SHIPPING, TAXES & DUTIES
What VAT is charged on my order?
If you are buying goods for delivery to the UK or EU, VAT will be charged at the checkout. There won’t be any customs clearance for shipments to those countries with this one: From May 23rd, If you are buying goods for delivery to the UK or EU, VAT will be charged at the checkout. There won’t be any custom clearance for shipments to those countries. European orders placed before the 23rd were not charged with VAT and therefore subjected to custom clearance.
Will I need to pay taxes and duties?
International Orders may be subject to local taxes, import duties or other local requirements.
How much will I be charged for shipping?
We ship worldwide at below rates, charged by shipping region. We also offer free returns on all orders to all our customers.
|Great Britain||17.5 GBP|
|Hong Kong||300 HKD|
|New Zealand||65 NZD|
|United Arab Emirates||175 AED|
|Rest of the World||50 USD|
When will I receive my item and how can I track delivery?
It is important to check the delivery information on each of our products as many of them are based with suppliers across the world, once we have received the items with us in our warehouse you will receive shipping and tracking information from our couriers.
RETURNS & REFUNDS
What is your returns policy?
If your purchase isn’t quite right, you can return it for a refund by notifying us within 14 days of the date your order was delivered, using our free returns service. Simply email us on email@example.com call us to arrange a suitable time for our courier to come to your office or home and collect the package and return it to us. Please note, in some instances, we are unable to offer refunds or exchanges. This includes personalised and perishable products, as well as products which have had their protective seals or strips removed or damaged. This is also includes underwear, Made-To-Order products and magazines and books. This does not affect your statutory rights.
If you would like to exchange an item, you will have to place a new order for the product you would like and then return the item would not like to keep. The 14 day return window for each product, begins when each are delivered to your address. Note shipping fees will be charged again on the second order.
Will shipping fees be refunded on return?
Shipping fees will be excluded from your refund, unless the item is faulty or if you received the incorrect item.
Will taxes & duties be refunded on return?
We are only able to refund the VAT charged for the returned items at the checkout, unfortunately we won’t be able to refund any tax or duties charged by local governments at the custom clearance. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by yourself to your local government or authority. We are unable to assist in you reclaiming any local tax or duties.
Can I return my customised or made-to-order item?
Due to the nature of customised and made-to-order orders, and the fact that they have been specially created for you, we will not be able to accept returns on these products.
How do I prepare my package for a return?
You can send your items back in any safe and secure sealed package, but the items must be protected and therefore undamaged upon return to us. Ideally the package is returned in the box that it was sent in. Note any return that is not sent in a secure and sealed package, with the garment received in a new and unused condition, with its original packaging, will result in the return being refused and the package/s sent back.
When will I receive my refund?
Refunds are issued via the original payment method and will normally appear within 10 business days after the products have been received and quality checked by our operations team. Note the refund timing also depends on the processing time of your payment provider.
Have further questions?
Our friendly UK based customer service team are on hand to help between 9am – 6pm UK time Monday – Friday (excluding bank holidays).
Please email us anytime and we will respond as soon as possible: firstname.lastname@example.org
You can also call us for free using the special numbers below, between 9am – 6pm UK time Monday – Friday (excluding bank holidays). If during a busy time you have trouble getting through on these lines, please send as an email to email@example.com and we will get back to you as soon as possible.
United Kingdom: +44 20 3856 3886
United States: +1 (888) 979-7507
Australia: +61 1800 961 301
Hong Kong: +852 3008 3688
All Others: +44 20 3856 3886