Can I change or cancel my order?
We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.
We are unable to make any changes to your order and we only have a small time frame to be able to cancel your order. If you would like to do so, please contact our Customer Experience team here and they will do their best.
While we will make every attempt to accommodate to your request if your order has already been packed by our team we are unable to cancel it. You can however still return any unwanted items in accordance with our Returns Policy.READ FULL ARTICLE
What is an oversell?
While uncommon, from time to time we have an influx of customers all hoping to order the same item, we realise when attempting to fill these orders that unfortunately we can't fulfill them all.
If you have received an email about your order being oversold, this means that we were, unfortunately, unable to fulfill your entire order or part of your order.
Our Terms & Conditions do also cover our oversell policy under section 4. Orders, Pricing & Availability - your order may be rejected due to unavailability.
When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 3 - 5 business days to show back in your account.
If you would like to get your discount code, please get in touch with our Customer Experience Team below and they will provide you with a unique code to use for your next purchase.READ FULL ARTICLE
Can I update or change my address?
If you need to update or change your address, please get in touch with our Customer Experience team as soon as possible so they can assist you.*
Please have your order number on hand.
Please note that any updates or changes to addresses will result in an additional business day for delivery.
* Please note that while our team will do their best to assist you, we cannot guarantee that your address will be updated in time.READ FULL ARTICLE
I have received the wrong order?
Sometimes we make mistakes and we sincerely apologise if you have not received what you ordered.
Please contact our Customer Experience team here so they can organise a solution for you.READ FULL ARTICLE
I checked out as a guest?
When you check out as a guest, unfortunately, your order won't be associated with your account if you created the account after your purchase.
You will, however, receive an email with tracking information so you can track your orders progress anyway.
If you do not receive an order or tracking confirmation, please get in contact with our customer experience team here.
Remember to check your junk mail too.
The shoes I'm hoping to buy have sold out?
If you can not add a size to the cart, and experience the message 'notify me when in stock' then, unfortunately, we have sold out of your size.
Please click 'notify me when in stock', if you would like to be kept up to date with restocks - unfortunately, we can not guarantee that we will be restocking your desired item.
However one of our stores may have what you are looking for - please visit our store's tab to find your closest.
Can I use my gift card online?
Our gift cards cannot be used online at this point in time and can only be used in-store at one of our physical stores nationwide.READ FULL ARTICLE