Frequently Asked Questions

 

Payment

How can I make payment?

We accept all major credit & debit cards, you can also pay through World Pay.

 

Will my payment information be safe?

Of course! We promise to keep all financial details safe, this information is only ever transferred to us via a secure server connection. No payment details will ever be saved or held on our system.

 

What currencies do you accept?

Pounds Sterling, US Dollars, Euros & Australian Dollars.

 

Can I pay over the phone?

No, we only accept payment via online checkout using credit/ debit card & World Pay for maximum security.

 

Delivery

 

Which UK delivery options do I have to choose from?

UK Standard Free delivery on all orders over £50

UK Standard (Estimated delivery time is 2 to 3 working days) - £2.99

UK Tracked Next Day (Orders will be delivered within 1-2 working day) - £4.99

UK (Mainland) Express Next Day (Order will be delivered within 1 working day) - £7.99* *(Excludes BT & AV postcodes)

 

Which EU delivery options do I have to choose from?

 

EUROPE Standard (Estimated delivery time is 3-7 working days) - £6.99

For each additional item - £3.00

 

EUROPE Express (Estimated delivery time is 1-2 working days) - £11.99

For each additional item - £5.00

 

Which delivery options do I have to choose from outside the EU?

USA Standard (Estimated delivery time is 4-10 working days) - £8.99

For each additional item - £4.00

 

USA Express (Estimated delivery time is 1-2 working days) - £13.99

For each additional item - £7.00

AUSTRALIA & CANADA Standard (Estimated delivery time is 5-10 working days) - £9.99

For each additional item - £5.00

 

AUSTRALIA & CANADA Express (Estimated delivery time is 1-3 working days) - £18.99

For each additional item - £7.00

Standard (Estimated delivery time is 7-14 working days) - £10.99

For each additional item - £7.00

 

When will my order be sent?

All orders placed before 13:00 Monday to Friday are dispatched same day.

If the order is placed after 1 o clock Friday it will be sent out Monday.

I have not received my order, what shall I do?

Drop our friendly help team an email to [email protected] including your name & order number, we promise to resolve any issues as quickly as possible!

 

Does my delivery have tracking?

All delivery options come with tracking, you will find tracking code on your order confirmation. If you can’t find it ask our friendly help team [email protected].

 

Why isn’t my tracking activated?

Don’t panic if your tracking isn’t activated straight away, please allow for enough time. If you have any queries please send us an email [email protected].

 

Returns

 

What is your UK return address?

XY LONDON

Unit 42 Bates Industrial Estate

Church Road

Harold Wood

Romford

Essex

RM3 0HX

 

How long do I have to return?

You can return within 30 days of receipt.

 

What are the conditions of returning?

Items must be returned in the unworn, resalable condition in the original box within the 30 day deadline.

 

Who is responsible for return postage?

The buyer is responsible for return postage. It is up to each individual which service you choose although we do advise you to use a tracked service, here are a few options; Royal Mail 2nd Class Recorded, My Hermes, Collect Plus ETC.

 

How do I return?

Repackage the original box including the invoice inside (you can use any suitable wrapping, ensuring that everything is returned the same way it was received). Write the address on the front of the package and send.

Please ensure you retain your postage receipt because as you are the sender you are liable for the package.

 

I do not have a return form, what shall I do?

We do not provide return forms, you will just need to include your invoice inside the box.

What shall I do if I no longer have the invoice?

Please include a note inside the box including your full name & order number.

What shall I do if I have received a faulty item?

Please send our team an email to [email protected] including your name, order number and photos if possible, our friendly staff will do everything they can to resolve the issue.

Can I return for an exchange?

If you would like an exchange you would need to return the item for a refund, you can then repurchase the new product straight away. This way you know the item will still be in stock and it will reach you much quicker!

 

How long does it take for my return to be processed?

Refunds are usually processed within 3 working days of receipt.

 

Technical

Why can’t I sign into my account?

It may be that you have mistyped your email or password, please check this is not the case. If you have forgotten your log in details there is a forgotten link to resolve this issue. If you are still having trouble give our help team a shout at [email protected].

 

Why haven’t I received an order confirmation email?

First of all check your junk mail, if you still can’t find it let us know so we can look into this and resend if applicable.

 

Why has my payment been declined?

Check that all your card details have been entered in correctly, if this fails send our help team an email to [email protected] so we can assist.

 

Customer Service

What are your opening times?

9:00 to 17:00 Monday to Friday

 

How can I contact you?

Email: [email protected]

Telephone: 0800 024 8450

 

How do bloggers get in touch?

If you would like to feature our products on your social media in return for the goods please email [email protected]