Delivery Issues

Standard delivery takes 3–6 working days. If it has been fewer than 6 working days since your order was dispatched, it may still be in transit.

Check the Order Status tool for the latest update on your parcel.

If it has been more than 6 working days with no update, please contact our Customer Care team with:

• Your order number
• The email address used to place the order

We'll work with our delivery partner to locate your parcel.

If you're not available, the courier may:

• Deliver to a local collection point — check the address in your tracking information
• Leave it with a neighbour
• Attempt redelivery — check your tracking link for next steps

We're sorry to hear that. Please try the following steps first:

• Check if the courier left a delivery card at your door
• Ask a neighbour — your parcel may have been left with them
• Check your tracking link to see if your parcel was delivered to a local collection point

If your parcel is still missing after checking the above, please contact our Customer Care team.

To get your order to you as quickly as possible, we sometimes ship items separately. Please check the following before contacting us:

• Check your Order Status tool — it will show if items are being shipped separately
• Check all your shipping emails — you may have received more than one tracking number

If your full order has arrived and something is still missing, please contact our Customer Care team with your order number and the email address used to place the order.

We're really sorry about that!

To return the item:

• Go to our Returns Portal
• Select "Product did not match my order" as the reason
• Upload two clear photos of the item and the packaging
• Make sure the item is unused, in original condition, and includes all tags and packaging (shoes must include the original shoe box)

We're sorry your item was damaged.

To return the item:

• Go to our Returns Portal
• Select "Product was damaged, dirty, worn" as the reason
• Upload a clear photo of the item you received
• Make sure the item is unused, in original condition, and includes all tags and packaging (shoes must include the original shoe box)

If your order couldn't be delivered, the courier may return it to us. Check your tracking link in the "Your order is on its way" email for details.

Please note: Returned orders cannot be resent. You'll receive a full refund once the return has been processed at our warehouse.

For return fees, how to start a return, and refund timelines please see our Returns & Refunds article.

For delivery costs, options, and tracking information please see our Shipping article.