Frequently Asked Questions

  • How can I change my mailing preferences?

    If you have an online account, you can opt out of our mailing list under ‘Marketing Preferences’ in the 'My Account' section. Alternatively, please contact us with your full name and address and one of our advisors can arrange this for you.

  • How to return an order

    Although we hope you love your order, there may be times when you need to return items to us. To do so, simply follow the instructions below:

    1.       Complete the returns form that came with your order and enclose it in your parcel with the item(s) you’re sending back, using the original packaging. If you no longer have the form, please refer to 'Lost your returns form?' for more information. 

    2.       Attach the self-adhesive address label (enclosed with your order) securely to your parcel and follow the instructions included with the label. Keep the top section, as it includes your tracking number. If you no longer have the label, please refer to 'Lost your returns label?' for further information. 

    3.       A flat fee of $7 will be deducted from your refund, to cover the cost of return shipping. If, however, your order included free returns (this will be stated on the returns label) the $7 deduction will not apply.

    4.       We’ll pop you an email as soon as your return has been processed.

    For more information, please refer to our returns policy.

  • What's your returns policy during a sale?

    Free returns are not offered during a sale.

    Our 90 day return period does not apply for sales goods:

    - With the exception of FINAL SALE options, you have 14 days in which to return sale items.
    - The discounts on our FINAL SALE options (all priced ending in .99 cents) are so good that we are unable to accept returns.

    For all transactions, exclusions apply (see below)*

    *Please note:

    • Swimwear (where the hygiene strips have been removed) and earrings (where the internal packaging seal has been broken) are non-refundable for hygiene reasons, unless they are actually faulty. 
    • Face covering we aren’t able to accept returns for any opened packages, due to hygiene reasons.
  • How do I change, or cancel my order?

    We’ll need to check the status of your order to see if this is possible, as it might already be on its way. Please contact us with your order number to hand, and we will be happy to look into this further.

  • How do I track my order

    Please enter your 9-digit tracking number here . You can find your tracking number on your returns label. We'll pop you an email as soon as your return has been processed.

  • Can I exchange my order?

    If you would like to swap an item, please return it for a refund, and place a new order using your original offer code.

    If you don’t have your offer code, please enter a note into the ‘Other notes (non-delivery)’ box, located in the ‘Delivery’ section of our Checkout page. Simply state that this is a replacement order, as well as your original order number, and our team will apply the offer for you. They will also remove the cost of standard delivery, before you are charged.

    For more information, please refer to our returns policy.

  • Can I send an item in for a repair?

    In the unlikely event that your item falls short, we’ve got a Care: Repair: Rewear service. Follow the simple steps here to get started.


  • My order hasn’t arrived, what do I do?

    Don’t panic! Take a look at your tracking information, which can be found on your dispatch confirmation email, to see where your parcel is. If it has taken longer than the stated delivery time, please contact us with your order number to hand, and we will be happy to look into this further.

  • Will I lose my offer/voucher if I return an item?

    Your offer will still apply, unless all of your items are returned, or you no longer qualify for the promotion (as outlined in the offer T&C’s). This is the same for any gift vouchers. However, if you used a promotional voucher and all items are returned, this will be deducted from your refund.

  • How long will my refund take to process?

    Processing your returns is taking longer than normal, please allow up to 28 days before contacting us. Please do not worry; once your returns arrive with us, your request will be actioned as soon as possible. Make sure you save the top of the returns label that was in your parcel.  It will have your tracking information.  We’ll pop you an email as soon as your return has been processed.

  • Will you be getting any more stock?

    If we’re expecting further stock, items will be available to pre-order. Otherwise, we do receive returns daily, so keep an eye on our website as the item you’re looking for may reappear!

  • How do I apply my 4-digit offer code?

    If you see a banner for the offer, click it! Otherwise, you can apply the 4 digit code in the ‘Promotion code’ box - this is found on the Checkout page, under your shopping list. 

  • How do I apply my voucher code?

    Check those 12 digits – any letter ‘O’s are actually zeros! Then head to the Checkout page, where you will see ‘Apply a gift voucher’, in the ‘Payment Details’ section. Click on this, enter the code, and click ‘+ADD’.

  • How do I change my delivery address?

    If you have already placed your order, please contact us via web chat, or through our contact  us page with your order number to hand, and we will see what we can do for you.

    Alternatively, if you would like to change your address in your online account, please proceed to the ‘My account’ section, followed by the ‘Address book’.  Once here, you can edit an address by clicking on the pencil icon, and following the on-screen instructions.  After this, please be sure to assign the ‘Delivery’ tick box to the correct address!