What do I do if my item’s faulty?
Please contact us by email at: email@example.com or using the live chat pop up on any page. You’ll need to give us your name, order number, product name, and a description of the fault. We’ll always try and respond within one working day.
What do I do if any items are missing?
Please contact us by email at: firstname.lastname@example.org or using the live chat pop up on any page, and we’ll look into it. You’ll need to give us your name, order number, and the missing product’s name. We’ll get back to you once we know what’s happened.
What should I do if I receive the wrong item?
Please contact us by email at: email@example.com or using the live chat pop up on any page, and we’ll look into it. You’ll need to give us your name, order number, and the product’s name. We’ll get back to you once we know what’s happened.
How do I know what size to order?
For our size guide, please refer to the bottom of this page. You’ll also find a care guide too.
If you’re not sure what size to order or need any more info, please talk to us using live chat or by email at: firstname.lastname@example.org
I can’t find an item you had previously, when will it be back in stock?
Styles and items are usually seasonal and aren’t always repeated, so it might not come into stock again. Please tell us about your favourites, though, and we’ll try our best to get popular items back in again.
How can I pay for items?
We accept all Visa, Mastercard and American Express credit and debit cards. You can also use Shopify Pay and Apple Pay.
How do I use a promo code with you?
You’ll need to enter the promo code when prompted at checkout. If it doesn’t work, make sure:
- You’ve entered it correctly and it is still valid as some codes will expire after a certain time
- It’s valid for your order as some codes can’t be used for certain products
- You’ve only used one promo code for your order, as we can’t accept multiple codes in one go
When will I be charged for my order?
We’ll usually take your payment as soon as your bank authorises it. This can sometimes take a few days to go through, so you might not see it leave your account straightaway. You’ll receive a confirmation email once your payment’s been accepted.
How soon will I get my order?
Your confirmation email will always tell you your estimated delivery date, as well as a tracking number, so you’ll be to see where it is.
If you need to speak to us about your delivery, send an email to: email@example.com with your name and order number, so we can investigate. You can also talk to us on live chat if you prefer.
How do I return items?
We use Collect+ for returns within the UK. The process is simple and most importantly its FREE!
• Access our return portal HERE
• Enter your order number (e.g. 12345) and shipping postcode OR email address OR phone number.
• Select which item(s) you are returning and why.
• You’ll be given a QR code which you can take to your chosen Collect+ drop off location.
International returns are covered by the customer, unless agreed otherwise with customer services.
The enclosed returns form must be completed with the appropriate information to enable the return to processed.
Chelsea Peers NYC
Unit 2, Blackthorne Point
Important: make sure all items are unworn, unwashed and with all the labels still attached or we won’t be able to process your return.
How long will the refund take?
Once we’ve received your returned items and checked they meet our returns criteria, we’ll refund you using the original payment method. This normally takes around 3-5 working days to clear.
Can I exchange any items?
Simply complete the return slip received with your order and post everything back to us using the free returns label.
Chelsea Peers NYC
Unit 2, Blackthorne Point
You can only exchange the same item or set for one of a different size. If you want to change your order for something else, you’ll need to return your original items and make a new order.
You’ll find full info on our returns and refunds page
I’m having technical issues with your website, what should I do?
Please try reloading the page and see if works after that. If you’re still having problems, email firstname.lastname@example.org. We always try to fix all technical issues within 24hrs.
I’m having technical issues with my account, what should I do?
Please contact us by email at: email@example.com or using live chat, and we’ll look into it for you. We always try to fix all technical issues within 24hrs.