FAQs

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.


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.


WHERE DO I ADD MY 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.


WHAT ARE YOUR DELIVERY OPTIONS?

We offer two delivery types. You have the option of:

  • Standard tracked delivery (3-5 working days): £3.99 or free on orders over £45
  • Next day tracked delivery (next working day): £5.99 - order by 4pm Monday-Friday

CAN I AMEND OR CANCEL MY ORDER?

To amend or cancel your order, please use the contact us form here 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.


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 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.


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 Royal Mail 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.


HOW DO I RETURN MY ORDER?

To return your order, please follow the instructions on our Returns page here. You will be able to print off a free returns label via Royal Mail. You have 14 days from receipt of your order to make your return.


WHEN WILL I RECEIVE MY REFUND?

Once your return has been received and processed, you should receive your refund within 3-5 working days of processing. Please allow the full 5 working days. 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.


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.


MY ITEM HAS ARRIVED MARKED, FAULTY OR INCORRECT

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 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.


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.


HOW DO I USE A DISCOUNT 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?

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.


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.


WHAT IS MY SIZE?

To find out your size, 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.