Please read our frequently asked questions below, click on the question to view the answer.
Q: How do I track my order?
If your item was shipped on a 2-5 day standard service or international service, please enter your 13 digit tracking number at https://www.royalmail.com/track-your-item (your tracking number can be found on your order confirmation e-mail). If your item was shipped via a Next Working Day or Saturday service, please enter your tracking number at http://www.dpd.co.uk/content/how-can-we-help/index.jsp
Q: Can I make changes to my order once it has been placed?
To ensure efficient shipping, we may not always be able to make last minute changes to your order. We are also unable to apply a coupon code to your order once it has been placed.
Q: I did not receive an e-mail confirmation / My order is incorrect / I wish to change my delivery address.
Please Contact Us if any of the above apply. We aim to ensure that all customer orders are processed correctly and efficiently. On occasions things do go wrong and we sincerely apologise for any inconvenience caused and will do our best to rectify the situation promptly.
Q: Can I place a telephone order?
A. Sorry, but for security reasons and in order to protect customer data, we regret we cannot take telephone orders. All orders may be placed via the website and all customer information is protected by 3D Secure.
Q: How long do refunds take?
Returns can take between 2-7 working days to be returned to us. Once we have received your returned item(s), it can take up to 10 working days for your refund or exchange to be processed. All refunds will be issued via the original payment method. Paypal refunds will show in your Paypal account the same day as being processed by us. Debit card payments can take between 3-5 working days to show in your account depending on who you bank with. For further information on returns please go to Returns Policy Page. for further information on delivery please go to Delivery Page.
Q: I have forgotten my password, e-mail address or I’m having trouble logging into my account.
A. Please Contact Us
Q: The item I want is out of stock
A. We do regularly restock most items, and you can request the website to automatically notify you if an item is restocked. To receive an automatic e-mail notification, please select the out of stock size required on the product description page and click 'Notify Me When Back In Stock' .
Q: How do I get student discount
A. Student discount is available to UK students and is not available when a sale item is in your basket. You should enter the 18 digit number from your NUS Extra card in the coupon code box when you are at the checkout.
Q: Where can I enter my coupon code?
A. Coupon codes can be entered at checkout stage in the coupon code box. Coupon codes will not apply if your basket contains a sale item. Unfortunately we are unable to apply coupon codes once your order has been placed. Please note that coupon codes are subject to expiry dates.