We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method.
However, you may be able to cancel your order and place a new one instead. There are varying time limits in which you can cancel your order depending on what delivery option you've chosen:
To cancel your order, just follow these steps:
If the button next to an order says Cancel/View, you still have time to cancel by clicking the button.
If the cancel option is not available, then it is too late cancel the order. However, you can return any unwanted items for a refund once you've received your order.
If you've cancelled an order through My Account, then we won't have taken any money for your order. We only take the money for an order once it's been sent to our warehouse to be packed up.
Depending on which payment method you selected at checkout, the time it takes for the money to become available again can vary:
When you cancel the order the reserved funds will be made available to you again. This can take up to 10 working days depending on your payment provider and we're not able to speed up this process.
If the funds have not been released after 10 working days, please get in touch with our Customer Care team and we'll look into it further for you.
The product code on your delivery note is unique to the size and colour combination of your item. This may vary from the general code found in the 'Product details' section on the item page.
Don't worry, the product code on your delivery note is the one you need to use if you are querying or returning something.
We want to sort out any issues with faulty items straightaway.
As soon as you discover a fault, please contact our Customer Care Team with the following information:
Please note: if your item has become faulty outside of our 45-day returns timeframe, you won’t be able to create a return through My Account.
We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:
If an item is missing, please get in touch with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.
If you've received something you haven't ordered, please send it back to us and we'll refund you as soon as it arrives back at our warehouse.
Fill in the section on the back of your delivery slip to say the item is incorrect and put it inside your parcel when you send it back. Do ask for proof of postage - we may need to see this at a later date.
If you still want the item and it's still in stock, please order it through our website as normal. The easiest way to do this is to log into My Account, view your original order and add the items to your shopping bag.