Orders, Shipping & Returns

SHIPPING:
All of our shipments are shipped via UPS/USPS (United States) and FedEx (Canada) and include a tracking number that will be emailed to you once your order has been fulfilled.

WHAT CAN YOU EXPECT
The time frame for order delivery is divided into two parts:
Processing time: All orders are sent to our distribution facility for dispatch within 24 hours from when your order is received. Distribution will verify, quality check and package your order for courier pickup within 1-2 business days.
Shipping time: This refers to the time it takes for items to be shipped from our distribution facility to your destination. After processing and leaving the warehouse, items usually take between 1 and 6 days to arrive at their destination but can occasionally take longer from time to time depending on weather, courier delays, etc.
International deliveries usually take up to 14 days.
Please note, internationally delivery will ONLY occur if the distribution facility in your country is out of stock on an item and another warehouse has stock outside of your country.

WHO DO WE DELIVER TO?
All customers must be able to provide a valid (physical) shipping address to where the parcel is to be sent to. A full breakdown of the shipping details, which include the full total amount, will be given to you at the checkout before the order is confirmed.

All international parcels are subject to review by the customs agency of the destination country and the addressee is liable for any additional customs charges which may be incurred.

It is the customer’s responsibility to ensure that all of the order details are correct which include the correct sizes, colours and styles selected in the order are correct. This information cannot be amended or changed once confirmed. It is also the customer’s responsibility to ensure that the complete shipping address is correct which include the complete unit number, street name and zip/postal code. We do not hold liability for parcels delivered to addresses incorrectly stated on the order.

We suggest that you write a safe place option or a specific delivery request as a signature may not always be required for delivery. If there is no-one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date providing that the service is applicable. Depending on your method of payment, you can have your parcel shipped to an alternative address. You must ensure that the full address details are included, such as the company organization or name. You can use any available address line to provide additional details such as company name or other specific address information. If a major credit card is used on our website, the billing address must always be the same address to where the card is registered to otherwise this may prevent an order from going through successfully. An alternative shipping address can be selected with this method of payment alongside security obtained by the bank. When using PayPal the billing address must be registered, verified and confirmed by PayPal on the account and the shipping address must be in the same country of billing registration.

DELIVERY TIMES:
We are unable to give an exact date or time for the delivery as the parcel will be processed approximately 1-2 days after making the purchase (unless stated otherwise). All delivery dates should be estimated from the date the order is dispatched which is usually approximately 1-2 days from this date.  All dates for delivery which include other courier services should be calculated from the date of dispatch and not from the date of order. Additional information sent from the couriers such as text messages and emails are not a guarantee of the exact delivery times. This can sometimes be sent in error and is not an exact representation of the time. We are not liable for delays calculated based on provided delivery estimates of the courier company or other third parties.

RETURNS:
Items may be returned for a full or partial refund or exchange within 14 days from the date an order was received.  Customers are required to send items back to us at their own cost via any courier if they do not suit their requirements. We do not have any retail stores to purchase items from. All items returned must be in their original packaging (boxes/clear plastic) and have labels/tags intact - except for items where packaging or labels were not provided.

If an exchange is required we will send the exchange item free of charge. All items returned for exchange will be processed accordingly by our returns team. If the exchange item requested is no longer available at the time of processing and no alternatives are provided, a full refund will be given.

Refunds made for returned/damaged/missing items can include the part of the original postage and packaging. If you return every item from your order within the set time you will be refunded your full purchase price placed from the original order. If only some of the items are returned, then part of your purchase price will be refunded. If an exchange item is returned for a refund you will not be refunded any of your original postage - refunds can be rejected at this time and we have the right to issue an exchange only for exchanges.

We strongly advise that customers inspect their order upon receipt of the parcel for any
manufacturers defects that could have possible been missed throughout the checking process. We have a dedicated control team, however, in some circumstances these errors can sometimes be missed. Customers must keep a valid postage receipt including parcel weight for all return parcel enquiries. A valid postage receipt including tracking number must be provided in case of any parcels lost in transit. Any non-delivery cases will not be valid without this receipt. It is the responsibility of the sender to open a claim for any parcel’s lost in transit with the courier.

You may use the original packaging if you still have them. If not, please pack your items securely in any packaging material suitable. Parcel can be rejected if parcels are returned damaged due to unsecured packaging. Full valid details along with refund/exchange instructions must be included within each returning package in order to be processed correctly. For example you must include a cover note stating your
full name on your account, order number returned, the items from the given order that are being returned and your address for any exchanges to be sent. Alternatively, you can make a copy of your packing slip and highlight which items from this order you are returning and your request for a refund or exchange. Parcels can be held or rejected by the returns department and not processed if the received parcel cannot be identified by the details provided within the package.

UNDELIVERED PARCELS RETURNED:
Providing that the recipient’s order has been registered as delivered by the courier company and providing that the customer has provided the correct delivery address, if an order is not received by the customer within the first seven days from the delivery date stated by the couriers, we can raise an investigation in our aim to recover the parcel. Please be advised it is a compulsory condition to report non-delivery cases within 10 calendar days from the delivery date stated by the courier company to initiate a claim with the courier company. Under no circumstance can we declare a parcel as lost until a full investigation with the warehouse/courier company/returns department has taken place.