FAQs

How much does delivery cost?

The cost of delivery varies depending on which service you would like. All our delivery information, including costs and length of time can be found in our Delivery page.

Can I have order delivered to a different address to my billing address?

Yes. When you go to your basket and enter your details, you can simply untick the box "ship to this address?" and you can enter the address you wish to have your order delivered to.

If an item is out of stock, can I still order it?

If an item or size is out of stock, the sizes will not show on the product page. If we do not have enough stock this will show once item has been added to basket e.g. if you would like 3 but we only have 2. All of our stock levels are live and please note that products are not reserved until your order has been confirmed.

What does it mean by "pre-order, coming soon"?

If "PRE-ORDER, COMING SOON" is stated in the product details section, this means the stock has not been delivered to us yet, however you are still able to purchase and your order will be dispatched once the stock arrives. 

Can I cancel or amend an order online?

Orders cannot be amended or cancelled online however our customer services team are available 5 days a week via phone, so please do contact us with any requests and we will endeavour to ensure that these are processed for you wherever possible.

How do I return items?

If you wish to return any items to us, you can contact our customer services team and they will process this for you. All items, must be returned to us in a new and unused condition with all outer packaging intact. You can view our full returns policy, for further information.

Can I order by telephone?

Yes, orders can be made over the phone. Our customer service team are available Monday-Friday 9:00am - 4:30pm on 0141 230 5229.

Klarna - What is 'Pay in 3 instalments' and how does it work?

‘Pay in 3 instalments’ is an alternative to traditional credit but without any interest, which allows you to split purchases into 3 payments. These payments will be automatically withdrawn from the debit/credit card you have on file with us every 30 days until the full order amount has been paid. In our app, you’ll also have the option to pay off a single instalment or even the entire balance earlier if preferred. However, at this time it’s not possible to change the scheduled payment date to a later date.

If your order is eligible for ‘Pay in 3 instalments’, you can select the option in the checkout and enter your debit or credit card information. When you attempt to place an order using our Pay in 3 payment method an authorisation hold is placed on the card you have connected in the Klarna App, to reserve the funds for the first instalment.
As soon as the store ships your order, you will receive an email from Klarna outlining your payment schedule and the first payment will be taken from the reserved amount on your credit/debit card. Your purchase and payments will then be visible and manageable in your Klarna App. So make sure to download the Klarna App to stay in full control and never miss a payment!

Good to know: There is no fee to use ‘Pay in 3 instalments’!

Klarna - How does 'Pay in 30 days' work?

Klarna’s ‘Pay in 30 days’ allows you to receive your order up front and get up to 30 days to pay without any interest and fees. In our app you’ll have the option to pay off the balance earlier or extend the due date to a later date if needed.

If your order is eligible for ‘Pay in 30 days’, the option will be presented at the time of checkout. As soon as the store ships your order, you will receive an email from Klarna outlining your payments. Your purchase and payments will then be visible and manageable here or in your Klarna App. So make sure to download the Klarna App to stay in full control and never miss a payment!

Good to know: There is no fee to use ‘Pay in 30 days’!

Klarna - Why are not all payment methods available at the checkout?

Klarna does not approve all orders for all our payment options and our aim is to support responsible, ethical, and sensible spending habits. Although our payment options are widely promoted they are not always universally available. We understand that it can be frustrating to not be able to choose the payment option you prefer. However, our approval process ensures Klarna offers responsible lending and services to our customers . Please understand that our Customer Service is not able to influence which payment options are available to you.

There are a number of factors, including address details, cardholder details, amount of order, the online store, previous order history, that are taken into consideration to determine which payment methods are offered. Some stores that offer Klarna don’t offer all payment options. Even if the store offers your preferred payment options with Klarna, it may not be available for all products and purchases. All at the time of your purchase available payment options will be presented at checkout.

Good to know: Each purchase is a new decision so in the future, your preferred payment option might be available to you again.