This is an unprecedented time and like many others I wanted to get in touch. Firstly thank you for your support, we will get through this together. Right now, the best thing we can do is look out for each other, and it goes without saying we’re doing everything we can to keep our customers, team and suppliers safe.
I know you’ll have many other more pressing concerns but should you have any queries about our service, orders or returns process please read on. If we’ve missed anything, our customer service team is ready to help in any way they can.
Can I still order online?
As an organisation we are geared up for remote working and have plans in place to ensure the smooth running of the business through this difficult time. We’re in daily contact with our supply chains and our warehouse is operating at normal. Should this change we will let you know before you place an order. Meanwhile since many of us will be staying home, we’re offering free global delivery and 28-day returns until further notice. This will be automatically added at checkout.
How safe are online deliveries?
Our warehouse is following WHO and government advice aimed at preventing and containing the possible spread of the virus. In addition Public Health England (PHE) have advised that people receiving parcels are not at risk of contracting COVID-19. These types of viruses do not survive long outside of the body. In addition to this, items that are not in individual packaging in our warehouse are steamed before they are dispatched.
What if I have to self-isolate and cannot return my order?
We have extended our returns policy to 28-days to ensure you have one less thing to worry about. We will obviously take individual circumstances into account.
Can I speak to someone?
We’re re-routing customer calls to home and remain open normal hours (see below). You can also reach us at [email protected].
UK: +44 (0)20 7336 7599
US toll-free number: 1-800-401-8306
Monday – Friday | 9:30am-12am (GMT) | 5.30am – 8pm (EST)
Saturday | 10am-6pm (GMT) | 6am – 2pm (EST)
Can I visit the store?
Unfortunately the store is now closed until further notice, however we very much look forward to re-opening when it is advisable to do so. The safety of staff, customers and especially vulnerable loved ones is upmost in my mind. We can continue to offer personal styling via email [email protected] or over the phone on the number listed above. Our styling team is on hand to help you with all of your dressing needs and assist you with any queries around sizing and fit. We’re here to help.