Frequently Asked Questions
Listed below are some of the most frequently asked questions. 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 for UK orders.
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?
We are pleased to offer the following delivery options:
STANDARD SHIPPING - £10.00
NON MAINLAND - £20.00 (Isle of Man, Jersey)
We will aim to deliver your item within 2-4 working days. However, delivery times could be longer dependant on stock availability. We will always endeavour to keep you informed where this is the case.
Who will deliver my order?
Our products are couriered direct to your door via DOD and DHL.
How will my product arrive?
Your product will be shipped safely.
UK orders will be sent with DOD and DHL. Our 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 email@example.com.
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?
In the very rare event that your order does not arrive, please email us at firstname.lastname@example.org with your order details and we'll investigate it with our couriers.
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.
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.