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General

We use DPD as our preferred courier. Each customer order has a unique tracking number which is provided via email and/or text message in order for you to track your parcel. We also offer a free UK and US delivery service on every product. Please note all delivery times are “working-days” unless otherwise specified.

UK

We are a UK based company and offer free standard delivery (3-5 working days) on all orders. Next working day delivery (order by 2pm Monday-Friday) is available at a cost of £4.95. Saturday delivery (order by 2pm Friday) is available at a charge of £9.95. Please note any orders placed on Saturday or Sunday will be processed the following Monday. 

Please view the countdown on the product page to view the estimated delivery date for the product in question (if the appropriate next day shipping is selected).

US

We use FedEx Express as our preferred courier. Each customer order has a unique tracking number which is provided via email and/or text message in order for you to track your parcel. We offer a free US delivery service on every product, which has a lead time of 2-4 working days.

We ship all products from our boutique in the UK, however we cover all shipping, duty and tax costs. 

Rest of the world

We can send items to almost any location in the world with an approximate maximum lead time of 2-7 business days. Prices and services vary from country to country, however please proceed to checkout to view all available options. Please note you may be liable for local duty and tax charges - we do not pre-pay these fees. 

Returns Procedure

If you need to return a product, please confirm the validity of your return below. A return can be actioned via the "Create a Return" page (located at the bottom of any page) and you will receive an email with approval instructions within 1 hour. 

Return Policy

In the event that you would like to return your item, we accept returns on all orders - unless otherwise stated in the product description. We can issue a refund to the original payment method used, or we can offer an exchange – both free of charge. Store credit is also available. 

Returns must be created via our portal within 14 days from the delivery date to be eligible. The customer then has a further 14 days to return the item(s) to ourselves.

Your item(s) must be unused and in the same condition that you received it. It must also be in the original packaging with all swing tags intact.

We will notify you once we’ve received and inspected your return, and let you know if the refund/exchange was approved or not. If approved, you’ll be automatically notified and refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. If an exchange is desired, we will send you a new tracking number and order number via email. Store credit will be provided in the form of a gift card (valid for 1 year). 

Extended Christmas Returns

In addition to our standard returns policy, any online orders placed between Tuesday, 22nd October 2024, and Wednesday, 25th December 2024, can be returned via our portal until Sunday, 12th January 2025. You can choose to receive a full refund to your original payment method, an exchange, or a gift card. Once you initiate your return, you will have an additional 7 days to send the parcel back.

Shipping

You will be responsible for paying your own shipping costs on return. All UK returns are charged at £5.95 via our portal, where a Royal Mail return label/QR code will be instantly generated. Your parcel can then be dropped off at a local Post Office, or a collection can be arranged via Royal Mail.  

International customers are required to return their parcel via any courier of their choice, ensuring that the parcel is clearly labelled as a return. We will not be liable for any import charges associated to your returned goods.  

All shipping costs are non-refundable throughout the return process. However, if the item is faulty, shipping costs will also be refunded.

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Our Guarantee

We take pride in stocking only brand new and 100% authentic products. Each of our suppliers is personally vetted to ensure authenticity for our customers. We understand the internet can be a confusing place where mistakes happen easily. Rest assured, we are here to assist you before, during, and after your purchase. Our sales and support team is available 7 days a week via email and promises to reply within 24 hours.

Certilogo

Brands like C.P. Company, Emporio Armani, Stone Island, Palm Angels, Valentino, and many others use Certilogo labels on their products. By using the code online, you can verify the authenticity of these items. Moncler uses its own system: code.moncler.com. These labels are typically found inside the garment. Please note that this varies by brand.