FAQs
Orders & Delivery
Where is my order?
Once you have placed your order, you should receive an order confirmation to the email address you used when placing your order along with an AML order number. If you click view my order, you can view a digital version of your order confirmation which will also display your tracking number.
Please remember that standard delivery is 3-5 working days from dispatch. Please allow the full 5 working days (excluding weekends and bank holidays) for your order to arrive. If you ordered on next day delivery before 4pm Monday-Friday or 12pm Saturday and you haven’t yet received your order, please get in touch with us. If you ordered on next day but after 4pm, your order will be delivered the following next working day.
Can I track my order?
Yes, you can track your order on the Royal Mail website here by entering the tracking number provided on your digital order confirmation. To access this, click view my order on your order confirmation email.
Please note: we sometimes use other courier companies when our preferred option is unavailable.
How do I place an order?
To place an order on our website, simply choose the item(s) you would like to purchase, then select the colour and the size and click add to bag. Your basket will then show on the right. Unless you have other items you wish to purchase, click go to checkout to take you to the checkout page. Please enter your contact and delivery information using the form on the left, and enter any discount/promo code you may have on the right. Then click continue to shipping to go to the delivery option page where you can choose from either standard delivery or next day tracked delivery. Click continue to payment where you will find the payment information form. Once you have entered your details, click pay now to place your order.
Can I amend or cancel my order?
To amend or cancel your order, please use the Contact Us form with your AML order number, providing the email address that you entered at checkout. We ask that only the billpayer contacts us about the order for reasons of GDPR.
Due to a quick turnaround in our warehouse, we can’t guarantee the amendment or cancellation will be processed in time, however, our team will try their best to action your request as soon as possible.
What payment options are available?
We offer payment via bank or credit card (Visa, Maestro, Mastercard, American Express), and we also offer payment via Klarna and Clearpay.
What delivery options can I choose from?
We offer two delivery types. You have the option of:
- Standard tracked delivery (3-5 working days): £3.99 or free on orders over £65
- Next day tracked delivery (next day excluding orders on Sunday): £5.99 - order by 4pm Monday-Friday or 12pm Saturday
Why don't I qualify for free delivery?
Standard Delivery
Our free standard delivery option is applied to your order when you have more than £65 worth of full price and/or sale items in your basket. The basket must total £65 after any discounts have been applied to qualify for free delivery over £65.
Next Day Delivery:
There is no current offer to receive free Next Day Delivery when you spend a certain amount.
My parcel says delivered but I haven't received it
If your tracking is stating that your order has been delivered to your address but you haven’t received it, please check thoroughly around your property as well as checking with your neighbours. You should have received a card if it couldn’t be delivered which will state the location of your parcel.
If you are still unable to find your parcel, please firstly contact the courier with your tracking number and postcode to enquire about the delivery.
If they are unable to ascertain the whereabouts of your parcel, please get in touch with us so that we can investigate this further for you.
Why has my order been refunded?
If your order has been refunded, it may be due to your payment not going through. This could be for several reasons so please do contact your card provider or bank to check that there are no issues with your card or account.
Please check that you are using one of the payment methods available on our website.
If you are still having problems with payment, please do contact us via the form on our Contact Us page.
Alternatively, your order may have been cancelled due to the item going out of stock. We apologise greatly for this and endeavour to ensure our stock levels are always correct and up-to-date. In the event of this happening, you will be refunded the cost of your order.
I am missing an item from my order, what do I do?
Your order is being sent in more than one parcel:
If you've ordered a large number of items, your order has probably been sent in more than one parcel. If the missing item/s are not on your delivery note, this is likely to be the case.
Sometimes these parcels can be delivered at different times if they are sorted separately by the delivery courier. Most separated orders will be delivered within 24 hours of each other, but please allow a little longer over busy periods.
The item is out of stock:
The item/s you've ordered may very occasionally be out of stock. We will have sent you an email about this, so please don't forget to check your spam/junk folders. We apologise greatly for any inconvenience caused by this.
Neither of the above:
If an item appears on the delivery note in your parcel, but isn't in your bag, or an incorrect item or size has been received, please Contact Us , making sure to include the details of the order, including order number, email address and list any affected items, all options are shown at the bottom of this page.
What countries/regions do you deliver to?
We currently ship to only: United Kingdom (England, Wales, Scotland, Northern Ireland).
Returns
My item has arrived faulty, marked or incorrect. What do I do?
If you have received your order and there is a problem with it, please contact us using the form on our Contact Us page. Please note we will likely ask for a photo of the item if it is marked or faulty.
How do I return my order?
To return your order, please follow the instructions on our Returns page here. Return your items by signing in to your account. View your order history and click 'Print label' next to the order you wish to return. You have 14 days from receipt of your order to make your return. If you don't see an option to return, the 14 day returns period has passed and you are unable to return the item.
Please note: from the 27th June 2023, all returns will be subject to a £2.99 processing fee, which will be deducted from your refund total.
When will I received my refund?
Once your return has been processed, you should receive your refund back to the card you paid within 3-5 working days. Please allow the full 5 working days to receive your refund. If you haven’t received your refund after the 5 working days, please get in contact with us as soon as possible and a member of our Customer Service team will assist you.
I've returned my order but haven't received a refund. What do I do?
Please ensure to return your items using the returns option we offer. Our returns provider is Royal Mail. When you make the return on the Royal Mail website, it may display L&R International or Dimensions who are our warehouse and Customer Service partners.
If a return is made using an alternative courier, then please note we are not liable for any delivery costs or missing parcels, and will still be subject to a £2.99 processing fee. In the case of returns made via a courier other than Royal Mail, we will not be able to assist you with tracking the return - please do contact the courier directly with the tracking number they provided.
Can I return an item for an exchange?
Unfortunately, we do not offer an exchange service, you will need to place a new order for the alternate size/colour required and return the other back to us for a refund.
Discount codes
Where do I add my discount/promo code?
On the right-hand side of the checkout page, you will see displayed the item in your basket. Below that there is a box to enter your gift card or discount code. Click apply to add the code to your order.
How do I use a discount/promo code?
To apply your discount code to your order, head to the checkout page. On the right you will find a box that says ‘Discount code or gift card’ where you should enter the code.
Please make sure your code is valid. If need be, please contact our Customer Service team if your code is valid but not applying to your order.
Can I use more than one discount code on the website?
In most cases, only one discount code can be applied to an order at any one time. Some codes will not work in conjunction with sale or discounted items.
My Account
How do I register for an account?
To register for an account, click the person icon or Sign In to be taken to the login page. There you can create an account, or sign in if you are already registered.
Are my personal details safe if I create an account?
We take your privacy seriously and keeping your data safe is important to us.
I have forgotten my password, what do I do?
If you have forgotten your password click the person icon or Sign In to be taken to the login page. From there, click ‘Forgot your password?’ and enter your email address. You will then receive instructions to follow to your email address provided.
Sizing Help
What is my size?
Your size will be what you usually wear. If you are not sure what size to choose, please consult our size guide, which can be found here.
Where can I find the size guide?
You can access the size guide from each individual product page, or alternatively we have our own dedicated size guide page which can be found here.
Other
What is Klarna?
Klarna is a service offering flexible payments for your order. It offers you the opportunity to buy now and pay later. You can read more about Klarna on their website here.
On the checkout page, when you choose to pay with Klarna, after clicking “Complete order”, you will be redirected to ‘Buy now, pay later with Klarna’ to complete your purchase securely.
Where can I find your Terms and Conditions?
You can find our Terms & Conditions towards the bottom of our website or click here.
Where can I find your Privacy Policy?
You can find our Privacy Policy towards the bottom of our website or click here.
Where can I find your Cookies Policy?
You can find our Cookies Policy on our Privacy Policy page or by clicking here.