Frequently Asked Questions
The questions we are asked most, answered. If yours is not here, contact us and a person will reply.
Orders and payment
Do I need an account to place an order?
- No. You can check out as a guest with just an email address and a delivery address. Creating an account is free and lets you track orders, save addresses and keep a wishlist.
Which payment methods do you accept?
- All major credit and debit cards, plus Apple Pay and Google Pay where your device supports them. Payments are processed by Stripe; we never see or store your full card number.
Can I change or cancel my order after placing it?
- If it has not been dispatched yet, yes. Open Account then Orders and request a change as soon as you can. Once a parcel has left us it cannot be recalled, but you can still return it free of charge within 30 days.
Is there a minimum order value?
- No. Order a single item if you like. Standard UK delivery is free once your basket reaches £99.
Delivery
How much is delivery and how long does it take?
- Standard UK delivery is £4.99 and arrives in 3 to 5 working days, and is free on orders over £99. Next-day UK delivery is £6.99 if you order before 2pm Monday to Friday. International rates are calculated at checkout.
Do you deliver outside the UK?
- Yes. Enter your address at checkout and the available services and rates for your country are shown before you pay. Any import duty or local tax is set by the destination country and is payable by the recipient.
Why has my order arrived in more than one parcel?
- We are a multi-seller marketplace, so items in one order can be dispatched from different places and arrive on different days. You are only charged for delivery once, and every parcel is tracked separately in your account.
My tracking has not updated. What should I do?
- Allow one extra working day beyond the estimate, as carriers occasionally run a day behind at peak. If tracking has not moved for three working days, contact us and we will open an investigation with the carrier.
Returns and refunds
How long do I have to return something?
- 30 days from the day your parcel is delivered. Items must be unworn, unwashed and have their original tags and packaging.
Does it cost anything to return an item?
- No. UK returns are free using the prepaid Royal Mail label we email you when you start a return from your account.
When will I get my refund?
- Within 5 to 10 working days of us receiving and checking your return. It goes back to the card or wallet you paid with. How quickly it then appears on your statement is up to your bank.
Can I exchange an item for a different size?
- We process exchanges as a refund plus a new order rather than a swap, so the size you want does not sell out while your return is in transit. Order the replacement whenever you are ready.
Can I return sale items?
- Yes, sale items have the same 30-day window as full-price items. The only exception is anything marked final sale, which is flagged as non-returnable on the product page before you buy.
Products and sizing
Are your products genuine?
- Yes. Every item is genuine branded stock sourced through authorised channels, and each one is checked before it is listed. If you ever doubt an item you have received, contact us and we will investigate and collect it at our cost.
Why are your prices lower than the brand's own shop?
- We are an outlet. Our stock is end-of-season, overstock and cancelled wholesale orders bought in bulk, which is why the same item costs less here than at full retail. It is the same product, not a lower-grade version.
How do I know what size to order?
- Each product page shows the sizes in stock and, where the brand supplies one, its own size chart. Our size guide explains how UK, EU and US sizing compare and how to measure yourself.
An item I want is out of stock. Will it come back?
- Outlet stock is limited and often does not repeat, so if something is sold out we usually cannot restock it. It is worth checking the same brand for similar pieces.
Your account and privacy
How do I track my order?
- Sign in and open Account then Orders, where every parcel shows its live status. We also email tracking the moment each parcel is dispatched.
How do I reset my password?
- Choose the forgotten password link on the sign-in page and we will email you a reset link. The link is valid for a limited time; request another if it expires.
How do I stop marketing emails?
- Use the unsubscribe link at the foot of any marketing email, or turn marketing off in your account. It takes effect immediately and does not affect order and delivery emails, which we have to send.
Still need a hand?
Read the full Shipping & Delivery Policy or Returns & Refunds Policy, check the size guide, or get in touch.