Client Services
Frequently asked
Quick answers about orders, payment, delivery and returns.
How do I pay?
Checkout is handled by Stripe. The payment methods shown on the checkout page depend on your location and what's enabled for this store. We never see or store your full card details.
When will my order be dispatched?
Orders are prepared once payment is confirmed. See the Shipping Policy for processing times and rates.
My payment says “processing”. What does that mean?
Some payment methods, such as bank debits, take a few days to confirm. Your order is placed and the items are held for you, but nothing is dispatched until the payment clears. Your order page updates automatically.
How do I check on my order?
Use the link on your confirmation page, or find your order with its reference and the email you used at checkout.
Can I change or cancel my order?
Contact us as soon as possible with your order reference. If it hasn't shipped we'll cancel and refund it in full. Once it has shipped, you can still cancel within 14 days of delivery under our returns policy.
How do returns work?
See the Returns & Refunds Policy. Refunds are issued to your original payment method once a return is approved.
Are your items genuine?
We only sell pieces we believe to be genuine. If an item you bought from us is shown not to be genuine, you get a full refund including delivery. See our Terms.
Are the photos of the exact item?
Photos and 360° views may show the same model and colourway rather than the exact piece. What you receive always matches the size, colourway and condition in the listing.
How do I find my size?
Each product page links to our size guide. If you're between sizes, ask us — we're happy to help.
Do I need an account?
No. Checkout is as a guest; your order link and reference give you access to your order status.
Still have a question? Contact us.