Frequently Asked Questions
Listed below are some of the most frequently asked questions. However we are on the end of a telephone if you want to talk to us. We are open 9am- 5pm Monday to Friday on 0044 (0) 116 234 4612. At weekends and out of hours we have an answering service that means we will call you back the next day. We don`t have a shop but we keep all our stock in our large warehouse in Leicester.
How long will it take between placing my order and receiving my product?
If we show the product on our site it means we have it in stock and it will be dispatched within 2 days and with you between 3 and 5 working days after you place the order for orders within the UK. If you are living outside of the UK but within the EU, please allow 6-9 working days. For worldwide deliveries outside of the EU, please allow up to 28 working days.
How can I pay?
Our site accepts all major cards including Visa and Mastercard, or alternatively you can pay using PayPal.
Why wasn't my payment accepted?
The most common reason for a payment not to be accepted is that the billing address of the order doesn't match the billing address of the card being used. The billing address should be entered exactly as it is shown on your card statement. Don't worry though - you can specify a different shipping address for your order to be delivered to. If in doubt give us a call.
Can I cancel my order?
We try to ship every delivery on the same day or at least the next working day. Please let us know immediately after placing the order if you wish to cancel, as we are unable to cancel an order once it has been dispatched. If you place an order for a style we are waiting for then of course you can cancel at any time. If you are not happy with our products or service we offer a money back guarantee.
How much is shipping?
UK delivery is free. Europe strats from £27.5 and ROW starts from £35.
Who will deliver my order?
For shipping addresses within the UK, our products are couriered direct to your door using UK Mail.
For shipping addresses outside the UK your order will be dispatched with DPD.
For ROW we use Royal Mail.
How will my product arrive?
Your product will be shipped safely.
UK orders will be sent with UK Mail. UK Mail courier service requires that the item must be signed for either by the recipient or by a neighbour unless there is a secure location in which it can be left. If you have placed an order and want to specify any delivery notes (e.g. secure locations), please email us at firstname.lastname@example.org.
Orders outside the UK arrive by DPD courier for EU and Royal Mail for ROW.
What if I am not happy with my product?
We don't think this will be an issue due to the quality of our products but, in the unlikely event that you are not happy, return it to us unused and we will refund the price you paid. If for any reason the product is faulty we will either repair, replace or refund your purchase price.
What happens if the product does not arrive?
We have shipped to over 25,000 customers worldwide. If your item is lost do please call us on 0044 (0) 116 234 4612 and we will sort it out to your full satisfaction. In the very rare event that your order does not arrive, please call us or email us at email@example.com.
What if I am not in when the product arrives?
UK Mail will attempt delivery to your address a maximum of 3 times. If you are unavailable, they will leave a card with instructions on how to collect your Parcel. This means that you have to collect the parcel from your nearest UK Mail office. If this is not possible the parcel will be returned to us and we will contact you to see if alternate arrangements can be made. However, we and UK Mail try really hard to make the delivery at a time to suit you - that’s why we ask for your phone number.
Can I track my order?
Yes. We will send you a tracking code in an email confirming that your order has been dispatched. You can then use this code to track your order direct with UK Mail or DHL.
How long will my product last?
Treated correctly, there is no reason your product shouldn't last a lifetime.
Is my coat waterproof?
Our coats are designed to wick water off in light showers, but they are not waterproof in heavy showers. The detachable and adjustable throat tab will give extra weather protection against cold and wind.
Will my product look like the picture?
Whilst every effort is made to ensure the material we source matches the images on our web site, please be aware that in some cases due to material being a natural product there may be some variation in shade and texture. This will not affect the quality of your product.