Retail Order Processing
For questions regarding your retail order please email: firstname.lastname@example.org
Orders are sent as quickly as possible once we’ve confirmed payment. This is usually within 2-3 days but please allow up to 7 days. We will inform you by email if there are any problems with your order.
Our office is closed over the weekend & public holidays so please bare this in mind when placing your order.
Please Note: Your delivery address is taken directly from your order, so please make sure this is correct when you checkout. We do not see your PayPal details at any stage through order processing so do not rely on your PayPal address if you have different delivery preferences.
Please contact us ASAP if you have entered an incorrect address as we aim to post out orders within 24 hours. We cannot be held responsible for any incorrect addresses provided to us. Please double check that all your details have been filled out before completing your order.
Retail Order Postage Costs
UNITED KINGDOM: £3.95
We use Royal Mail's 1st Class Tracking and Signature for Delivery which is estimated to delivery within 2-3 working days.
*If you are not able to accept delivery of your parcel, Royal Mail will leave a card with further instructions. Please ask for a tracking number if you have not received your order within 5 working days from when you placed your order.
UK destinations include England, Scotland, Wales, Northern Ireland, Channel Islands & BFPO.
EUROPE: From £14.99
We use DHL Europe Tracking and Signature which is a signed for first class service which is estimated to deliver within 7-10 working days
REST OF WORLD: From £19.99
We use UPS International Tracking and Signature. Both are first class services. Depending on the destination, orders are estimated to be delivered within 10-14 working days
AUSTRALIA: From £19.99
For Australia, we now also use DHL Worldwide Express Tracking and Signature which is a signed for first class service. Delivery is estimated between 10-14 working days from dispatch.
IMPORTANT INFORMATION: Any customs or import duties are levied once the package reaches its destination country - any additional charges for customs clearance must be borne by the recipient. We do fill in customs declaration forms for orders from these destinations.
We cannot be held responsible for delivery delays or items lost or damaged once dispatched, either in the UK or to overseas locations.
If you have not received your order within 14 working days, please email us at customer email@example.com with your order number so that we can give you the tracking information for your parcel. Sometimes your order will be waiting in your local post office and you have not received a 'while you were out' card.
Please Note: Royal Mail does not consider a package lost until 28 days until after the dispatched date. We will not be able to claim for a lost packet until after this time. Packages lost by Royal Mail will be refunded or replaced after 28 days from the date we posted your order. We cannot be held responsible for packages lost or damaged by Royal Mail but will do all that we can to help you.
We cannot be held responsible for any orders sent to an address incorrectly provided to us by the customer. All addresses are printed as they have been entered in the online account/checkout form, so please double check them before payment. Any orders that have not been called for or have not been able to reach their destination will be returned to our head office.
We will contact you if your order has been returned to us, at which time we will ask if you wish for the parcel to be sent out to you again. A reposting fee will apply. If you no longer wish for the order, we will refund you for the the value of the order, excluding original postage costs.
Retail Online Orders Returns Policy
For questions regarding retail returns please email: firstname.lastname@example.org
2 Christopher Taylor House
To return an item(s) to us please make sure your package includes a copy of your invoice so that we can process your return efficiently.
Please Note: All items returned must be in a resaleable condition. This means returned items must be unworn,free of stains, odours & animal hair. Items cannot be damaged & must be returned with the original labels still attached. If any items are returned in an unsellable condition, they will be posted back to the customer.
You can only return your item(s) for a refund if you post your parcel within 7 days of receiving your order. Postage costs are non-refundable.
Returns received after the 7 day period and within 28 days of receipt, are eligible for a credit note only. Items received after this time are not eligible for return.
If we have sent you an incorrect item, please email us with this information so that we can authorise your return. You will need to include a copy of your postage receipt to receive a refund of your postage cost for returning your incorrect item. We will send out correct item will be send out to you as soon as we receive the incorrect item here.
We will usually process returns within 5 days of receipt, however during busy periods please allow up to 14 days. We will contact you via email as soon as we have opened your return.
If you would like advice on sizing or styles for future orders do not hesitate to contact us - we are happy to help . If you have any further questions do not hesitate to contact us.