Experiencing a problem?

Why has my order not been successful?

There could be multiple reasons for this such as the item has now sold out, the payment has been unsuccessful or we do not ship to your chosen destination.

Why has my order been cancelled?

Occasionally, an order can be cancelled due to circumstances that are out of our control such as your item has been oversold, fraudulent activity or brand restrictions. If you have any unexpected cancellations, don't worry, we will be in contact with you!

My parcel hasnt arrived, when can I expect this?

There may be some delays with the courier which unfortunately is out of our control. Please check our service status page for updates here. If you have not received your parcel, we require to be notified within 7 days of dispatch.

I have received the wrong product compared to what I ordered, can you help?

Being an independant retailer, we process all deliveries, orders and returns etc, in house. Sometimes, human errors can occur which can cause customers to receive the wrong product. Please let us know and we'll get the bottom of it!

I have received my order but an item is missing, will this be sent separately?

Usually, your order will be sent in one parcel unless the items exceed the weight or height restrictions for shipping. In these cases, the items will be sent separately and you will receive a tracking number per parcel.

If you do not believe your parcel would exceed these restrictions and an item is still missing, please let us know and we can investigate. We are only human after all!

My item has arrived damaged, what should I do?

If your product has arrived damaged, please contact us so we can establish how this has occured. The item/s may need to be returned back to us and must come back in the original packaging, unworn, unwashed and with tags attached.

My tracking shows delivered but I have not received my parcel, can you look into this?

If your parcel hasn't arrived, we recommend that you search around your property first and then ask your neighbours. If you still cannot locate your parcel we need to be aware within 5 days of the delivered scan to be able to open an investigation with the courier.

Unfortunately, we are not able to re-send your order or refund you until the courier has concluded the investigation.

My tracking shows that my parcel is being returned, what does this mean?

Your parcel could be returned for multiple reasons such as the address is incorrect, the order has been damaged in transit or the delivery has been unsuccessful.


Problems that can occur later down the line...

My item has become faulty after wear, am I covered under warranty?

Generally if a defect is going to become apparent, it will be relatively quickly. As we buy the products directly from the brands themselves, we go by the brands warranty policy for all faulty items. If the brand will not accept the fault under its warranty, we are unable to accept the item back.

Find our FAQ homepage here.