Frequently asked questions

Here are our lead times for processing your request, preparing your order and dispatching it: we need around 24 to 48 hours to dispatch it (Monday to Friday) and 1 to 2 days for delivery (Monday to Friday).

Rest assured that we do everything we can to get orders out as quickly as possible.

These times do not, however, cover cases of force majeure.

The Customer has a 30-day cooling-off period from receipt of the products in which to exercise their right of withdrawal, without having to give any reason or pay any penalty.

Returns are free: we cover the return postage costs.

Here is the returns procedure:

Exchanges and returns can be made within 30 days of receiving your order.

If you wish to exercise this right, simply contact us, explaining the situation and what you would like as precisely as possible.

Here is how the process works:

A. You would like to return or exchange an item that isn’t right for you.

1. • Check that you are still within the 30-day period.

1. • Preferably keep the labels attached: an item whose labels have been removed can no longer be resold as new, and its loss in value may be deducted from the refund.

1. • Preferably return the item in its original packaging: missing or damaged packaging may count towards the loss in value deducted from the refund.

1. • You may try the item on as you would in a shop; if it has been worn beyond a simple try-on or washed, its loss in value will be deducted from the refund, up to its full price.

Then contact us (photos of the product are optional but speed up processing) via the contact form.

You will receive a returns form; fill it in and place it inside your parcel.

This form can also be downloaded from your customer account.

If you don’t have a printer, don’t panic: copy out everything on the returns form by hand and put the sheet of paper in your parcel.

Do make sure you haven’t forgotten anything, namely:

• • The order number.

• • The names of the items being returned.

• • What you would like (refund, gift voucher or exchange).

Next, send the product back to the address shown on the returns form, no later than thirty days after informing us of your decision; return postage is free, as we cover it.

Finally, as soon as the item is received, it will be inspected and, depending on your request, exchanged or refunded.

Please note that we reserve the right to refuse returns that were not notified to us within the cooling-off period. If a product has been handled beyond what is necessary to establish its nature, characteristics and proper functioning (used, worn beyond a simple try-on, washed, damaged or incomplete), we will deduct the amount of its loss in value from the refund, which may be up to its full price.

Once the return has been received and inspected, you will receive a confirmation e-mail stating the amount refunded.

The refund is made no later than fourteen days after you inform us of your withdrawal, to the payment method used for the order. We may, however, withhold it until we have received the goods or until you have provided proof of having sent them, whichever comes first: until we have one or the other, no refund is due, even if those fourteen days have passed.

If you requested an exchange, you will also receive a confirmation e-mail and a new tracking number.

B. You would like to return a faulty item.

We do everything in our power to ensure that every item is of the highest possible quality and arrives in excellent condition.

Should there be any problem at all, however, we apologise in advance.

In that case, here is the procedure:

1. • Fill in the contact form, attaching photos of the product. These should show the whole product, then its defects.

1. • Never clean or wash an item, even if it has a stain, whatever the defect; please let us know before doing anything of the sort so that we can examine it as it is. We cover the return postage for any item that is faulty or does not match your order.

1. • Your request will be processed within 48 hours.

1. • You will be able to choose between a refund, a gift voucher or an exchange.

Your satisfaction is our number one priority.

C. Products that cannot be returned

Certain products, by their nature, cannot legally be returned.

This includes products unsealed after delivery that cannot be returned for reasons of hygiene or health protection.

In that case, contact us as quickly as possible via the contact form on this page.

Depending on how long you take, you will have a greater or lesser chance of having your order cancelled or changed before it is dispatched.

Be aware that, on average, if you take more than 10 hours the order will already be in progress: we will no longer be able to change it or stop it being dispatched, and it will be delivered to you.

Bear in mind, though, that orders are sometimes processed in under 30 minutes to an hour, so don’t delay. Beyond that point, you will only have the right of withdrawal, under the terms of our returns policy: inform us in writing, send the item back to us free of charge, and wait until we have received it (or proof that it has been sent) before being refunded. Refusing the parcel is not enough to withdraw.

To track your order, please use the tracking number you received by e-mail.

Where do you use it?

It’s simple: just click here and enter your tracking number.

Tracking numbers can sometimes take a little while to update, so don’t panic.

If it has been less than 3 days since your tracking number was issued, give it a little longer.

The carrier can sometimes take a while to update the tracking number.

If more than 5 days have passed and the tracking number still isn’t working, do get in touch with us.

Your surprise is understandable, but don’t worry.

If you have ordered several products, you may receive them one at a time.

This is perfectly normal: because our aim is to deliver to you as quickly as possible, we don’t wait for every item in the order to be ready.

As soon as an item is ready, it is dispatched.

First of all, check that the e-mail hasn’t ended up in your spam folder.

If you really can’t find it, though, feel free to use the contact form on this page and we’ll help you sort it out.

We deliver across the UK and internationally; please be aware, however, that in some countries orders can take a while to arrive.

For example, in Bulgaria, Argentina, Romania, Peru, South Africa or French Polynesia, orders can take more than 4 weeks.

Finally, customs duties vary by country and by regulation; they are not included in the delivery price and are payable by the buyer.

To create an account on the site, you’ll need to place an order! 

Account creation is reserved for customers.

Everything you need to know about this (exchange or return) is explained in the 2nd question, “What is your exchanges and returns policy”.

We do our utmost to use the best materials in our products.

If you’d like to know their composition, contact us: we’ll tell you for each product.

We accept payment by credit or debit card, which includes: 

• Visa, AMEX, CB, Maestro, Cirrus and Mastercard cards.

If you have authorised the payment, you will be charged within 24 hours of placing your order.

If your payment was declined, however, you will not be charged.

In that case, contact your bank to find out why it was declined.

Prices are in pounds sterling (£).