Shipping policy
How much does shipping cost?
We ship internationally from the UK to selected countries (listed below) and charge a flat rate regardless of how many items you order.
As carriers’ charges have increased dramatically, we’ve had to increase our shipping rates to reflect that. And we’ve had to exclude many countries we used to cover, due to extremely high postage costs and frequent non-delivery of orders.
- UK domestic: £6.00 (Royal Mail Tracked 48)
- Europe: £15.00 (Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Gibraltar, Guernsey, Iceland, Ireland, Italy, Jersey, Liechtenstein, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland)
- USA, Canada, Australia, New Zealand: £30.00
- Rest of World: currently suspended
- Shipping rates may vary, check back here for updated information
- The cost will be added to your order at checkout, dependent on your shipping location
International orders and customs fees
For international orders, including those within the EU post-Brexit, customs fees may apply based on the value of the goods and the regulations in your country. Please familiarise yourself with the fees and regulations to avoid unexpected charges. The carrier will notify you of the fees and their processing fee via email. Failure to pay within 5 days will result in the return of the order to our UK warehouse and a refund for the items only (excluding shipping).
How long will your order take to arrive?
Packages sent from one country to another are taking longer than usual to arrive because of several reasons. First, there was a strike by Royal Mail employees before the holidays, which caused a backlog of packages. Then, there was a huge increase in the number of packages being sent, which also contributed to the backlog. On top of that, a cyberattack on January 11th caused all international deliveries to stop for several weeks. But the company has found new ways to handle the situation, and packages are now moving again, although tracking information might not be updated as frequently as usual because they are not scanning packages at every step of the journey.
If your tracking link is not showing updated information, you may be able to track it through Royal Mail’s international delivery partner's websites – select your country, and enter your tracking number and in some cases your post/zip code too: https://www.royalmail.com/sending/international/international-tracked-signed/delivery-partners
Please continue to check your email (including junk/spam) for notification that customs fees must be paid, as the parcel may arrive in the destination country without the tracking being updated at all!
What happens after I place an order?
Items are shipped from our warehouse in the UK using Royal Mail tracked service for all domestic orders and some international, as well as other tracked services internationally.
- Immediately after placing your order, you will be sent an order confirmation – check junk mail and promotions/social tabs if you’ve not received it. Contact customer services if it’s not there.
- We aim to dispatch orders within 2 business days (Monday to Friday, excluding UK national holidays and the Christmas/new year holiday period when our warehouse is closed).
- You will be emailed a dispatch notification. If you’ve not received this 2 business days after placing your order, first check your junk mail. If it’s not there, please contact customer services.
- UK orders should arrive 2 or 3 business days after the dispatch notification is sent to you, but we cannot guarantee this.
- European orders should arrive in your country 5 to 7 business days after dispatch notification is sent. But your parcel will be held by customs, and import fees must be paid by you within 5 days of the carrier notifying you, or it will be returned to us (see section above).
- Orders to the rest of the world could take 7 to 14 days to arrive in your country. However, your parcel may be held by customs, and import fees must be paid by you within 5 days of the carrier notifying you, or it will be returned to us (see section above).
- Dispatch and delivery times are estimates only. Delivery can take much longer during peak online shopping periods, especially from Black Friday through to Christmas.
- If your goods have not arrived within the time you expect, please email customer services stating your order number.
What is our returns policy?
If an item doesn’t fit or you don’t like it, a refund* will be made, providing it is returned to our warehouse unworn and in perfect re-saleable condition, with all tags and labels intact, and in its original packaging. However, we will not refund your original shipping cost or the return postage.
If you are not in UK, it can be prohibitively expensive for international customers to return something to us, so please carefully check the size guides and follow the advice on measuring before you order!
- Socks* are NOT returnable, for hygiene reasons – no refund will be given.
- You must return the goods to our UK warehouse within 7 days after you received them.
- You must include a returns form in the package – see below.
- You must pay your own return postage cost.
- You must get proof of posting – if the return package gets lost we cannot refund you without official evidence from your postal service that it was sent back to us.
- We will refund you for the goods when the package has been received and processed at our warehouse, but we cannot refund the amount you paid for shipping or any import duty and customs fees you paid.
- International customers: if you do not pay customs fees to the carrier within 5 days they will return the order to us automatically (see section above). When received, we will refund you for the goods, but we will not refund the shipping cost.
- Different terms apply if the goods are faulty, damaged, or incorrect – read Terms of Sale
