Can I change my delivery address once my order has been placed?

Unfortunately due to our fast delivery times our system is constantly updating and once an order has been placed successfully we are unable to change any details.

Can I add another item to my order once an order is placed?

Unfortunately due to our fast delivery times our system is constantly updating and once an order has been placed successfully we are unable to add anything extra or change the items in your order.

I saw an item on your website but it’s no longer there, why?

If an item is no longer showing on the website this item is unfortunately now out of stock. One of our stores may still have the item in stock so it may be worth contacting your local store to see if they have any available. Unfortunately our stores are unable to transfer items to other stores or post items directly to you.

If you would like to know if an item is coming back into stock online please contact us or on 0844 800 1044 and quote the five digit product code shown below the products name. Our Customer Service team will be able to advise if and when an item is coming back into stock.

I want to buy an item from your website but my size is not showing, how can I purchase the correct size?

If an item is not showing in your size this unfortunately means the item is currently out of stock in this size. One of our stores may still have the item in stock so it may be worth contacting your local store to see if they have any available in your size. Unfortunately our stores are unable to transfer items to other stores or post items directly to you.

If you would like to know if an item is coming back into stock online please contact us or on 0844 800 1044 and quote the five digit product code shown below the products name. Our Customer Service team will be able to advise if and when an item is coming back into stock.

Can I pre-order an item that is coming back into stock?

Unfortunately we are unable to take a pre-order on items coming back into stock. As delivery dates of stock cannot be totally guaranteed we would be unable to give you an exact date of when you may receive your item.

We advise you to keep an eye on the website because as soon as an item is available to buy online again it will automatically be showing with the sizes.

Can I leave a message for your couriers?

We are able to pass messages onto our courier, HDNL, once your order has been dispatched; however we cannot guarantee that this message will reach the driver in time.

We would therefore advise that if you have any specific instructions for HDNL that you leave them a note detailing this. This will then guarantee your order is delivered as requested.

What time will I receive my delivery?

Unfortunately we do not offer a timed delivery service however HDNL do start delivering from 8am until 6pm; although these times can vary to include earlier and later deliveries.

If I’m not in when delivery is attempted what will happen?

HDNL will always attempt to obtain a signature at your delivery address; however if no-one is in to receive the order HDNL will leave your delivery in a secure place. If there is not a secure place to leave your delivery they will take the delivery back with them and attempt to deliver the following working day.

A calling card will be left by HDNL to let you know where your delivery is.

Why has my order been cancelled?

We take every care to ensure the information on our website is timely and accurate. However occasionally items may be displayed temporarily that are no longer in stock. This is impossible to avoid and is in no way an attempt to mislead.

Your credit or debit card will be charged immediately when you place your order. If the item you have chosen and paid for is unavailable you will be contacted via email and a refund will be credited back to your account subsequently.

Your order may also be cancelled if it fails any of our security checks. Please contact us or on 0844 800 1044 if you have any questions concerning this. If your order has failed our security checks it may be worth contacting your bank directly.

Why has an item in my order been cancelled?

We take every care to ensure the information on our website is timely and accurate. However occasionally items may be displayed temporarily that are no longer in stock. This is impossible to avoid and is in no way an attempt to mislead customers.

Your credit or debit card will be charged immediately when you place your order. If the item you have chosen and paid for is unavailable you will be contacted via email and a refund will be credited back to your account subsequently.

When will I receive my refund?

When an order is returned to us it is sent back to our warehouse where the items go through a necessary checking process which can take a few working days. Once the items have completed the process we will be informed and a refund is credited back to your card.

Please allow up to 15 working days for us to receive your order, check it and for a refund to be credited back to your card. You will be informed by email when this has occurred.

If you do not hear from us within 15 working days please contact us or on 0844 800 1044 so we can look into this for you. If we have not received your order in this time you will have to claim this back as lost post through the Post Office.

It is our responsibility to get your delivery to you safely and it is your responsibility to get any returned items back to us. As it is your responsibility we advise you insure your parcel for the cost of the items and keep hold of all your receipts and proof of postage so you can claim for this loss in the event of your order being lost.

Are items shown online also available in your stores?

Items shown online are available in our High Street stores however it is worth contacting your local store to check the individual stores availability.

Are the same promotions available in your stores?

Items in store and online are subject to the same offers; however it is worth contacting your local store to see their availability of these items.

Can I track where my order is?

We offer a full track and trace service with HDNL. You will receive a Despatch Confirmation email once your order has left our warehouse containing a 16-digit tracking number e.g. 8REP123456789999.

Enter your tracking number on HDNLs website and this will show how far along the delivery process your order is.


If you have any questions regarding your delivery please contact us or phone us on 0844 800 1044; 8.30am-5pm Monday to Friday (excl. Bank Holidays)

Are your deliveries guaranteed?

We make every effort to despatch all orders in time to be delivered on the day expected with HDNL. Although the majority or our parcels are delivered on the correct day we are unable to guarantee deliveries as orders can be delayed due to unforeseen circumstances (e.g. weather conditions, accidents etc.)

Why does it cost £10.50 to send orders to the Scottish Highlands and Northern Ireland?

Our delivery costs to send to the Scottish Highlands and Northern Ireland is set and decided by our courier’s HDNL; not by ourselves.

I cannot remember my password for the 3D secure section; what can I do?

The 3D secure section is provided by your bank, if you cannot remember your password to this section you will need to contact your bank directly who will be able to re-set this for you.

My card has been declined, why?

If you card is being declined when you are trying to place an order this is due to your bank declining the transaction.

We do not decline any transactions and If this occurs please contact your bank directly so they can rectify this for you.

I am buying items within an offer but the discounts are not showing, why?

Discounts applied to items will not show until you reach the final check out stage on the website at the point when you are asked to input your credit card details.

If your discount is still not showing at this final stage please make sure the items selected are available within one of our offers. Items in the offer will have symbol in the bottom right or top right of their image. If either item does not have this showing they are not available in the offer and the discount will not be applied.

If the discount is still not being shown at the checkout stage and both items are definitely eligible for the same offer please contact us or on 0844 800 1044.

Are gift cards redeemable online?

Unfortunately gift cards are currently not redeemable online; however this is an option we will be looking into in the future. If you sign up to our newsletter we will be able to inform you when this is available.

Gift cards can be purchased online to spend in store and any gift card can be registered online against loss or theft. By registering your gift card online you will also be able to keep an eye on your remaining balance.

I don’t have my delivery note can I still return an item to your store?

If you no longer have your delivery note please contact us or on 0844 800 1044 so we can contact your local store with the details of your order and returns.

You can still return your order via post without your delivery note.

Is there a contact number for HDNL?

If you have a query regarding your delivery with HDNL please contact us or on 0844 800 1044 so we can contact HDNL directly for you.

Is there a contact number for HDNL?

If you have a query regarding your delivery with HDNL please contact us or on 0844 800 1044 so we can contact HDNL directly for you.