Our Black Friday Shopping Event is now over.
Can I cancel or make changes to my order?
We understand that on some occasions, you may wish to cancel or make amendments to your order.
We are unable to amend order details during promotional periods - however, our Client Services team may be able to cancel your order, provided you contact us as soon as possible.
If you wish to cancel your order, please contact our Client Services team with the below details:
- Order number
- Email address
- Shipping address
- Items ordered
- Date your order was placed
- As much detail about your cancellation request as possible
Our team will always try their best to accommodate your request, but this may not be possible if our warehouse team has already processed your order.
If we cannot fulfil your cancellation request and you would like to return your order when it arrives, you can register your return using our Returns Portal.
Can I make changes to my shipping address?
Please contact our Client Services team at your earliest convenience. Our team will do their best to amend your shipping address, but if your order has already been processed, this will not be possible.
If our Client Services team is unable to amend your shipping address, please reach out to your local courier.
I haven’t received an order confirmation email. Has my order been placed successfully?
If you don’t receive a confirmation email after placing your order, please follow the below steps:
- Check your bank statement to verify your payment has been taken. If you don’t see a pending payment, your order may not have been placed successfully.
- If your card has been charged, check for a confirmation email in your Junk or Spam inboxes.
If you still can’t locate your confirmation email, please contact our Client Services team with the following information:
- Order number (if applicable)
- Shipping address
- Items ordered
- Date of order
Where is my order? Are there shipping delays?
Due to the high volume of orders that we expect to receive during the Black Friday Shopping Event, you may experience a slight dispatch delay.
Once your order has been shipped, you can follow the expected shipping time frames and guidance by clicking here.
As soon as your parcel is dispatched, you can expect to receive a shipping confirmation email to the email address used to place your order, which will include a link that you can use to track your parcel.
I have received an email saying my order is ‘Partially Allocated’. What does this mean?
Due to an influx of orders during the Black Friday Shopping Event, some orders may be affected by oversold items. This means that part of your order may no longer be available to ship to you. If this occurs, our Client Services team will contact you via email as soon as possible.
My tracking link isn’t working. How can I track my parcel?
If you find that the tracking number on your shipping confirmation email hasn’t updated right away, don’t worry. It may take a short while to present the latest tracking updates during this busy time.
If I place more than one order, can you combine them and ship them together?
Unfortunately, our warehouse team treats all orders separately and is unable to combine orders if you choose to place more than one. Duplicate shipping charges cannot be refunded.
My friend has received their order already. Where is mine?
We aim to dispatch orders in order of purchase history, but due to warehouse and courier processes, not all orders placed on the same day will be delivered on the same date. If your parcel does not arrive within the expected time frame, please contact our Client Services team.
I placed my order before the sale started. Can I still get a discount on my items?
Unfortunately, any orders placed before the Black Friday Shopping Event begins will not qualify for the discounts on offer. Discounts are only applicable to orders placed during the sale period.
What is the Return and Exchange Policy during the sale?
You are welcome to return your items within 60 days, providing they are unworn, unwashed, and unused. As long as your order has been shipped back to us within this period and you can provide tracking to support this, you will qualify for a return.
If you’d like to make a return, please visit our Returns Portal.
Please note that all returns with request of a refund are subject to a shipping and handling fee. Items returned for an exchange will not incur a fee.
I want to exchange something that I purchased during the sale. Will you honor the price of the exchange?
You are welcome to exchange your items for a different size.
If you wish to exchange your item for an entirely different product, our Client Services team will transfer the amount paid onto an e-Gift Card for use on another purchase. You may also request a refund.
Please note that this refund or e-Gift Card amount will be equivalent to the price paid for the items during the sale.
Has your question been left unanswered?
Our Client Services team will be happy to assist with any questions.
Use the icons below to start a chat with a member of the team.