Help and FAQ's
When will my order be shipped?
We try to ensure that all orders placed before 10am GMT on a working day are shipped within 48 hours of payment being received. Where this cannot be achieved, due to us experiencing exceptionally high demand (such as during Christmas) we will notify you as soon as reasonably possible. Any orders placed over the weekend or during public bank holidays will be shipped 48 hours from the next working day.
Please note that our working days are Monday – Friday, 9am – 6pm GMT
Where is my order being shipped from?
All our orders are fulfilled from our London studio in Dalston, East London.
My order is showing as delivered but I didn’t receive it?
If your order has not arrived, please check your tracking details which you can find in your shipping confirmation email. It may be that no one was home when a delivery attempt was made, so DHL will contact you directly with the information you have provided on your order confirmation to arrange a re-delivery, or will drop to the nearest DHL delivery location. Please also check around the property and with your neighbours to see if someone has accepted the parcel on your behalf. If you are unable to locate the package, please reach out to us by emailing us at email@example.com with your order confirmation number and full name and we can look into this for you. Alternatively, please click ‘Chat to a stylist’ to contact us via WhatsApp.
I didn’t receive an order confirmation, what should I do?
Please check your junk mail in case the order confirmation has accidentally landed there.
If you still can't find your order confirmation please email us with your name, email address, contact number and the last four digits of the card number that was used to place the order. Alternatively, please click ‘Chat to a stylist’ to contact us via WhatsApp.
My order couldn’t be delivered and has been returned to sender, can you reship it back to me?
We can reship the order to you once we receive it back, however the customer is liable to pay for the shipping cost again and will be sent an invoice for this cost:
United Kingdom - £8
International - £20-£35