Shipping policy

 

 

ESTIMATED SHIPPING TIMES

We aim to have all orders out within 2 – 5 business days. Delivery times vary depending on service & location. Below are delivery guidelines from the day of dispatch. Please allow some extra time for order processing during busier times of the year or during sale events.


UK STANDARD TRACKED STANDARD TRACKED *7 – 10 business days.

UK PRIORITY TRACKED *1 – 2 business days.

INTERNATIONAL TRACKED EUROPE *7 – 10 business days.

INTERNATIONAL ROW TRACKED *7- 14 business days.

*Starts when your order has been shipped, & does not include the standard processing time of up to 5 business days. Business days do not include Saturdays, Sundays, or Holidays.

Fulfilment times may vary during peak periods such as after/during product launches, holidays & special promotions.

CAN I CHANGE MY ORDER BEFORE IT'S SHIPPED?

We cannot amend orders or shipping addresses after the payment process is complete. Please ensure you input the correct shipping address at the time of purchase.

HOW DO I CANCEL MY ORDER?

Please contact our customer services team with any cancellations, we will attempt to cancel the order before it is dispatched, cancellations cannot be guaranteed but we will do our best. We cannot cancel the order once the order is shipped out, you’ll need to place another order or return any unwanted items.

DO YOU SHIP WORLDWIDE?

Yes, we ship to most countries worldwide. If you live in a rural area or remote island; contact us first to make sure we can get your order to you safely.

WHERE IS MY ORDER CONFIRMATION EMAIL?

Order confirmation emails are sent automatically after an order is placed. Please check your junk folder for your confirmation, in case your settings direct it there!

WHEN WILL I RECEIVE MY PRE-ORDER ITEMS?

Any order which includes pre-order items will ship once all items are available in one delivery. The estimated ship date for each pre-order item is detailed within the item description on the product page. We are unable to split or part ship orders, we recommend placing separate orders to receive multiple deliveries. 

PRE-ORDER DISPATCH DATE.

Dispatch dates provided on pre-order items are an estimated time of dispatch. We will begin shipping from the advertised dispatch date listed. Dispatch dates are subject to change, on the occasion of a production delay we will do our best to update the customers affected. 

HOW DO I KNOW IF MY ORDER HAS BEEN DISPATCHED?

We will notify you by email with dispatch information when your order has shipped.


Please note:

• Orders are processed Monday to Friday. 

• We do not dispatch goods on weekends or Bank/national holidays.

• All overseas customers are responsible for paying all customs & import duty charges.

WHERE IS MY ORDER?

Please track via the courier website & allow 24-48 hours for updates to appear on their system. Once the order is shipped we no longer have control over the journey or updates of the parcel. 

Both the websites & apps allow you to keep track of your order's journey & manage all your delivery preferences, including safe-place delivery, delivery to a neighbour or delivery to a local pick-up shop. 


For DPD orders, you can also download the DPD app here, Royal Mail also has an app you can download here.

The global pandemic may affect shipping times. This is completely beyond our control, we cannot be held responsible for delays within the postal service. With the current situation in mind, please wait 7 business days before contacting us about a late delivery. 

MISSED A DELIVERY?

Contact your local postal service or sorting office to see if the item has been returned to the depot as undelivered & or awaiting collection. Use your tracking ref to arrange a redelivery with the courier. 

TRACKING ISN’T WORKING

Please allow up to 48 hours from the dispatch of your order for the tracking to become available. Please track via the courier website & check for updates to appear on their system.

ORDER RETURNED TO SENDER

Shipments may be returned to the sender by the courier due to an incorrect address or a delivery issue. Updates specific to the reason will be available on the tracking details of your order.

Depending on the return reason, re-shipping fees will be due if you would like us to resend your parcel. 

The following return reasons require a re-shipping fee -

  • Unknown reason/Refused or Rejected - customs tax, import tax or extra fees not settled by the recipient; 
  • Insufficient/ Incorrect address - recipient incorrectly input a wrong address;
  • Unclaimed - Parcels left in local customs & post office & was not claimed during the allotted time. 


When the carrier returns an undeliverable package to us, you will be issued a refund for the item(s) minus any return fees & shipping charges.

Please note: Orders returned to sender by the refusal of the recipient are considered an unauthorised return & may be subject to a restocking fee. Postage costs on returned orders of this nature are non-refundable.

LOST IN TRANSIT CLAIMS

First please request an update from the local postal service, the delivery offices will have the most up to date information via the tracking reference. They will advise on what to do next.


We can submit a lost in transit claim to the postal service if a parcel is not delivered within the below time frames for specific tracked services.


ROYAL MAIL

UK TRACKED 10 business days.

UK STANDARD ROYAL MAIL UNTRACKED 14 business days.

INTERNATIONAL TRACKED EUROPE 20 business days.

INTERNATIONAL TRACKED ROW 25 business days.


If your order was posted 10-14 (UK) or 20 (Europe) or 25 (Rest of the World) business days ago & you've checked with your local postal service's delivery office - Please contact our customer services team.


You must notify us about the non-delivery of your package within 30 days of a dispatch notification being sent to the email address you have given us.


DPD  

UK 7 business days.

EU 10 business days.


If you believe the order is lost please contact our customer service team for assistance. You must notify us in writing of any claim for loss or damage within 30 days of the dispatch date. Failure to report within the specified time frame may result in the claim being rejected.

Please note: If the courier or postal service attempts to deliver the parcel once the refund has been processed you are required to either refuse the parcel - it will then be returned to us. Or contact us to arrange the return - This is a legal requirement for refunded/cancelled orders, the legal obligation is to take reasonable steps to keep the items in good condition while they are in your possession. 

DESIGNATED SAFEPLACE

Your chosen Safeplace should be with a neighbour, or a secure, weatherproof area of the property that is out of sight and easily accessible for the postal worker. A Safeplace may be selected via your courier using your tracking reference. Claims made for lost, damaged or stolen parcels where a safe space has been requested by the addressee will be rejected. 

WHO PAYS CUSTOMS FEES?

Customs fees are levied by the government of the country that the goods are shipped to. As is industry standard, all custom/import fees are the responsibility of the customer. We recommend checking your country's customs charges & threshold prior to ordering to avoid disappointment.


As of 1st January 2021 - When ordering goods for delivery outside the United Kingdom you may be subject to import duties & taxes which are levied once the goods reach the specified destination. Any additional charges for Customs clearance must be paid by you, we have no control over these charges & cannot predict what they may be. If you are ordering goods from outside the United Kingdom, it is your responsibility to comply with all the laws & regulations in the country in which you are receiving the goods.

If you refuse to pay the charges levied by customs & excise, or the delivery is unsuccessful & the goods are returned to us then you will be liable for the return shipping fees, these will be deducted from any refund due.

We cannot assist with fees or charges related to importing of goods, & therefore are unable to support refunds of any duties or tax paid by you. Please contact your local tax office for assistance.

CAN I EXCHANGE MY ORDER?

We do not offer an exchange facility. Simply return your item(s) & reorder for a replacement to ensure you get the size you require, designs sell out quickly! Your refund will be processed once we've received your returned item(s).

RETURNING AN ITEM

You must contact us within 14 days of the order delivery to declare a return, any unwanted items must be returned within 14 days of notifying us. Please contact our customer service team for instructions. All returns must be received by us within 28 days of the delivery date to be eligible for a refund.


Please note:

  • Customers are liable for the return shipping costs unless an item is received in error, is damaged or defective. Please contact our customer service team before returning any item(s) to us.
  • Please ensure that your returned product is in the same condition as it was when received. Items must be in their original condition & their original packaging, unworn, unwashed & complete with their original labels & tags. Any promotional items included free of charge must also be returned shall the order be returned in full.
  • If sending items back from outside of the UK, make sure to declare items as returned goods, clearly state 'UK RETURNED GOODS' on any parcel. Any duties on returned goods will remain the responsibility of the customer.
  • Please remember to provide the store name & your order number, this will be in your email notification.
  • Once you have notified us you will have 14 days to return the product to us. All returns must be received by us within 28 days of the delivery date to be eligible for a refund.
  • Please allow up to 10 business days for us to process your returned item/s. We always aim to be faster!
  • All of our face coverings are non-returnable. For hygiene reasons, we cannot offer refunds on face masks, cosmetics, pierced jewellery, swimwear or lingerie
  • When posting an item to us, please make sure to hold on to your proof of postage (the receipt you get from the Post Office).
  • Any items returned which do not comply with the return of goods policy will be returned to the customer & will not be accepted for a refund until such time that the above conditions are met. This does not affect your statutory rights & complies with the relevant UK laws.

DIGITAL DOWNLOADS & LIVE STREAMS

A digital product, such as a download or streaming, cannot be returned.

SIGNED MERCHANDISE

Signed copies are always very limited, which means we cannot honour special requests, personalised messages or replacement signed sleeves. 

The practice of signing means the artist(s) will open, handle & lean on the product to enable signing. This may result in small bends or creases. Sleeves on signed items will not be in perfect, untouched condition. If the condition of the sleeve is particularly important to you, we recommend purchasing an unsigned copy. 

PRICES

The prices payable for the goods that you order are set out on the Website & are in GBP sterling. Prices & offers may vary from time to time & may only be available for limited periods. All prices & offers are subject to availability & may be withdrawn or amended at our discretion at any time.


Every effort is made to ensure that the prices shown on the Website are correct. In the unlikely event that an error is made in the price shown on the Website, we will not be obliged to supply the goods to you at the incorrectly stated price. In these circumstances, we shall cancel the order & advise you via email that the order has been cancelled.

For the avoidance of doubt, if the pricing error is obvious & unmistakable & could easily have been recognised by you as a mispricing, we do not have to provide the goods to you at the incorrect price.

PROMOTIONAL DISCOUNT CODES

We may on occasion offer promotional discount codes which will entitle the holder to a discount. Valid discount codes can only be used at the time of purchase & cannot be used retrospectively.