COVID-19 UPDATE

 

In challenging times, a little self care goes a long way. We want you to shop with confidence - after all, we could all use a little reassurance right now - so we'll be updating this page with any and all changes to our service. For now and for the foreseeable, it’s business as usual. Got a question? We’re here to help. Stay safe friends.

 

WHY ARE YOU CONTINUING TO TRADE?
Following the UK Government's latest advice (updated 27 March) which says: "Online retail is still open and encouraged and postal and delivery service will run as normal", we're working hard to keep the business going for our community, our suppliers, our employees and everyone involved in our operation, from first sketch to final (distanced) delivery.

The safety and wellbeing of our colleagues and customers is our utmost priority. In our warehouses we've introduced staggered break and shift times and two-metre distancing throughout all communal areas. And of course, hand sanitiser is available to all.

We fully appreciate that clothes aren't priority in these difficult times, but the fact is, our new ranges have been designed, ordered, shipped, photographed and delivered to our warehouse. As well as a commercial momentum behind continuing to trade, we're also seeing a very positive reaction from our customers, who are loving the newness and thanking us for bringing a little joy into their lives (and wardrobes) when times are tough.

ARE DELIVERIES AFFECTED?
We've implemented safeguards and are working hard to dispatch your order with minimal delay. Despite best efforts some services may be disrupted.

ARE YOU OPERATING A CONTACTLESS DELIVERY SERVICE?
Where possible our carriers are minimising contact during delivery. For example, Royal Mail and Hermes will no longer pass handheld devices to you for signature but will instead log your name from a safe distance. Where carriers give an option, please choose a preferred safe place instead of doorstep delivery.

CAN I STILL PAY BY KLARNA?
Yes, you can pay by Klarna in the UK, Germany and The Netherlands. If you’d like the option to snooze a payment, Klarna Customer Care are on hand to help.

IS CUSTOMER CARE STILL RUNNING NORMALLY?
Absolutely. Our Customer Care colleagues are working remotely and are on hand to help. We've adjusted our core support hours as follows:

 

UK/Australia/New Zealand/Eire/EU/International Customer Care hours All times GMT
Mon-Fri 8am-10.30pm
Sat 9am-5.30pm
Sun 10am–4pm

 

UK: 0800 107 8826
Email: [email protected]


AUS: 1800 788 673
Email: [email protected]


NZ: 1800 788 673
Email: [email protected]


EIRE: 1800 948 234
Email: [email protected]


EU: +44 207 1111 595
Email: [email protected]


INT: +44 207 1111 595
Email: [email protected]


US + Canada Customer Care hours
All times EST
Mon-Fri 3am-5.30pm
Sat 4am-12.30pm
Sun 5am–11am


US: 1-877-217-4084
Email: [email protected]


CA: 1-877-838-9177
Email: [email protected]


Germany, Netherlands + France Customer Care hours
Mon-Sun 9am-6pm


French Customer Care
Email: [email protected]


DE: 0800 664 5363
Email: [email protected]


NL: 0800 784 0784
Email: [email protected]