COVID-19 RESPONSE & POTENTIAL DELAYS

FAQs

Covid-19 Update

In the face of COVID-19, we needed to scale back operations in an attempt to limit in-person interactions. The safety of our production team and partners is of utmost importance to us and we are doing everything we can to ensure the well being of the 100% family and community.

Unfortunately, this scaling back has caused various processing delays. We have implemented all of our resources to the best of our abilities during this unprecedented time to limit the impact on our customers and will be working around the clock to continue to ship our products.

 

DISPATCHING ORDERS: We hope these delays will be temporary and we ask you to allow up to 5 business days to dispatch in-stock orders.

INTERNATIONAL SHIPPING: Carriers are seeing up to 2-3 month delays in transit in some cases. Unfortunately we cannot change, cancel / refund your order once shipped. Delays are subject to change and can be further affected due to delays in transit. Transit delays are out of our hands and are under the jurisdiction of the courier in charge of delivering your order.

UK SHIPPING: Royal Mail are running a normal service but there may be limited deliveries in some areas due to resourcing issues in a small number of their delivery offices. In some cases we are seeing delays of up to 3 business days.

 Please note: We cannot guarantee that international orders will arrive in time for Christmas.

 

Can I cancel my order?

Purchases (including pre orders) can be cancelled if items have not been shipped.

Please note that we check customer services emails every working day, however, if an item is dispatched via our automatic system before we respond to your email, we are unfortunately unable to cancel it.

Please contact us immediately and include your order number.

 

What payment methods are accepted?

We accept all major credit and debit cards including American Express. We also supply express checkout with PayPal, Apple Pay and Google Pay.

 

Where is my order?

Please check on the product description if the item is highlighted as a pre order.

A lot of our new releases are on sale as a pre order and will ship out with the aim of being delivered on the given release date.

 

Delivery times:

Please allow 1 working day for dispatch.

UK orders shipped either via Royal Mail First Class or Next Day Tracked Courier.

Rest of the World orders are sent either via Standard International Shipping or Tracked Courier. Please allow up to 15 working days for Europe and up to 20 days for Rest of the World deliveries.

 

When does payment get taken?

Payment is taken at checkout for all orders including pre orders.

 

Do you have a size guideline for clothing?

Please use our guideline here: Size Guide

 

Do you ship Worldwide?

Yes. UK orders are shipped using Royal Mail and all international orders are shipped via Standard

International Shipping or Tracked Courier.

 

When do I receive my order and dispatch confirmation emails?

You will receive an email confirmation within a few minutes of placing your order. If you have not received an email confirmation, please check your junk folder.

If you have not received a confirmation and want to check your order was completed successfully please contact us stating your full name and email address associated with the order.

If all items in your order are in stock your order will be dispatched within 1 working day of when the order was received.

If any of your items have a pre order date then your entire order will be dispatched once that item is in stock.

Please check your junk folder.

 

Why do I have to wait for in stock items to ship with pre order items?

If you purchase a combination of in stock and pre order products we will ship them together as you have paid for one postage and packaging.

If you want to receive in stock products separately please put them through as a separate order.

 

What are your shipping costs?

The shipping cost varies dependent on weight and destination. With products in your cart please head to our checkout to see the exact cost of shipping for your order.

 

Can I return items?

If you wish to return an unwanted item, contact us with your order number. We will reply with further instructions.

Our returns policy is valid within 28 days of receipt. If 28 days have passed we cannot offer you a refund.

* To be eligible for a return, your item must be unused and in the same condition that you received it. It

must also be in the original packaging including shrink-wrap (if applicable).

* Please note that it is the customer’s responsibility and cost to return items. Upon receipt and inspection

of these items, store credit or a refund will be processed.

* If you are shipping an item over £20, you should consider using a trackable shipping service or

purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We offer store credit or a refund to the original payment method for the full value of the item excluding

postage.

* Downloadable or discounted (“Sale”) products are non-returnable.

 

What should I do if I receive a damaged product?

Unfortunately, when things travel long distance there can be damage.

Contact us as soon as possible so that we can think of the best solution for you!

Please state your order number and upload a picture of your damaged item.

 

What should I do if I receive the wrong product?

Contact us as soon as possible so that we can send you the item you purchased.

Please state your order number upload a picture of the item you received.

 

Can I exchange items?

Unfortunately, we are not able to exchange clothing items if the customer has purchased the incorrect size.

Customers who have purchased an incorrectly sized item should return it to receive store credit with which they may choose to purchase a different size if available.

 

Can I change my address?

If your order is a pre sale, that hasn't been dispatched yet, make sure you contact us as soon as possible so that we can update your delivery address.

Unfortunately, we are not able to manage your address once your order is dispatched.

If your order fails to be delivered, it will return to us and we will contact you for further information.

 

Can I add another item to my order?

Unfortunately, we are not able to add items to orders that have already been processed.

If your order hasn't been dispatched yet, we can cancel your order and you can put in a new one with all

items you wish to purchase.

Please contact us immediately and include your order number.