Frequently Asked Questions
General
Q: Can I view all products?
A. Yes you can. All customers can see our entire product range at an RRP price. Once your account has been approved you can Sign In to view cost prices and place orders.
Q: How do I view the cost price of the products?
A. Once your account has been approved you can Sign In to view cost prices of all our products.
Q: I cannot find an item on your website?
A. There are multiple ways to search for products on our website. First you can search for the code or brand name in the search bar. Alternatively you can use the 'Brands' tab in the menu. If you still cannot find your product please contact us with your enquiry.
Q: Can I trade with you if I sell on eBay?
A. Yes, we accept orders from all business types.
Q: Do you offer Direct Dispatch / Drop Shipping?
A. We have invested in our warehousing facilities and systems so that we can provide direct dispatch and dropship services. We are always eager to discuss ways in which we can help you. Please contact us with your details and an account Manager will get back to you ASAP for further discussions.
My Account
Q: How do I become a customer?
A. Simply register online. Our application process is quick and simple. Once your account has been approved you can Sign In to view cost prices of our entire product range and all UK customers can place orders online using Credit/Debit Card, Paypal, Amex or ApplePay. Once your account has been approved you can shop online using one of the approved payment methods.
Q: I already have an account with you, how do I register on your new website?
A. If you already have an existing account with us then you should have received an email from us to re-register your account and re-set your password. If you are still having trouble then please use the contact us form and we will get in touch with you to assist.
Q: Can I see my account online?
A. Yes you can. Once you sign In using your username and password (that you chose at registration) select 'My Account' and you will be able to view your order history and view all your personal details.
Q: Can I shop online from the UK?
A. All UK customers can shop online and must reach a minimum order value of £150 + VAT. Once you have registered please wait for your account to be approved. You will be notified via email. You can then shop online using the approved payment method
Q: Can I shop online from outside the UK?
A. Export shipping is not available online at the moment. If you contact us we can put you in touch with one of our dedicated export managers.
Payment
Q: Do your prices include VAT?
A. VAT will be added to the Total order amount at the end of your order, in the Bag area and when you Checkout. VAT is not included on individual product prices.
Q: How can I pay for my order?
A: Go to ‘My Bag’, select your delivery choice from the drop down options and then ‘Checkout’. You will then go through 2 stages; Delivery and Payment. First confirm your delivery option and address then select your preferred payment method. Confirm your billing address and enter your card details then ‘Place Order’. The summary of your order remains on the far right throughout the checkout process. Once your order has been placed it will be confirmed for you via email.
Q: Do you offer Credit Terms?
A. All orders that are taken online need to be paid for upfront using one of the approved payment methods. If you think your business needs to be on credit terms then please use the contact us form and request to speak to one of our dedicated account managers who can assist you with your query.
My Order
Q: How do I place an order?
A. Search for the products you require or use the top navigation bar (Men, Women, and Brands) to find what you want. Then Sign In to view the Cost price, apply the quantity you want and 'add to bag'. When in your ‘bag’ select your delivery option and proceed to checkout. At the checkout you will be required to pay via one of the approved payment methods.
Q: Can I see my order history?
A. Yes, you can see your order history in your ‘Account' page.
Q: What is your minimum order value?
A. Minimum order value for UK customers is £150 + VAT. Please see delivery page for all details. Please note we currently cannot place export orders online. Please contact us for how to place export orders offline.
Q: Can I have more than one Bag?
A. Yes, you can create multiple bags but you can only ‘checkout’ one bag at a time. In your Bag area you will be able to add a ‘new bag'. You can name this bag for your reference, for example, ‘Valentine’s Day Collection’. The products will be saved in each bag until you wish to complete the order.
Q: Can I purchase each bag separately?
A. Yes, you can ONLY purchase each bag separately. Please be aware if you leave one bag and come back to it at a later date the stock may change so please refresh your page when you come back. You can find your ‘bags’ in your ‘Account’ page.
Q: I want to cancel/amend my order.
A. To amend your orders please contact us within 120 hours of your purchase. Unfortunately we do not accept cancellations if you have changed your mind.
Q: Do you offer any discounts on bulk orders
A. Yes we do. We encourage fair trading and are happy to discuss discounts suitable for a bulk order. Please contact your account manager or contact us to discuss further details.
Delivery & Returns
Q: I want to change my delivery/ billing / company address.
A. You can change your delivery and billing addresses in your 'Account' page under ‘my addresses’ and throughout the checkout process. Any changes made to your ‘company address’ will result in your account being placed on hold until we can verify the change. If you have a credit account any changes made to any addresses will cause the account to be placed on hold until we can verify the change.
Q: Can I have more than 1 delivery address on my account?
A. Yes you can. You will be able to change/add your addresses in two areas; in your 'Account' page you will find ‘my addresses’ on the left navigation and during the ‘Checkout’ process. However any changes made to your ‘company address’ will result in your account being placed on hold until we can verify the change.
Q: How much do you charge for UK delivery?
A. UK standard delivery is free of charge when you spend £300 or more. Please see our Delivery Page for further information.
Q: How much do you charge for Export Deliveries?
A. Please note we currently cannot place export orders online. Please contact us to speak to one of our dedicated export managers for further information.
Q: How long will it take for my order to arrive?
A. Our UK standard delivery option is on a 1-3 working day service. However, depending on quantity and location some deliveries may take longer. Please see Delivery Page for more information. Please note we currently cannot place export orders online. Please contact us to request to speak to one of our dedicated export managers.
Q: How do I return damaged goods/ claim for non-delivered goods?
A. Claims for shortages, damages or non-delivered items must be reported within 48 hours of delivery by email with any photographs to support the claim. Once received we will contact you to both approve your claim and refund with you or send you a credit note. If you are required to send the items back it will need to be in its exact packaging. Please note we cannot accept returns for good that have been opened.
Q: Can I track my delivery online?
A. You can follow your order status from your 'Account' Page. Your order history will inform you whether your order is still in the warehouse, ready for dispatch and when it's been dispatched.
Q: Can I pick up from your Warehouse?
A. No, unfortunately we cannot let any customer pick their order up from our warehouse. All orders will be sent to the nominated delivery address by our dedicated carrier.
Q: What are the delivery options?
A. For UK customers we offer Standard UK Delivery, 1-3 working days. See our Delivery Page for more information.
