1. Introduction
Thank you for shopping with us. We aim to provide a smooth, reliable and convenient delivery experience for every customer purchasing clothing through our online store.
This Shipping Policy explains how orders are processed, when parcels are dispatched, the delivery options that may be available, how tracking works and what to do if your order is delayed, lost or delivered incorrectly.
We currently focus on serving customers in the United Kingdom. Available delivery services, costs and estimated delivery times will be displayed at checkout or communicated during the ordering process.
2. Order Processing Time
Once your order has been placed successfully, we begin preparing it for dispatch. Processing time includes order verification, stock checks, picking, packing and preparing the parcel for collection by the delivery provider.
Orders placed before 3:00 pm are generally dispatched on the same working day, while orders placed after 3:00 pm are generally dispatched on the next working day, subject to stock availability and operational conditions.
Orders placed on weekends or UK public holidays will normally be processed on the next working day.
Please note that dispatch means your parcel has been prepared and handed over for delivery; it does not mean that the parcel has already arrived at its destination. During exceptionally busy periods, promotions or seasonal sales, processing may take longer than usual. If a significant delay is expected, we will endeavour to provide an update.
3. Delivery Options and Estimated Times
We may offer different delivery services depending on your location, parcel size and the options available through our delivery partners.
Available delivery methods, applicable charges and estimated delivery times will be shown at checkout wherever possible.
Delivery estimates begin after dispatch unless otherwise stated. They are estimates rather than guaranteed delivery dates, except where a specific delivery commitment has been expressly agreed.
Delivery times may vary because of courier demand, adverse weather, public holidays, transport disruption or other circumstances outside our reasonable control.
If you require an order by a particular date, please review the available delivery options carefully and contact us before ordering if you need clarification.
4. Shipping Charges
Shipping charges, if applicable, will be displayed before you complete your purchase. The total payable amount will include the delivery cost associated with the option you select at checkout.
If a free delivery promotion is available, its eligibility requirements will be explained on the website or during checkout. Such requirements may include a minimum spend, an eligible delivery area or specified products.
Any applicable delivery charges will be communicated clearly before the order is confirmed. We do not intend to introduce undisclosed delivery fees after checkout.
5. Order Confirmation and Tracking
After placing an order, you should receive an order confirmation by email, provided that a valid email address has been supplied and the message is not filtered or delayed.
Where tracking is available, tracking information will generally be shared once the parcel has been dispatched or scanned by the delivery provider.
Tracking updates may not appear immediately. It can take some time for a courier’s system to register a parcel, particularly during busy periods or when parcels move between sorting facilities.
Customers should use the tracking details provided to follow the parcel’s progress. If you have not received dispatch information within a reasonable timeframe, please contact our customer service team with your order number.
6. Delivery Address Accuracy
Customers are responsible for providing a complete and accurate delivery address when placing an order. Please check your name, house number, street, town or city, postcode and contact details carefully before completing checkout.
If you notice an error after placing your order, contact us immediately. We will try to update the address if the order has not yet been dispatched, but changes cannot be guaranteed once a parcel has entered the delivery network.
We cannot guarantee successful delivery where incorrect or incomplete information has been provided. However, we will work with you and the delivery provider to investigate any resulting delivery issue, taking account of the circumstances and your statutory rights.
7. Missed Deliveries
If a delivery attempt is unsuccessful, the courier may offer a redelivery, collection from a designated location or another delivery arrangement, depending on its service.
Please follow any instructions supplied by the courier and check your tracking information for updates.
If your parcel is being held at a collection point, make sure you collect it within the period specified by the delivery provider. If you are unable to retrieve the parcel or need assistance, contact us promptly.
If a parcel is returned to us following a failed delivery, we will contact you where reasonably possible to discuss the next steps. Any additional delivery charges or refund arrangements will be considered in accordance with the circumstances and applicable consumer law.
8. Delayed, Lost or Missing Parcels
Although we work with delivery providers to ensure parcels reach customers safely, occasional delays can occur.
If your parcel has not arrived within the estimated delivery timeframe, please check the tracking information first. If there is no useful update or the parcel appears to be missing, contact us with your order number so that we can investigate with the courier.
We will take reasonable steps to establish the parcel’s status and explain the available options.
Under UK consumer law, the retailer generally remains responsible for the goods until they come into the physical possession of the customer or a person identified by the customer to receive them, subject to applicable legal exceptions. We will not treat a parcel as successfully delivered solely because a courier has marked it delivered if the circumstances indicate that further investigation is needed.
Where a delivery has been lost or delayed beyond the legally applicable timeframe, we will provide the remedy required by law.
9. Damaged Parcels or Incorrect Orders
Please inspect your order when it arrives. If your parcel is visibly damaged, an item is missing or you have received clothing that differs from your order, contact us as soon as reasonably possible.
Please provide your order number and a description of the issue. Photographs of the parcel, packaging or incorrect item may help us investigate more quickly.
We will review the information and work with you to arrange an appropriate resolution, which may include a replacement, refund or another remedy depending on the circumstances.
Reporting an issue promptly helps us investigate, but it does not remove or restrict your statutory consumer rights.
10. Split Shipments and Stock Availability
In some circumstances, an order containing multiple products may be dispatched in separate parcels. If this happens, tracking details may be provided separately where available.
Although we aim to keep product availability information accurate, stock discrepancies or unexpected supply issues can occasionally occur. If an item becomes unavailable after an order is placed, we will contact you to explain the situation and discuss the appropriate next steps, including a refund where applicable.
We will not substitute an unavailable item with a different product without your agreement.
11. International Shipping
Our primary delivery service is intended for customers in the United Kingdom. International shipping may not be available for every order or destination.
If international delivery is offered, the applicable destinations, shipping charges, delivery estimates and any relevant customs or import requirements will be communicated before purchase where possible.
Customers ordering for delivery outside the UK should be aware that local taxes, duties or customs charges may apply depending on the destination and the arrangements for that shipment.
We appreciate your trust in our store and will do our best to provide clear communication and a reliable delivery experience from checkout to arrival.