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Order and Deliveries

Once your order has been placed, we are unable to change your delivery option.
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We're pretty quick at packing your order so we're unable to allow any changes to the items you've ordered once your order has been placed.
If you've changed your mind, you are welcome to return your order to us when you receive it.
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There's no need to register on our website to place an order, we'll allow you to buy from us as a guest, however there are lots of benefits to ordering with a registered account. Customers who are signed up benefit from the ability to store their favourite addresses, a quicker checkout and access to their order history in the 'My Account'' section of the website.
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We'll send you a confirmation email within 30 minutes of your order being placed. If you haven't received this email, there's a chance that the email may have hit your junk folder or that your email address has been entered incorrectly during the order process.
To verify that your order has been received, you can check the orders section of the 'My Account' area of the website provided that you have a registered account with us.

If you don't have a registered account or you still cannot find your order, please get in touch via our 'Contact Us' page.
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It couldn't be easier to place an order on our website

1. Start by using our drop down menus or our search option to find the product that you'd like to order
2. Check the description on the product page to ensure it's the right item, then select your size and click 'Add to bag'
3. Once you've finished choosing your order, click the 'Checkout' button at the top of the page to begin the checkout process
4. Make sure your order is correct before clicking 'Checkout securely'
5. Enter your billing & delivery information and your preferred method of delivery
6. Submit your payment information on our secure payment page
7. Make a note of your order number
8. Your order is complete!

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It's highly unlikely that your order has gone missing, however if you suspect something is wrong with your delivery, please check the below guide before contacting us.

uk home delivery
there may be rare occasions where your order may not appear to move through the courier network as quickly as you'd expect it to, this may be more common in outlying areas of the UK where it's neccessary for your order to be moved by ferry at some point of its journey. please allow the full 4 day timescale for standard delivery orders in this scenario.

click & collect
on some occasions, delivery to smaller stores may take the full 5 day timescale for delivery.

international orders
where tracking is available, there may be rare occasions where your order may not appear to move through the courier network as quickly as you'd expect it to, this may be more common in harder to reach areas or islands. please allow the full 10 working day timescale for delivery in this scenario.
where tracking is not available, deliveries may take longer to harder to reach areas or islands. please allow the full 10 working day timescale for delivery in this scenario.

if you're still concerned that your order is taking too long to be delivered, contact our customer care team and they'll be happy to update you on its progress.

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We're committed to dispatching your order as quickly as possible and working with some of the best carriers available to ensure a speedy delivery. If you're concerned that your order is taking longer than usual to be delivered, visit the 'Where is my order' section of our FAQs by clicking here for information on delivery timescales and further information on tracking the progress of your delivery.
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all uk home delivery orders under £150 do not necessarily require a signature on delivery. Our carrier will choose the most appropriate delivery method for your delivery address. this may include requesting a signature, leaving your order with a neighbour or leaving it in a safe place.
all uk home delivery orders over £150 require a signature on delivery by default, however you can amend this protocol by responding to our carrier's text message and choosing the option appropriate for you. To benefit from this service, ensure you provide us with your mobile number at the checkout.
the requirement for a signature varies for international orders dependent on the carrier used for delivery.

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We're sorry if an item in your order has arrived damaged. Please get in touch with our Customer Care team via our Contact Us page and we'll ensure we resolve the problem for you as quickly as possible.
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We're sorry if an item in your order has arrived faulty or has developed a fault since you've began using it. Please get in touch with our Customer Care team via our Contact Us page and we'll ensure we resolve the problem for you as quickly as possible.
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We're sorry if you've received an item that differs from what you ordered. Please get in touch with our Customer Care team via our Contact Us page and we'll ensure we resolve the problem for you as quickly as possible.
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Check out our Delivery Information page for detailed information on all of our delivery options by clicking here
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our carriers work hard to ensure your order is delivered as quickly as possible. if you're concerned that your order is taking too long to be delivered, please check our delivery service guide below before contacting us.

standard delivery
orders can take up to 4 days to be delivered after dispatch. delivery is made between 8am and 6pm monday - saturday. you can follow the progress of your order using the tracking link in your dispatch email. An explanation of some of the tracking steps you'll see are explained further in the faq 'tracking steps explained'.
our carriers will text you on the morning of delivery to let you know your order is on the way.

next day delivery
our next day carriers deliver 7 days a week between 8am and 6pm unless otherwise stated. you can follow the progress of your order using the tracking link in your dispatch email. an explanation of some of the tracking steps you'll see are explained further in the faq 'tracking steps explained'.
our carriers will text you and send you an email on the morning of delivery to give you an estimated time of arrival.

next day evening delivery
our next day evening carrier delivers 7 days a week between 6pm and 10pm unless otherwise stated. you can follow the progress of your order using the tracking link in your dispatch email. an explanation of some of the tracking steps you'll see are explained further in the faq 'tracking steps explained'.
our carrier will text you on the morning of delivery to confirm that your order is on the way provided that you've given us your mobile number.

click & collect
We're currently unable to offer tracking on click & collect orders, however we ask that you allow 5 days for delivery to your chosen store.
when your order has arrived, we'll text you and send you an email to let you know it's ready to collect.

international

mainland eu: tracking is available on all mainland EU orders. You can follow the progress of your order using the tracking link in your dispatch email. an explanation of some of the tracking steps you'll see are explained further in the faq 'tracking steps explained'.

non-eu: tracking is available on the majority of orders sent to non-eu destinations. you can follow the progress of your order using the tracking link in your dispatch email. an explanation of some of the tracking steps you'll see are explained further in the faq 'tracking steps explained'.
where tracking is not available, delivery will be made within 10 working days. please allow this timescale to pass before contacting us about your order.

if you're still concerned that your order is taking too long to be delivered, contact our customer care team and they'll be happy to update you on its progress.
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if you're concerned that your order is taking longer than you expected to be dispatched, please check our dispatch time by service guide* below before contacting us.

uk standard delivery
usually dispatched within 24 hours of being placed.

uk next day
dispatched before 11:30pm the night before delivery.

UK Next Day Evening
dispatched before 4am on the day of delivery.

Click & Collect
dispatched the day before delivery to your chosen store, up to a maximum of 72 hours. these times vary by store based on the frequency of the store's delivery.

international
including ireland - dispatched within 48 hours.

if you're still concerned that your order is taking too long to be processed, contact our customer care team and they'll be happy to update you on its progress.

*these timescales apply all year round except December where times may be extended during christmas trade.
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our carriers always make sure its easy for you to follow the progress of your order, however if you're unsure of the information our carriers are providing, we've explained the most common tracking steps below.

order generated: we have advised the courier that we're about to dispatch your order to them. the courier has not received your order at this point.

hub sorter receipt ccan: your order has arrived at the courier's hub. don't worry if the location of this hub is in a different area of the country than you expect, all orders start in one location before being distributed closer to you overnight.

processed at depot: your order has arrived at your local delivery depot.

out for delivery to courier: usually done early morning, the local delivery depot is moving your order to your local neighbourhood courier.

out for delivery: your order is on its way to you and a delivery attempt will be made at your delivery address today.

delivered: your order has been delivered. this may be accompanied by a specific delivery location if you parcel has been left in a safe place or with a neighbour/security reception.

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we use a variety of different reliable carriers dependent on the type of delivery service you select. all of our uk carriers and some of our international carriers offer text message notifications on the day of delivery to let you know your order is on its way.
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Once your order has been placed, we are unable to change your delivery address or Click & Collect store for security purposes.
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We're pretty quick at packing your order so we're unable to cancel your order once it's been placed.
If you've changed your mind, you are welcome to return your order to us when you receive it.
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