Our delivery timeframes are:
- UK Next Day: Order before 2pm
- UK Standard: 3-7 working days
- Europe: 5-9 working days
- US: 7-9 working days
- International: 10-14 working days
Q: Can I change my delivery address after ordering?
A: Yes, if the order hasn't been dispatched. Contact our 24/7 customer service immediately.
Q: Do you deliver to PO boxes?
A: Yes, but delivery times may be longer and tracking services limited.
Returns & Refunds
Q: What is your return policy?
A: Our return policy includes:
- 30-day return window from delivery date
- Items must be unworn with original tags
- Original packaging preferred
- Current return rate is 2% or less
Q: How do I return an item?
A: Follow these simple steps:
- Log into your account
- Select 'Return Items'
- Print return label
- Package items securely
- Drop at your local post office
Q: When will I get my refund?
A: Refund timeline:
- 3-5 days for return delivery
- 1-2 days for quality check
- 3-5 working days for bank processing
- PayPal refunds are usually faster
Q: Can I exchange an item?
A: Yes, select 'Exchange' instead of 'Return' in your account. New item will be shipped once we receive the return.
Q: Who pays for return shipping?
A: Customer pays return shipping unless item is faulty. Free returns for orders over £100.
Sizing & Fit Guide
Q: What size range do you offer?
A: Our comprehensive size range:
- XS (UK 6-8)
- S (UK 8-10)
- M (UK 10-12)
- L (UK 12-14)
- XL (UK 14-16)
- XXL (UK 16-18)
Q: How do I find my perfect size?
A: Use our detailed measurement guide:
- Measure yourself in underwear for accuracy
- Use a soft tape measure
- Don't pull the tape too tight
- Compare with our size chart
Q: Are your sizes true to fit?
A: Yes, we follow standard UK sizing. Each product page includes specific fit notes.
Q: What if I'm between sizes?
A: Size up for looser fits, down for tighter. Check individual product descriptions for fit advice.
Q: Do you offer petite or tall ranges?
A: Selected styles available in petite and tall. Filter using our size options.
Payment & Pricing
Q: What payment methods do you accept?
A: We accept multiple secure payment options:
- American Express
- Mastercard
- PayPal
- Google Pay
- Buy Now, Pay Later options
Q: Is it safe to shop on your website?
A: Yes! We use:
- SSL encryption
- Secure payment gateways
- PCI compliance
- Fraud protection
Q: Do you offer Buy Now, Pay Later?
A: Yes, we partner with:
- PayPal Credit
Q: When will I be charged?
A: Payment is taken at checkout, except for pre-orders which are charged when dispatched.
Q: Do you price match?
A: We offer competitive pricing at 40% below major retailers and regular sales events.