FAQ

Stock and Availability

What happens if an item is out of stock?

Whilst we make every effort to ensure all items in store are always in stock, occasionally some items will be temporarily out of stock.

On the product page, if the item you have selected is out of stock, you will see "email me when available" (this may appear in the size drop down menu if you are ordering clothing). If you select this item:

An input box will appear below the list
Enter your email address
Press the "Submit" button
When the item is back in stock, an email will be sent to you

If you prefer not to receive an email, add the item to a Wishlist and check the list from time to time.

Items in high demand
If a particular item is in high demand we will need to re-order from our suppliers. If this is the case then the number of days that this process will take will be quoted on the product details page. For example, "Available within 7 days".

If we cannot get any more stock
If an item is out of stock and we cannot get any more stock, we will generally remove the item from sale. However, if there is an item that you really want, email our Customer Services team with the details of the item you wish to purchase and we will do our best to try and get it for you.

I have ordered multiple items with different stock availability. When will these be delivered?

If you have selected multiple items with different availability times then we will despatch your order when all the items are ready. If you need some items quicker than others then you will need to order them separately.

Placing Your Order

How do I place an order?

When you have found the item(s) you wish to purchase, please follow the instructions below:-

Select the correct size for the item(s) (where applicable)
Check the expected delivery dates for the item
Enter the desired quantity correctly
Read the Terms and Conditions
Click the 'Add to Basket' button - you will be taken to the basket page
Check that the items in your basket are the items you want to order
Choose your preferred delivery destination (either home delivery or to one of our stores)

Home Delivery

Choose your delivery address or create a new address
Choose your delivery options

Click the 'Go to Checkout' button

If you are a new user...

Enter your email address
Create a password
Confirm your password
Click the 'Submit' button
Enter your name and billing address (this is the address where your bills are sent to)
Enter your delivery address
Click the 'Submit' button
Enter your payment details
Click the 'Submit' button

If you are an existing Store user...

Enter your username and password (if you have not already done so)
Enter your payment details
Click the 'Submit' button

Can I place an order over the phone?

If you prefer, you can place your order by phone. Simply call:

+44 (0) 871 334 1819

Available between:
Monday to Friday – 8am - 8pm (GMT)
Saturday and Sunday – 10am - 4pm (GMT)

Please note: Phone lines are closed on UK Bank Holidays.

Calls to this number are charged at ten pence per minute from a BT landline, calls from mobiles and other networks may vary

When placing an order over the phone, please make sure you have:

The list of items you wish to buy
Your payment details

How do I use search?

This store uses a powerful search tool that enables you to find the products you want quickly and efficiently. When you make a search, (or when you browse via the navigation) the left hand side of the page will show the categories and search refinements available to you.

The 'Select a Category' section at the top shows you how many categories are relevant to your search term. For example, if you search for the word 'Tops' the categories 'Fashion', 'Training', 'Baby' and 'Souvenirs' will appear. Selecting one of these categories will display the number of items relating to 'Tops'.

The 'Refine Your Search' section shows additional properties of the products such as 'Size', 'Price' and 'Brand'. These will help you to narrow your search effectively.

Not seeing enough products?

The area at the top of the page, below the menu bar, shows you where you have navigated and the search refinements you have made. This starts with 'You are here...' and is referred to as the breadcrumb.

On occasions you may find that you have made too many refinements and as a result you may only see a few products on the page. If this is the case, simply click on the "X" next to the category or search refinement that you want to remove in the breadcrumb. This will broaden your search and a greater number of products should appear.

Why are the colours of my goods slightly different to the pictures on the site?

The items illustrated on this website are as close as possible to how they look in real life. The reproduction of colours is as accurate as photographic and computing processes will allow. Different computer monitors have different settings which may make colours appear differently and therefore we accept no responsibility for differences in colour or style.

Do you have sizing charts?

On product pages that feature items of clothing, you can find a link to a sizing chart (located next to the size drop-down menu). As different manufacturers have slight variations in their sizes our charts should only be used as a rough guide.

To see the full size charts for Men, Women, Boys and Girls see product detail pages.

Delivery and Shipping

UK DELIVERIES

UK Standard Delivery - Delivery takes 1-3 working days from when the order leaves our warehouse. This option will not guarantee delivery on a specific date and may be left in a safe location. Please allow at least 6 working days should you need to contact our Customer Service for tracking purposes. Please note that this service is not available to Northern Ireland, non-mainland UK and certain remote areas.

UK Standard delivery is free on all orders over £100 or £4.95 otherwise.

UK Click and Collect - (over 5000 locations, 2-3 working days) - A safe place to pick up your parcel without having to wait in for your delivery. Click and collect allows you to pick up your parcel from a local collection point (collection point finder available at checkout). There are over 5,000 local collection points in convenience stores across the country open from early in the morning until late at night, 7 days a week.

Need it faster?

UK Express Delivery - Express Delivery takes 1 working day from when the order leaves our warehouse. You need to place your order before 8pm and without any personalisation or badge printing for same day despatch. Please note that delivery to Northern Ireland, non-mainland UK and certain remote will take longer.

If your order includes a personalised item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.

Depending on the weight, volume and value of your order and your delivery address, we will select an appropriate carrier to deliver your order.

We do not offer guaranteed delivery on weekends or public holidays.

INTERNATIONAL DELIVERIES

Please note that due to the recent outbreak of the Coronavirus, we recommend to expect a delay of up to 21 days in receiving your order into China.

Standard International Delivery - (3 - 5 days) - This service will be delivered through your local mail service and does not usually come with a tracking number. Orders are usually delivered within 3-5 days but in the event that it takes longer than this, please allow upto 20 working days from the date your order leaves our warehouse.

Please note: In order to qualify for Standard International Delivery your order must meet the below criteria. If your order exceeds any of them the standard delivery option will not be available:

Order must be under 2kg
Order must be under £150 in value
Order must be no larger than 60cm x 60cm x 60cm

Express International Delivery - (1 - 2 days) - Our international express carrier provides a fully traceable delivery service. Normally 1 - 2 working days transit time from when the order leaves our warehouse.

Some more remote addresses may incur longer transit times. Cost dependent on the weight and volume of your order.

If your order includes a personalised item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.

ADDITIONAL INFORMATION

CHRISTMAS 2019 DELIVERY DEADLINES

Please note the last dates for Christmas delivery.

EUROPE

UNITED KINGDOM

Non-Personalised Items, Standard Delivery, 11pm 21st December. Personalised Items, Standard Delivery, 11pm 18th December.

Non-Personalised Items, Express Delivery, 11pm 22nd December. Personalised Items, Express Delivery, 11pm 19th December

AUSTRIA

Non-Personalised Items, Standard Delivery, 11am 14th December. Personalised Items, Standard Delivery, 11pm 11th December.