What if my parcel is lost? Will I get reimbursed?
If you have not received your order, we will need to raise a full investigation with our couriers, which can take up to 2 weeks to confirm with them that you have not received your parcel. Once we can confirm this, we can either refund you or re-dispatch your order (stock willing)
How do I track my order?
When your order is on its way to you, you will receive an email from our courier. On this email you can track your order. All this should be within the time frame/delivery option you have opted for
How do I redeem discount codes?
If you would like to use a discount code in order to make a saving, you must first add the goods you wish to buy to the shopping bag. Once you have finished shopping hit the “cart” button, which will take you to the items you have selected. On this page you can enter the code and click on ‘apply coupon’. Once you have done this click update cart. Your order price will then be re-calculated and you can proceed to the checkout with a great saving.
What do I do if I’ve lost my returns form?
Don’t worry if you have lost/misplaced the ‘Returns Form’ you received with your item(s).
Please ensure you enclose a letter with your returned item(s) with the following information:
2. Order Number
3. Item you’re returning
Do I have to pay for delivery?
You will receive FREE delivery on orders over £100 (this is an option that needs to be selected at the checkout page). For orders under £100 you can opt for one of the following:
- Standard Delivery £3.95 (Expect your delivery within 2-4 working days)
- Next Day delivery* £4.95 (*Orders to be made before 1pm Mon-Fri)
- UK Saturday Delivery via Royal Mail (Orders to be made before 1pm on a Friday for delivery next day) £12.00
- The Isles: (Chanel Isles, Scottish Islands, Isle of Wight & Isle of Man) Standard Delivery expect delivery within 2-4 working days £4.95
- Europe (Including Ireland) Standard Delivery: £10
- USA & Canada Standard Delivery: £15
- Australia, New Zealand & United Arab Emirates Standard Delivery: £15
Next Day Delivery T&Cs
Orders made after 3pm Mon-Thurs, will be posted the following day
NO NEXT DAY DELIVERY FOR ORDERS MADE AFTER 3pm THURSDAY or FRIDAY to SUNDAY
Orders made after 3pm on a THURSDAY will be treated as STANDARD DELIVERY
We do aim to assist you where ever possible , so if you have that special occasion and need a delivery please do not hesitate to contact us and we’ll try and meet your needs as best we can (this is especially for orders made between 1-5pm)
Working Days excludes Saturday, Sunday and Bank Holiday’s
If my item is faulty do I have to pay to send it back and will I get a full refund?
If your item is faulty you will receive a full refund once we have received and processed the returned item.
For us to do this, you must follow the followings instruction
(This is also explained on your ‘Return Form’ you received with your item(s):
- Email us at email@example.com stating your full name, customer reference number and contact details. You must state what item has the fault and describe the fault in as much detail as possible.
- We will respond to your message within 48 hours
- Return the item to us within 14 days of you receiving the item(s)
- You MUST keep proof of postage and we strongly recommend that you resend it back ‘Special Delivery’ if posting via Royal Mail. This way the item is insured and you can track that we have received it
- Once the item has been processed and fault clarified you will receive a full refund plus your postage fee* (we will pay up to a maximum of £10 postage fee. We will know how much to refund for postage as this will appear on the stamp/package)
You will receive an email confirmation acknowledging your returns within 24 hours. After you have received this email please be aware it can take up to 14 days to process the fault claim.
Once this is done you will receive another email verifying your full refund.
Please note it takes between 2-14 days for the refund to credited/shown in your account. The amount of time this takes will depend on which bank or card issuer (Honor Gold have no control over this side of the refund process)
The whole process should not take longer than 28 days
How long have I got to return my item?
Unwanted items must be sent back to us within 14 days of receipt of the item(s) however you MUST send us an email within 7 days to firstname.lastname@example.org stating that you will be sending the item back (All instructions will be sent to you in writing/forms with your item(s))
Are all the items dry clean only?
All washing and material descriptions on detailed on each of the product pages. You can find this under the thumbnail pictures.
Has my order been shipped out yet?
As soon as your order is dispatched, you will be sent an email to confirm that it’s on its way. From there it should be delivered within the timescale advertised on the site. If your order is trackable you can check it’s progress via our courier suppler
What can I do if something is wrong with my order?
If there is a problem with your order you can e-mail us at email@example.com . Please ensure you include your full name and order number when contacting us. Please state exactly what is wrong with your item and our Customer Care team will respond to your query within 48 hours (48 working days hours).
Can I still return an item if I got make up on it, whilst I was trying it on?
Any unwanted items must be returned to us in the same condition you received it. Unfortunately any returns, which are found to have make-up stains on the garment, cannot be exchanged or refunded unless they are faulty.