Q. Do you offer exchange for returned Items?
A. Yes! But you will need to return the item and then place a new order for what you want. If your new order is of higher value, then you will have to pay the balance or if it's of a lower value ,then we will refund you the balance.
Q. Why have I not been refunded?
A. Please Note: Refunds takes within 5- 14 working days from the date the item arrived to us and is confirmed for refund processing. If you have not been credited after 14 Working days, please provide us the information below: Proof of return postage. Date of postage. Courier that was used. Order reference number. Once we have been provided with all the above information, we will then investigate what has happened to your return. We may require more information at a later stage and once we are done, we will let you know the outcome. Not until then we can not offer any refunds until after investigation.
Q. Will I receive a tracking information for my parcel?
A. Yes , All most all our parcels come with a tracking info. to put your mind abreast with where your parcel is. We use various courier services for both local and international deliveries. We have made every effort to get the best competitive price. Most parcels will need to be signed for. If you won't be in , you can nominate someone to sign on your behalf.
Q. How do I track a parcel?
A. Simply log into your account & input the tracking number and follow the instructions.
Q. When will my item be shipped?
A. All standard delivery orders will be shipped within 48 hours after the order has been placed. This allows for processing, verification and quality check and packing.
Q. What is the shipping times?
A. Shipping times varies, depending on your location. Delivery times are only on working days and sometime saturdays. Please refer to our Shipping & Delivery page . Click here.
Q. Which countries do you ship to?
A. We ship to most countries of the world. Please refer to the Shipping & Delivery Page for more information. If you can't find your country , quickly send us an email with your country and we will do our best to include your country.
Q. How is my postage calculated?
A. Our postage charge is calculated based on the order weight. Shipping fees are added at checkout before you finally confirm your order.
Q. Do I have to pay Tax ,Customs and Duty?
A. It's your sole responsibility to pay for any import tax, duty or custom charges levied on your items. Unfortunately we can not advice on issues of tax and customs as this varies from countries to countries.
Q. Which days can delivery be made?
A. Our couriers deliver on week days and sometimes on saturdays. No delivery on Bank Holidays, to P O Box or BFPO Addresses.
Q. Do you ship to a different Address?
A. Unfortunately we will not ship to a different address from the one used to place the order. This must correspond to the address on your account information that we hold. For security purpose, we will only ship to the account holder's address or the address of the payment method used.
Q. Who can you deliver my parcel to?
A. In the event of none been available to collect your parcel, you can suggest a safe place, neighbour or even choose a parcel Click & Collect centre. If none is at home, the courier might leave a card behind advising you to rearrange a new delivery or collection from the deport. If you fail to do any of the options within the advised date and the parcel comes back to us, you will still have to pay a postage fee for the order to be delivered again.
Q. Wrong delivery Information?
A. It is the customers sole responsibility to make sure the shipping address provided is complete and correct. We will not be held responsible if you have supplied the wrong address and your parcel is delivered to that address. If you have made a mistake in the delivery address, then email us within 8 hours from the time of placing that order. This applies to all orders. For all Next Day UK delivery ( Corrections can only be made anytime till 2 hours before the cut off time. Usually 12pm). Please Note: Once order is confirmed you can not request any changes as this would have been too late.
Q. How do I make a complaint?
A. If you have any complain, please write to us at firstname.lastname@example.org. We are here to help and will make sure you are given all the necessary support and advise you need to pull through.
Q. What is your Return Policy?
A. We sincerely hope you are satisfied with your order. In the unlikely event you are not and you wish to return it you have 14 days Europe and 21 days for international Customers to do that. Please read the info. on our Returns & Refund page to guide you.
Q. Wrong item Received , Parts Missing or Faulty Items?
A. We make every effort to make sure your order is just as perfect as you want it, but sometimes human errors can happen and we can understand if you are unhappy, just as we are. If you have received a wrong item, faulty item or there are missing parts in order, please contact email@example.com within 48 hours of receiving your parcel and we can advise on how to return your parcel. We will take responsibility of a return and redelivery of a new item where stock permit or a refund as the case may be.
Q. Ordered a wrong item?
A. If you have ordered a wrong item, size, colour, not suitable or not as same as you expect it to be, no problem you can return it but you are solely responsible for the return shipping. You have 14 days Europe Returns and 21 days for international for your return to reach us.
Q. Parcel has not arrived?
A. If all the information for the delivery is correct and you haven't received your parcel within the stated period as advised by the courier,
Please report non-delivery of your parcel within 10 days from the advised date, so we can investigate the issue. Unfortunately we can not determine if a parcel is lost until the investigation is over with all the relevant departments involved.
( Courier Company, Warehouse and Parcel Return Company) working with us. You will be kept informed all the way and be advised what next will happen.
Q. Are there un-returnable items?
A. Yes! For hygiene and safety reasons, we can not accept returns of earrings,Swim wears, Tights, bras and under wears unless they were delivered faulty.
Q. Why is my orders in separate parcels?
A. If you have placed an order from different vendors, then your orders will arrive as different parcels and as at when advised in the delivery email sent to you.
Q. Want to return items on Promotion or Sale?
A. If you ever need to return any items you bought from our Sale or promotion categories, please make sure all the items included in that promotional offer are returned as well. e.g. ( Buy 1 and get 1 for Half Price) etc. So you will need to return both items in the above offer not just one.
Q. Do you offer Free Shipping?
A. Yes! For UK standard delivery on orders from £70. This excludes postage and VAT where applicable. For others, unless expressly stated as “FREE SHIPPING” which you will normally see on the product page and at checkout.
Q. Do you have customer's loyalty Schemes?
A. Yes! We value your continued trust and patronage and as a way of saying thank you, every time you shop with us you will get rewarded! Please visit our Discount & Offer Page for more information.
Still got some questions?
Quickly email us at firstname.lastname@example.org or fill in our contact form and we will get back to you within 48 hours.