FAQs
Frequently Asked Questions
- How do I place an order?
New Customers
Choose the product(s) you would like to order by selecting the correct size and clicking 'Add to Cart'. Upon finishing adding items to your cart, proceed to the ‘checkout’ and use one of the relevant checkout options. Simply follow the instructions to complete your secure online payment.
Existing/Returning Customers
‘Log in’ to your existing account using your email address and password. Choose the product(s) you would like to order by selecting the correct size and clicking 'Add to Cart'. Upon finishing adding items to your cart, proceed to the ‘checkout’ and use one of the relevant checkout options. Simply follow the instructions to complete your secure online payment. Don’t forget to ‘sign out’ upon completing the shopping to ensure online security.
- How do I register at the website?
New customers can register at the website using the email address and password of their choice.
- Why do I need to register to shop?
We advise that registering with us is beneficial as it helps the customers;
- Remain informed about the special offers and discounts to avail them in time
- Keep track of their order(s) from confirmation to delivery.
- How long will it take to get my order?
It's coming, we promise! We ship orders from Mondays till Saturdays, during office hours only. We do NOT operate on public holidays. We focus on shipping the order as quickly as possible (5-6 working days). However, due to unforeseen events sometimes delays do occur especially after releases. But we keep our customers informed at every step and appreciate their patience in this regard.
Day deliveries are selected at the checkout and should be with you on the specified date. Delivery normally takes 5-6 working days and you’ll have your parcel.
- What if I forget my password?
You can request a ‘Password Reminder’ by clicking on 'Sign Up/Sign In' at the top of the page and entering your email address. Upon which you will receive an email with a link to reset your password.
- Can I cancel my order?
Once orders are placed on website they are processed and dispatched very quickly. Unfortunately, once the order has been confirmed we will be unable to amend or cancel it and the respective order will be sent out to you.
- I have received an incorrect item in my order, what do I do?
We aim to get your order right every time but we occasionally do fall prey to human error. Upon receiving an incorrect item, send it back to us (within 2 to 3 working days) and we will send you the correct item provided, we still have the product and size in stock.
The customers can use the ‘Go to My Account’ option to obtain a returns number. We suggest you may want to re-order the item immediately as our stock does sell quickly and when the item is processed-shipped we may not have a similar item available.
8. What if my order does not arrive within the specified delivery time?
We try our best to deliver your parcel within the set time frame. Unfortunately, sometimes orders can be delayed due to unforeseen events or due to delays within the courier network or postal service. Other causes of delays include but are not limited to; public holidays, bad weather or custom delays for international shipments etc.
9. How can I find items I want on the website?
Simply click on a ‘category’ at the top of the screen, then choose a ‘sub-category’ and browse the collection. Alternatively, use the 'search' link on the website and type in the product code or a description of the item you are looking for.
10. What is your return/refund policy?