1) Where are you located?
We are based in Northern Ireland and as a result of the Northern Ireland Protocol we have in effect remained in the EU's single market for goods. This allows goods to flow from Northern Ireland to the Republic of Ireland and the rest of the European Union as they did whilst the UK was a member of the EU without custom checks or tariffs.
2) What are your shipping options?
Orders placed before 3.30pm will normally be despatched the same day Monday to Friday. For full delivery options by destination, please click here.
3) I live locally, can I click and collect my order?
Yes, at check out, just click on collect in store and you can choose to collect your order from either of our two physical stores.
4) When will I receive my order?
Orders placed before 3.30pm will normally be despatched the same day Monday to Friday. For expected delivery aims by destination, please click here.
5) What do I do if I don't receive my order?
In the unlikely event that you do not receive your order, please contact our Customer Service team on +44 (0) 2890812028 or email firstname.lastname@example.org. Our contact us page is another good option and can be found here.
6) Are online gift vouchers and in store gift cards the same?
No. All gift vouchers purchased through our website are for online use only. Store gift cards can be purchased in either of our Carryduff or Newtownards stores.
7) How do I make sure I order the correct size?
We know that sizing varies from brand to brand so we have tailored size charts for each brand. If you would like any additional help, please email email@example.com or call +44 (0) 2890812028 if you would prefer to speak to an advisor in person. Please be aware that in busy periods, we may need to take your details and call you back.
8) Can I cancel or make changes to an order I have placed online?
We aim to process our orders quickly so you would need to contact our Customer Service team on +44 (0) 2890812028 or email firstname.lastname@example.org and where possible, we will certainly amend your order.
9) What is your return policy?
Simply return the item(s) to us in the original packaging within fourteen days from despatch for a refund or exchange. You are responsible for the cost of the return postage and for your own protection we recommend that you send the parcel using a delivery service that insures you for the full cost of the goods. We aim to process all refunds within 1-2 days of receiving the return. We will send you email confirmation once your refund has been processed. Please allow 5-7 working days for the transaction to appear on your card. Please see full returns and exchange section here.
10) I live locally, can I hand deliver my return to one of your stores instead of posting?
Yes, just fill in your returns form as usual and leave into either of our stores. Please note that our online sales are separate to store returns and as such your return will sent to our Carryduff office and processed there. We will send you email confirmation once your refund has been processed.
11) Custom charges and import duties.
We are based in Northern Ireland and as a result of the Northern Ireland Protocol we have in effect remained in the EU's single market for goods. This allows goods to flow from Northern Ireland to the Republic of Ireland and the rest of the European Union as they did while the UK was a member of the EU without custom checks or tariffs.
If you order from us from outside the EU, there might be import duties and taxes to pay to get your parcel. These charges are usually levied when the order reaches the delivery address and you will be responsible for the payment of those.
We have no control over these charges and can't predict their amount. For further information please contact your local customs office before placing your order.