Orders
Where is my order?
If your order hasn’t arrived when expected, please check the following:
- Confirm you’ve received a dispatch confirmation email.
- Use the tracking link in that email for the latest delivery updates.
- Sign in to your account to check your delivery address and contact details are correct.
- Look for messages or delivery cards from the courier. Your parcel may be awaiting collection or re-delivery.
- Check with neighbours or others at your address in case it was accepted on your behalf.
How do I know if my order was successful?
We’ll email to confirm your order has been received and is being processed. You’ll receive a second email once it’s packed and ready to leave our warehouse.
I haven't received a confirmation email?
The most common reason a confirmation email isn’t received is an incorrect email address. It may also be blocked by inbox filters or firewalls. Please check your junk or spam folder.
How do I check my order status?
You’ll receive an email when your order is received and being processed, and another with tracking details once it’s dispatched. You can use this tracking info with Royal Mail or DPD to see your delivery status.
If you have an account, you can also check your order status under Account > Orders. Order statuses are:
- Processing – Payment received and order created.
- Order Received – Waiting to be processed by Dispatch.
- Pick – Dispatch Team is preparing your order. No changes can be made.
- Complete – Order is on its way. No changes can be made.
- Closed – Order has been refunded.
- On Hold – There’s an issue; Customer Service will contact you within 24 hours.
- Pending – Waiting to be processed; Customer Service will contact you within 24 hours if there are issues.
I made a mistake on my order, can I change or cancel it?
Once payment is accepted, we cannot change your order by altering item size or colour, adding or removing items, or changing payment/delivery methods.
Order cancellation is not guaranteed, especially during busy periods like Christmas or sales.
You may be able to cancel or update your delivery address if you contact us shortly after placing the order (ideally within 30 minutes). We cannot make changes once the order has shipped.
When contacting us, please provide your order number and, if updating your address, the correct address. Missing information may delay your request and reduce the chance of successful cancellation or amendment.
Cancelled orders cannot be reversed; you’ll need to place a new order.
I am having an issue with a promo code, what should I do?
We’re sorry you’re having trouble with your promo code.
Promotions are shared via marketing emails or the banner at the top of our website. If your code isn’t working, check the following:
- Code accuracy – Copy and paste the code to avoid typos.
- Validity period – Codes only work during the advertised dates.
- Eligible products – Some codes, like our 10% welcome offer, only apply to full-price items. Check the terms and conditions to ensure your basket qualifies.
Shipping
How much is shipping?
For shipping rates and estimated delivery times, please visit our Shipping Information page using the button below. Rates will also be calculated automatically at checkout once you enter your delivery address.
How long does shipping take?
For UK shipping rates and estimated delivery times, visit our UK Shipping Information page.
We do not ship internationally.
What couriers do you use for shipping?
DPD for all orders unless you select Inpost
How do you I know if my order has been dispatched?
You’ll receive a dispatch confirmation email once your order has shipped, including tracking information to follow your delivery.
Can I track my parcel?
Yes. Once your order is processed, you’ll receive a dispatch confirmation email with your tracking number and a link to the carrier’s website for the latest updates.
Can I change the shipping address on my order?
If you need to correct your shipping details, contact our Customer Care team immediately at Contact Us including your order number and the correct address.
Please note, we cannot guarantee address changes before shipping due to our fast dispatch process. Once an order has shipped, the delivery address cannot be amended.
We do not ship internationally.
To get an email when a sold-out item is restocked, click ‘notify me’ and enter your email beneath the size guide on the product page.
This doesn’t guarantee additional stock—only that you’ll be notified if it becomes available.
Multiple customers may have requested the same notification, so receiving the email does not guarantee the item will still be available or that another customer won’t purchase it first.
Do you ship to BFPO addresses?
No, we do not ship to BFPO addresses, as our couriers require a signature upon delivery, which cannot be guaranteed at BFPO locations.
Can someone else sign for my shipment?
Yes, the signature does not have to be from the addressee. Any signature at the address is accepted and electronically logged as proof of delivery.
What if I'm not home when the parcel is delivered?
DPD UK Delivery
DPD will email and text you a 1-hour delivery window on the day of delivery. If you’re unavailable to sign, you can choose options such as collection from a depot, leaving in a safe place, or delivery to a neighbour.
If you don’t respond to the text or email, DPD may attempt delivery with a neighbour. If delivery fails, a calling card will be left with instructions to collect your parcel, check a safe place, or re-arrange delivery.
DPD usually makes up to 3 delivery attempts before returning the parcel to us.
Products
The item I bought is now in sale, can I get the difference refunded?
As an online retailer, our prices fluctuate based on demand, trends, and stock. We cannot refund the difference if an item you purchased goes on sale.
You may return the item for a full refund and re-order it at the sale price, as long as it complies with our returns policy.
Please note we cannot guarantee the item will still be in stock, and we cannot hold or reserve items.
Can I get more information on a product?
Yes, please reach out to our Customer Services team, who will be happy to provide any additional product details you need.
Where can I find sizing information?
We know getting the right size is important, which is why all products include detailed sizing information in their descriptions.
Click the 'sizing' button to see exact measurements in inches, how we measure our products, and comparisons to international sizing charts.
Footwear conversions vary by product, so please check the charts provided. Most shoes are true to UK size, and all sizes in the dropdown menu are UK sizes.
If you need help with sizing, our Customer Services team is happy to assist.
Will you be getting more stock?
We try to restock popular items, but some products are limited edition, handmade, or made-to-order, so this isn’t always possible.
We cannot notify you if or when an item will be back in stock.
For questions about a product, size, or colour not shown, please contact our Customer Services team.
Do you have more sizes available?
If your size shows as "sold out" or isn’t listed, it’s likely out of stock. Use the "notify me" feature on the product page to receive an email if it becomes available.
Can I be notified when an item is back in stock?
To get an email when a sold-out item is restocked, click ‘notify me’ and enter your email beneath the size guide on the product page.
This doesn’t guarantee additional stock—only that you’ll be notified if it becomes available.
Multiple customers may have requested the same notification, so receiving the email does not guarantee the item will still be available or that another customer won’t purchase it first.
