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Customer Information and Updates

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Keeping us safe in stores

We are managing the number of guests in our stores. We are observing social distancing inside and outside. Our team will be wearing face masks and gloves. We will provide complimentary face masks for customers who require them. We have hand sanitiser available for your use at entry and exit. Our stores are deep cleaned before opening, and cleaned regularly throughout the day. Fitting rooms are closed – they can be opened on request, and will be cleaned after use. Clothing that has been tried on or returned will be quarantined for a minimum of 24 hours.

For all new customer information and updates please review our Q&A below.




+Q1. Are there any shipping delays?

 No – All fulfillment sites and delivery partners are operating as normal with no delays to deliveries.

+Q2. Are you still delivering worldwide?

Yes – we are still delivering all of our usual delivery destinations

+Q3. Are there any particular countries affected?

Not at the moment, we are delivering to all shipping destinations as usual.

+Q4. I do not want to interact with the driver – can you waive the signature?

Yes - DHL drivers will waive the signature requirement upon delivery, minimizing the interaction with the driver.

+Q5. What steps have you taken to ensure the packages and products are virus-free?

All of our fulfillment sites and delivery partners have ensured that all members of staff are increasing sanitisation regularly to prevent any potential spread of the virus.

+Q6. What is your returns policy? Have you extended it?

Yes, we have extended our returns period from 14 to 30 days for all purchases made online and in stores.

+Q7. Can I still drop my parcel at a drop-off location?

Yes, but we would recommend customers to arrange a pick-up from their home addresses instead to avoid unnecessary exposure.

+Q8. I am returning my order. Do I still need to leave the parcel open for inspection by the driver?

No. You can seal your parcel and give it to the driver tight shut. Your box will be digitally scanned when it arrives at the depot.

+Q9. I have an order ready to collect in store. What do I do?

Our customer service team will contact you as soon as possible to discuss your options. We can also be reached at

+Q10. Do you still provide repairs and rewaxing?

Repairs are available in store now. Rewaxing will be available by drop off only in July. If you have any questions, please contact

+Q11. Do you still ship spare parts?

No - To protect our teams internationally we’ve suspended all replacement part requests until further notice.

+Q12. Are your Outlets open? Can I buy from them online?

We have reopened outlets in Portsmouth, Bicester and Cheshire Oaks. You cannot shop online with our outlets.

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