FAQs
CHANGES TO ORDERS
Can I make amendments to orders?
We are unable to make amendments to orders once placed. This includes changing sizes, colours or adding additional items to your order.
I have entered my postal address incorrectly, can you update this?
We are able to make minor amendments to postal addresses if an order has not yet been shipped, for example if the house number/postcode is incorrect. Please email us as soon as you notice the issue so that we can update this before shipment.
I want to change my postal address to a completely different address, is this possible?
In order to protect our customers from online fraud, we will not be able to make major changes to postal addresses, for example switching to a new shipping address. If the original address is not suitable, please contact us at the earliest convenience so we can cancel your order before it has been shipped. You will then be able to place again with the correct address.
SHIPPING
How long is UK delivery & which courier do you use?
UK deliveries can take upto 3-5 working days and you will be notified once shipped. Our parcels are delivered by Royal Mail.
How long is Irish delivery and which courier do you use?
Irish deliveries take up to 10-15 working days, we may use Royal Mail OR an alternative courier via our delivery partner Interparcel. You will be notified of the courier once shipped and will be given a tracking number.
RETURNS & EXCHANGES
Have you extended your returns window for Christmas?
Yes, we do extend our returns period near Christmas.
How do I return items for a refund or exchange (UK)?
Please fill out your returns form included within your parcel, stating the details of your return/exchange. Our address can be found on our returns form, please write this on the outer packaging and take your parcel to the post office or arrange for a collection via an alternative courier. Returns costs are not included in our service, customers are responsible for the cost of returning goods. If you are using the returns label included within your order, please attach this to the outer of your parcel and take your parcel to your local post office. Please keep hold of your return receipt until your refund/exchange has been issued. Please note for returns to the original payment method, we will deduct a fee of £4.95 from your refund to cover the cost of the Royal Mail returns label.
How do I return items for a refund (Ireland)?
We accept refunds on international orders, however unfortunately we do not accept exchanges. Please fill out your returns form included within your parcel, stating the details of your return. Our address can be found on our returns form, please write this on the outer packaging and take your parcel to the post office or arrange for a collection via an alternative courier. Returns costs are not included in our service, customers are responsible for the cost of returning goods.
How long do exchanges/refunds take to process?
Returns/exchanges will be processed within 10 working days of receipt (excludes weekends).
I have received email confirmation of a refund but no funds are in my account, how long will this take?
Refunds can take 3-5 working days to show in your account, depending on your bank.
Can you confirm when my parcel has been received back at your warehouse?
Sadly, we do not have the facility to confirm receipt of returns, you will receive confirmation once processed however. Please keep hold of your returns receipt provided by the post office so that you can track the return of your parcel.
I want to exchange to a different item/size but am worried the items will go out of stock?
Unfortunately, we are unable to secure stock, your exchange is subject to availability at the time of processing. You will be notified by our customer service team if your items are unavailable.
My parcel has been returned to sender, what happens now?
Your address was entered incorrectly at checkout, please contact us to provide us with your full address. Your order will be resent within 3-5 working days from receipt at our warehouse.
I bought a tracksuit/twin set and want to exchange one part of the tracksuit/twin set for another size, is this possible?
A tracksuit/twin set is a single item, therefore both the top & bottoms come in the same size. We are unable to mix & match sizes, if you wish to exchange sizes you will need to return both items in exchange for the new size.
I ordered a bundle deal but want to return part of it, is this possible?
If you return part of a bundle deal, you will be charged full price for any remaining items. For example, if you order jeans & a free tee but return the jeans, you will be charged full price for the tee, as per the price on site at the time of purchase.
My return has not been received at your warehouse, what can I do?
Please keep hold of your returns receipt as you will need this to claim for a lost parcel if your return gets lost by Royal Mail.
BUNDLE DEALS
I ordered a tracksuit and can see it is now part of a special offer, can I update my order to include the bundle deal?
Unfortunately, we are unable to amend orders once placed, if your order has not yet been shipped we will be able cancel your order so you can place again to include the bundle deal. Offers are subject to availability and we will not be liable to send out any additional bundle deal items (at a later date) which were not added to the order originally at the time of purchase.
Do I need to add all bundle deal items to my basket, even if it contains a ‘free’ item?
Our warehouse will only pick the items listed on your order, therefore if you are ordering a special offer which contains a free item, please add the free item to your basket, the cost of the item will be deducted at checkout. If the item has not been added to your order it will not be sent. Please ensure you check your basket at checkout to confirm all items are listed. You can also check this on your order confirmation email.
I have received a refund for an item in a bundle deal, which is different to the price of the item on site, why is this?
Your refund has been calculated based on the price paid for the item within the bundle deal. Therefore, as you purchased the item within a special offer, you paid a percentage of the full price.
DISCOUNT CODES
Can I use a discount code with a special offer/bundle deal?
Discounts cannot be used in conjunction with any special offers. You will have the option to use a discount code instead, please select the ‘use coupon instead’ option at check out. For further info regarding this, please check out our terms & conditions.
KLARNA
I am not able to checkout using Klarna, why is this?
Any issues whilst checking out with Klarna need to be raised with Klarna directly. By checking out with Klarna, you are entering a credit agreement - the issues at checkout may be arising due to their soft credit check.