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Tracking delivery

In our dispatch email you'll have your unique tracking number for your order. Please check your junk folder, if you haven't got the email.

Click & Collect deliveries take three (3) to seven (7) working days.

Standard Delivery takes three (3) to seven (7) days

You can also find that tracking reference number in your order history, to track the progress of your shipment.

Why is my order late?

Depending on what delivery option you selected your order might still be out for delivery.

Click & Collect - delivery to your chosen store, three (3) to seven (7) days.

Standard Delivery - three (3) to seven (7) days.


You can also check the status of your order using your tracking number we sent you in the confirmation email.  

Why has my order/item returned to sender?

Our delivery partners will attempt to deliver your order three times. 

Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.

Occasionally, an order gets damaged in transit and can't be delivered.

You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.

If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us. 

Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again, but will be refunded in full once the warehouse team has processed it. 

If you require the items, we would ask you to place a new order.

Where is my order?

For most orders, you can track the status of each parcel when you check your order history online.

We will keep you updated by email as your order progresses, this includes sending you the tracking details so you can learn more about your parcel progress.

Once your parcel is with the delivery partner, they will also keep you updated so you know when to expect it.

Delivery timescales will vary depending on what you've ordered and the delivery service you selected. If you're concerned your parcel is taking a while to progress further, we'd recommend you check your order details first as your order may still be within the expected delivery timescales. You can find the expected delivery date on your emails updating you about your order.


How do I apply a discount code?

If you are using a promotional code that is currently on our website this can be added in your ‘bag’. All you need to do is enter the promo code in the field under the ‘total’ order amount and then select ‘Apply’. 

If your order meets the requirement for the code the discount will be applied to your order and will show in the ‘order summary’:

Any other codes need to be added in the payment section. Once you’ve selected your delivery option, you will be presented with all the payment options available for your order. Select ‘Apply Promo Code’ enter the code provided to you and then select ‘Apply'.

Please note:

Terms and conditions apply to all our promotions and sales. There may be brands or departments that are excluded from our promotions. All promotions are subject to stock availability and promotional codes can no longer be honoured after their end date.

Payment issues

If you are getting error messages when making a payment using a card, please check the following:

  • The address registered on your card matches the billing address in My Account/on your order
  • You are entering the card details correctly e.g the expiry date and security code from the back of your card
  • Has your bank declined the payment, you will need to contact your card provider as they will have more information. 
  • Try using a different card or payment method.

Once you've checked all of the above and you are still experiencing problems, please contact us and include as much detail as you can around the error:

  • The error message you are seeing
  • A description of the problem
  • What payment method you are trying to use
  • What the products are you’re trying to purchase
  • What internet browser you are using or if you are using our app
  • Any other details that could be useful

Please note: If you are experiencing problems whilst using PayPal or Frasers Plus to make a payment, you will need to contact them directly.

Why is my bank showing two charges for my order?

We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-5 working days. 

In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

Can I cancel or make changes to my order?

I need to cancel my order

Once you've placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible. 

Depending on the status of your order, we may be able to cancel it for you. Please contact Customer Service within 30 minutes of placing your order so that we can check this further for you. 

If your order has been shipped or starting going through our automated fulfilment process we will not be able to cancel your order. Please see our returns policy for details on how to return your order once received.

I need to change the address 

We cannot change your delivery address after you’ve placed your order. 

If you are not going to be home to accept the delivery, please note that some of our delivery partners will deliver to your neighbours or leave your parcel in a designated safe location around your property. You can use the ‘Click to track order’ button on your ‘Order shipped’ email to see if the delivery partner offers these services. 

If this is not an option please contact Customer Service and we will let our delivery partner know to return your order back to our warehouse for a full refund (This can take up to 14 days). If you still want your order you will need to place the order again. 

I need to change my order

We will not be able to retrospectively update your email address if this was entered wrong whilst checking out, sadly we will not be able to send email to you about this order. During cases where you need to change your email address (as a result of a typo or if you have changed your email address) we recommend you create a new login with with your new/correct email address.

Also, once an order has been submitted we cannot make any changes, this includes:

  • Adding or removing items
  • Changing colours or sizes
  • Changing the delivery options
  • Applying promotional discounts
I've received the wrong item

If the item you received differs to what you ordered or expected-

For orders placed online - Please contact our Customer Service team within 28 days from the delivery date with full details of the wrong item that you've received, and we will investigate this for you.

When contacting us, please also provide a clear image showing the tags and product code so we can better help you.

Please note that some items may be received in a slightly different colour or style to what is pictured online. These products will mention this on the product description, so we would recommend you check this before contacting to avoid disappointment.

For orders bought in stores - Please visit the store with the product and proof of purchase so they can try to help you.

I'm missing an item from my order

We’re sorry there’s items missing in your order.

Before contacting our customer service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing. 

If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not  have the stock of the item to send to you at the time of shipping.

If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.

Why have you cancelled my order or item?

You're order may have been cancelled due to one of the following reasons:

  • The items are out stock when it comes to packing your order
  • The items are not available for shipping out of the UK
  • The billing address doesn't match the details your payment provider has on records.

You will receive an 'Order cancelled' email to confirm which items have been cancelled and the pending payment amount will be released to your original payment methods. Please allow 2-5 working days for this to be cleared. 

Please note: If your item included in a sale and then cancelled because the item was out of stock, we will not be able to honour this price if the item come backs in to stock after the sale has ended.

My order has been cancelled, but it appears that I have still been charged

If your order has been cancelled, you will be refunded to your original method of payment within 2-5 working days. 

The time might depend on your banks processes. 

I'm trying to return my order, but it's saying my order isn't found

We're aware there are intermittent issues affecting some of our customers when trying to return their order even when they are within the returns timeframe.

Our technical teams are working on fixing this issue. 

The error you see may look similar to this:

If you're seeing an error such as an order not found - we would recommend you check back in a couple of days and try again.

Store Finder

View our store finder to find all our stores in your area.

Unsubscribe/Delete Account

Having an account is free and enables you to shop easily without having to enter your details each time. It also gives you an easy overview of your order history.

If you'd prefer to keep your account but would like to stop receiving promotional messages you could change your preferences online, or by pressing ‘unsubscribe’ on one of our marketing messages.

If you want to delete your online account, please contact us with your details our team will help you further.

I’m having problems signing in. What can I do?

If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up. 

If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. 

If you don't have an account you can set one up. This means you have all your order history and details in one place. 

If you're still having problems signing in to your account, please contact us and we'll be happy to help.