Orders

Order Status FAQs

Where's My Order?

Orders are processed from Monday to Friday during working hours with orders placed after 1PM CET processed the next working day (not including public holidays).
When your order has left our warehouse, you will be updated throughout its journey. Please use the tracking link provided in the shipping email for the most up to date status of your order. You may also have received this information by text if you signed up for SMS notifications.

Shipping times differ by destination*:
—UK within 3-5 business days
—USA within 4-6 business days
—Canada, Russia and Mexico within 2-5 business days
—Middle East within 3-5 business days
—Central Europe* within 3-7 business days
—Rest of Europe within 4-9 business days
—Asia & ROW within 4-7 business days

*Central Europe includes: Ireland, Austria, Belgium, France, Germany, Netherlands, Switzerland, Croatia, Italy, Spain, Czech Republic, Poland, Slovakia, Portugal, Lithuania, Norway and Monaco

Please be advised that our business days are Monday to Friday.

 We currently only offer express shipping for orders to the USA and UK only. We are working towards offering this to further countries in the future!

—USA Express shipping within 2-3 business days*
—UK Express shipping order by 5pm BST for next business day delivery. Please note purchases made after 11am BST on Friday and weekends will arrive the following Tuesday.

*Next business day is not guaranteed
Have more questions? Please reach out to us by clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button.

My order is showing as 'unfulfilled', is there a problem?

No need to worry, unfulfilled means that your order has yet to be picked and packed by our warehouse.

Your order will be shipped as soon as possible and you will receive a shipping confirmation email as soon as your email leaves the warehouse.

My order is showing as delivered but I haven't received it, what should I do?

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 the courier will attempt to re-deliver this to you on the following working day.

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 clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button.

I didn't receive an order confirmation, what should I do?

Please check your junk mail in case the order confirmation has landed in there.
If you still can't find your order confirmation please reach out to us by clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button. Please include the following:

  • Email address
  • Your name
  • Contact number
  • The last four digits of the card number that was used to place the order

I received the wrong tracking number for my order, what should I do?

We are so sorry that you have been sent the wrong information.

Please provide your order number so we can look into this for you. You can reach out to us by clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button.

DHL attempted to deliver but I was not at home, what should I do?

The courier will normally reattempt delivery within 48hrs, however, to avoid any delays we recommend contacting DHL here to reschedule the delivery at your earliest convenience to avoid the parcel being returned to us.

Please be aware that once a parcel is returned to our warehouse, we will be unable to reship your order back to you.

My order couldn't be delivered and has been returned to sender, can you reship it back to me?

At this time we do not have the facilities to reship your order and we apologize for any inconvenience caused.

If your order is returned to us, please let us know so we can make sure your refund is processed accordingly. Please see our returns policy here for further information.

Order Issues FAQs

I received a faulty item, what should I do?

If you have received what you believe to be a faulty item, please provide following information so we can look into this for you:

  • Order number
  • A description of the fault
  • Pictures of the fault

You can reach out to us by clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button.

An item is missing from from my order, what should I do?

The missing item(s) may have gone out of stock. Please check your emails, including your junk mail, to see if we have contacted you about this.

If not, please provide following information so we can look into this for you:

  • Order number
  • Details of the missing item(s)
  • Any invoice associated with the order

You can reach out to us by clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button.

I received the wrong item, what should I do?

If you have received the wrong item(s) please provide following information so we can look into this for you:

  • Order number
  • Pictures of the incorrect item(s), including label in the garment and label on the packaging
  • Any invoice associated with the order

You can reach out to us by clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button.

My parcel arrived damaged, what should I do?

If your parcel has arrived to you in a damaged state, please provide following information so we can look into this for you:

  • Order number
  • Pictures of the damaged parcel
  • A description of the damage

You can reach out to us by clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button.

Cancel/Amend My Order FAQs

Can I cancel my order?

Please note that our Customer Care team is not able to cancel or amend your order for you and we apologize for any inconvenience caused.

However, you can cancel your order within 15 minutes of placing the order* by the following options:
- By selecting the cancel button at the bottom of the order confirmation page or the order confirmation email
- By logging into your account, selecting the order you wish to cancel and selecting the cancel button

If there is no cancel button in any of the above screens, there is no longer the option to cancel your order.
*orders that include a Gift Card and/or Tree Credits are exempt from cancelation.

 As much as we would like, we are unable to make any amendments or cancelations to an order once it has been placed and your 15-minute window has passed.

If necessary, we recommend rejecting the delivery on arrival. If rejected, please let us know so we can make sure your refund is processed accordingly.

If you wish to return your order please visit our returns hub here  and follow the on-screen instructions to generate your returns label.

Can I make amendments to my order?

Please note that our Customer Care team is not able to cancel or amend your order for you and we apologize for any inconvenience caused.

If you wish to amend an item, please cancel your order using the steps below within 15 minutes of placing the order* by the following options:
- By selecting the cancel button at the bottom of the order confirmation page or the order confirmation email
- By logging into your account, selecting the order you wish to cancel and selecting the cancel button

If there is no cancel button in any of the above screens, there is no longer the option to cancel your order.
*orders that include a Gift Card and/or Tree Credits are exempt from cancelation.

 As much as we would like, we are unable to make any amendments or cancelations to an order once it has been placed and your 15-minute window has passed.

If necessary, we recommend rejecting the delivery on arrival. If rejected, please let us know so we can make sure your refund is processed accordingly.

If you wish to return your order please visit our returns hub here  and follow the on-screen instructions to generate your returns label.

Can I combine the shipping of my orders?

At this time we are unable to combine the shipping of multiple orders. We apologize for the inconvenience.

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