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Help & Contact

Please select the subject below and click for more information.
  • Where is my order?

    Please check with your order confirmation email which has your estimated dispatch date on. Most of our orders are either dispatch on this date or before, however please allow another couple of days after this date to cover any logistic or weather-related delays.

  • I didn’t get an order confirmation email

    Please check your junk folder, any other email accounts you may have in case you used a different email when placing the order. If you still don’t have it, please email with as much information as possible so that we can look into this. Usually it is either a typo in the email address when you placed the order. We can then update your email on the order so that you get the dispatch email with the tracking details on.

  • My order has been dispatched, where is it?

    You will have been sent an email with your tracking code on. If you have clicked on the link straight away and nothing is showing, please try a little later as it can take a little time for the courier details to update.

  • Can I come and collect?

    Yes, you can if you live near our Teesside warehouse. Any postage paid will be refunded on collection. Just let us know that you want to collection and we will put a note on the order to email/phone you when it is ready. Reply back to the order confirmation email or with your order number. If you don’t know what this is, please provide your address details and the name that was used on the order.

  • My item is faulty, what do I do?


    We’re sorry to hear that you have had an issue with one of the products that we sell. Please can you provide the following information to so that we can then pass this onto the claims department.

    To quicken up the process, it is best to email us photos as usually a claim can be handled without having to send the product back to us.


    • Whole product front 
    • Label on the inside of the item (model, size, production number)
    • If visible, a photo of the fault
    • If footwear, a photo of the underside of the sole

    Once we have the above information, our claims department will make an assessment and we will get back in touch with you once this has been processed. 

    Please confirm if you want a replacement or if you prefer a refund. 

    If we are sending a replacement, can confirm your delivery address and any special delivery instructions (leave with neighbour, behind side gate, etc)

  • When will I get my refund?

    Refunds will typically take approx 5 business days from arriving back with us. If you have tracking, please check the day it was signed with us and then allow the processing time to elapse. If it is beyond this time, please provide the tracking link and a description of the bag it was returned in and the contents.

    Once we have processed your refund, you will get an automated email to confirm this has been accepted and money will start the transition back to payment method you original used.

  • I want to send an item back for an exchange.

    You are welcome to send an item back, but we don’t offer an exchange service. You will need to order the item again in a different colour/size of your choice and we will treat this as a new order. You can either send the item that you don’t want back straight away for a refund (please read our full returns policy here - or wait until you are happy with the replacement item and then send it back. You have 365 days to return from the date of the order to return an item.

  • Do you price match?

    We simply will not be beaten on price.* We take a strong stance on ensuring not only that you will get the best customer service experience, but the best price possible also.

    If you wish to purchase a product, that you have found cheaper elsewhere (see our terms below). Please to avoid delay, place your order in the usual way through our store, make payment and email your confirmation order to with the link to the product shown in stock and at the lower price. You will then be given your difference refunded within 24 hours. We can only action orders within a 24 hour timescale from time of order.

    *We will price match any genuine UK company (must be registered with Companies House) at the advertised price at the point of sale. Match must be verified as exact like for like which includes the same returns policy (ours is 365 days),  item code, exact size and colour available, delivery times & delivery charges.  We do not price match unauthorized retailers, third party retailers, resellers or private sellers. We do not price match for Interest-Free Finance purchases. We do not price match free gifts or promotional voucher discounts.