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 within 30 days of delivery — the return postage is yours to pay unless the item is faulty or wrongly sent.
Is there a minimum order value?
- No. Order a single item if you like — standard UK delivery is free on every UK order.
Delivery
How much is delivery and how long does it take?
- Standard UK delivery is free on every order and arrives in 1 to 2 working days. Outside the UK, delivery is priced by destination and by how many items you order, and the exact amount is shown at checkout before you pay.
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?
- Yes, if you have changed your mind. You post it back at your own cost — we recommend Royal Mail 48 Tracked. There is no prepaid label from us on a change-of-mind return. If the item is faulty, damaged or not what you ordered we cover the postage: we send you a prepaid label, or reimburse up to £3 of what you paid to send it. Start the return from your account first so your parcel arrives with a returns reference.
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?
- Yes, for another size or colour of the same product. Start a return from Account then Orders, choose Exchange on the item and pick the one you want. We reserve it while your return is in transit and send it once the seller has checked the parcel. Only sizes and colours in stock at no more than you paid are offered; for anything else, return the item for a refund and place a new order.
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. Sellers are invited rather than signed up, and have to evidence where their stock came from before they can list — our Sourcing and Transparency page sets out how that vetting works. 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.