FAQ

Once your order is placed, a confirmation email will be sent to the email address you provided. If you don’t see it in your inbox, kindly check your spam or junk folder. If you are still unable to locate it, please contact us, and we’ll be happy to confirm your order for you.

All available stock is listed on our website. Please note that there are no additional sizes or styles available in-store.

VAT is deducted for orders in certain regions. For UK, EU and Canada orders, it’s included as part of the duties and taxes paid at checkout.

Please note that all calculations are automatically updated during the checkout process in line with your delivery country.

While we are unable to guarantee changes or cancellations of confirmed orders, we advise you to contact us as soon as possible, and we will do our best to assist you. Please note that once an order has been dispatched to our mail carriers, we are unable to make any further changes.

After signing up for our newsletter, your discount code and a subscription confirmation will be sent to the email address you provided. Emails are usually delivered within 5 to 10 minutes. Please check your spam or junk folder if you don’t see them. If you are still unable to locate it, please contact us, and we’ll be happy to confirm your code for you.

Please note that only one discount code can be issued per email address.

Orders can currently be placed in Pounds Sterling (£), American Dollars ($) and Euros (€). Currency options can be changed using the currency selector at the top right-hand side of the website.

Please note that all prices are based on Pounds Sterling (£). Prices shown in other currencies may fluctuate depending on the current exchange rate. Additionally, the rate used by your bank or credit card company may not be the same rate stated at the time of purchase.

You can submit a return request through our online returns portal or by scanning the QR code on your order invoice.

Our team will review your request on the next working day, and once approved, you’ll receive a confirmation email with further instructions.

Items can then be posted or dropped off at our store address and will be processed within 7 working days upon receipt. An email confirmation will then be provided when your refund payment is issued.

To view our full returns policy, click here.

Return postage is to be covered at the customer’s expense, except in cases where an item is defective, incorrect, or received with a security tag. In these instances, we ask you to contact us directly for further support.

Online purchases
For exchanges, please follow the returns process as detailed on our Returns policy page to receive a refund on your returned item.

We ask that you place a new order for your chosen replacement item.

Unfortunately, we cannot reserve products for returns, so this process aims to reduce disappointment if an item sells whilst we await your return.

You can request a return or exchange from our returns centre

In-store purchases
Items bought in-store can be exchanged or a credit note given upon presentation of a valid receipt within 14 days of purchase.

We can accept returns for items that are in their original, saleable condition with all tags attached. Items that are worn, stained, or damaged cannot be accepted, and any such returns sent back without prior approval will be returned to the original delivery address.

For hygiene reasons, returns of skin, hair, or nail products, or undergarments, can only be accepted if they remain completely sealed.

To ensure delivery before Christmas, please place your orders by 9:00 a.m. on the dates below:

UK Mainland:

• Thursday, 18 December

International:

EU & USA: Monday, 15 December

Rest of the World: Tuesday, 9 December

UK: 1-2 working days for mainland, 2-4 days for Scottish Highlands & outlying islands.

Europe: 2-7 working days.

USA: 3-7 working days.

Rest of world: 5-10 working days.

Delivery times are approximate.

Please note that we are a small team; we pack and ship all online orders from the store. We do our best to fulfil all orders within 1-2 working days of purchase; however, depending on the volume of orders, delays can occur.

Throughout November and December, high courier demand may cause delays, and delivery timelines cannot be guaranteed. Our team is committed to dispatching your order promptly, though transit delays are beyond our control. Thank you for your understanding.

We deliver to most countries worldwide, although we regret that we are currently unable to ship to Russia, Ukraine, North Korea, Israel, Afghanistan, Bhutan, Libya, Iraq, Kazakhstan, Vatican City, Cuba, Bhutan, Belarus, Syria, South Sudan & Sudan.

All domestic deliveries are handled by DHL Parcel UK, with all international deliveries being handled by DHL Express.

For Canada & EU countries, we offer DDP prepaid delivery – this means all charges are prepaid along with your purchase and shipping, with no further fees being added during import or export.

For all other countries, standard customs procedures will apply, and any import or export fees will be collected by your carrier. shipping, with no further fees being added during import or export.

Domestic parcels do not require signing for, though this is generally required for international parcels sent with DHL Express.

While we are unable to guarantee changes to confirmed orders, we advise you to contact us as soon as possible, and we will do our best to assist you.

Please note that once an order has been dispatched to our mail carriers, we advise you to contact them directly.

To collect your order from our Notting Hill store, please provide your name and order number to a member of staff. Please note that we won’t be able to release your order without this information.

Orders are typically held for one month. Approaching the expiry, we will send you a reminder. If we don’t hear from you before the expiry date, the order will be automatically cancelled and refunded.

Should you like to extend the pick-up date or have your order posted to you, please contact us and we will be happy to support.

While we are unable to guarantee changes to confirmed orders, we advise you to contact us as soon as possible, and we will do our best to assist you.

If a delivery charge has been paid, this will be refunded to your original payment method.

We are a small team; we pack and ship all online orders from the store. We do our best to fulfil all orders within 1-2 working days of purchase; however, depending on the volume of orders, delays can occur.

If there are any issues prior to dispatch, we’ll contact you directly. Once you receive your shipping confirmation and tracking number, any further delays are handled by our mail carrier and, unfortunately, are outside of our control. In this instance, we recommend you contact them directly.

We are sorry to hear you may have received a faulty item. We kindly ask you to contact us with the following information so our team can review it further:

• Your order number.
• A brief description of the fault.
• A photo of the faulty item received, and the label/barcode attached.
• A photo of the packing slip.

We’re sorry to hear something is missing from your order. Please contact us as soon as possible so we can help resolve this quickly. To assist our team in reviewing the issue, it’s helpful if you can provide:

• Your order number.
• A brief description of the missing item.
• A photo of the parcel (before openeing if you suspect tampering)
• A photo of the packing slip.

Following the point of dispatch and your tracking becoming active, we advise you to contact the courier directly for changes such as moving your delivery date or providing specific delivery instructions. In the case you’re unable to do so, we’ll be happy to forward any relevant information for you.

For issues such as missing parcels, continued delays and tracking errors, please contact us with a brief description of the issue and your order number, and our team will review this for you.