Frequently Asked Questions
Orders
How long does it take to process my order? We aim to pass your order to our fulfilment partners within [two] working days. Orders placed at weekends or on public holidays are processed on the next working day.
Will I receive an order confirmation? Yes. You will receive an email acknowledging your order, and a second email confirming dispatch once it has left us. If you cannot see our emails, please check your spam or junk folder. If you still cannot find them, contact us at [CONTACT EMAIL].
Can I change my order after placing it? We can make changes only if your order has not yet been dispatched. Please email us as soon as possible at [CONTACT EMAIL] with your order number.
Can I cancel my order? Yes. If your order has not been dispatched, we will cancel it and refund you in full. Once it has been dispatched, you can still cancel within 14 days of receiving it, as set out in our Shipping and Returns Policy.
Why was my order declined or held for review? Payments and orders are screened for security and fraud. If you believe an order was declined or held in error, please contact us at [CONTACT EMAIL] and we will review it.
Is my payment secure? Yes. Payments are handled by trusted third-party payment providers, and we do not store your full card details.
Do you deliver outside the United Kingdom? No. We currently deliver to addresses in the United Kingdom only.
Delivery and Tracking
How long will my delivery take? Delivery usually takes [10 to 20] working days from the day you place your order. The estimate shown at checkout takes precedence if it differs. These are estimates rather than guarantees, and can be affected by carrier delays, customs processing and periods of high demand.
Will I receive a tracking number? Yes, where the delivery service supports it. You will receive a dispatch email with your tracking number and a link to follow your parcel. Tracking can take [one to three] working days to show its first update. If you have not received a tracking number within [five] working days of ordering, please contact us.
Why has my tracking not updated for a while? Parcels sent from outside the United Kingdom can go several days between updates, and some are handed to a local courier for the final stage. This is normal. If your parcel has not moved for longer than expected, contact us and we will look into it with the carrier.
Why did my order arrive in more than one parcel? If your order contains several items, they may be dispatched separately and arrive on different days. Each parcel has its own tracking details.
Will I have to pay anything extra when my parcel arrives? We aim to show all charges at checkout before you pay, including VAT where it applies. If a carrier contacts you about an additional charge for your order, please speak to us before paying.
Can I change my delivery address after ordering? Only if your order has not yet been dispatched. Please email us as soon as possible at [CONTACT EMAIL] with your order number.
What if my parcel is delayed, lost or damaged? Please contact us at [CONTACT EMAIL] with your order number. If the item was damaged, include photographs of the item and its packaging. We will work with the carrier and arrange a replacement or refund where appropriate.
What if my parcel is returned to you because delivery failed? We will contact you to arrange redelivery. We may ask you to cover the reasonable cost of redelivery, and we will tell you the amount before the parcel is sent again.
Returns and Refunds
How do I return an item? Please email [CONTACT EMAIL] first, with your order number and the reason for the return. We will confirm the return instructions in writing before you send anything back. Please do not post items to any address until we have confirmed it.
How long do I have to return an item? If you are changing your mind, you have 14 days from the day you receive your order to tell us that you wish to cancel. You then have 14 days from that point to return the item.
Who pays for return postage? If you are changing your mind, you cover the cost of returning the item. If the item is faulty, damaged or not as described, we will cover the reasonable cost of the return.
What condition should I return an item in? Please return items unused, in their original condition and packaging where possible, with any tags or labels attached.
How long do refunds take? We refund you within 14 days of receiving the returned item or of receiving proof that you have sent it back, whichever is earlier. Your bank or card provider may need a few more days to show the refund in your account.
Will I receive a refund for the delivery charge? Yes, for standard delivery. We do not refund any extra amount you paid for an upgraded or express delivery option.
What if my item is faulty? Under UK consumer law, you can reject faulty goods and receive a full refund within 30 days of delivery. After that, you may be entitled to a repair, a replacement or a partial refund. Please contact us at [CONTACT EMAIL] and describe the problem, with photographs if possible.
What if I received the wrong item? Please contact us at [CONTACT EMAIL] as soon as possible with your order number and a photograph of the item you received. We will arrange the correct item or a refund.
Can I exchange an item for a different size or colour? Yes, if the item is available. Please contact us before returning anything so we can arrange it.
Can I keep an item and receive a partial refund instead? We may be able to offer this in some cases, at our discretion. You are never required to accept it, and it does not affect your full rights if an item is faulty.
Which items cannot be returned? Our products can be returned under the terms in our Shipping and Returns Policy. If any product falls into an exception, for example because it is personalised or has a broken hygiene seal, we will state this clearly on its product page before you buy.
Products and Sizing
Do your caps and beanies come in different sizes? Most of our caps and beanies are one size fits most. Adjustable caps have a strap at the back to fit different head sizes. Where a product is available in several sizes, the options are shown on its product page.
How do I know which size to choose? Measure around your head, just above your ears and across your forehead, using a soft tape measure. Compare the result with the head circumference shown in the product details. Adjustable caps fit a range of sizes.
Are the colours exactly as they appear in the photos? We aim to show colours as accurately as possible. However, colours may look slightly different depending on your screen and lighting.
Are the measurements exact? Measurements are given as a guide and may vary by one to two centimetres.
Are your sunglasses suitable for driving? Our sunglasses are designed for everyday outdoor use. They are not suitable for looking directly at the sun or for driving in low light or at night.
Are your sunglasses polarised? Please check the product details for the lens specifications of each product, as these vary.
Can I get more information about a product? Yes. Each product page includes a description and details section. If your question is not answered there, please email [CONTACT EMAIL].
Prices and Offers
Are your prices in pounds sterling? Yes. All prices are shown in pounds sterling (GBP).
Do your prices include VAT? Prices shown include VAT where it applies. Any other charges for your order are shown at checkout before you pay.
Do you offer discounts? From time to time, selected products may be offered at a reduced price. Where we show a reduced price, any earlier price shown alongside it will be a price at which that item was genuinely offered for sale on our website.
What if an item is listed at the wrong price? If a clear pricing error occurs, we may cancel the affected order and refund you in full, or offer you the option to proceed at the correct price.
Privacy and Your Data
Do you sell my personal data? No. We do not sell personal data.
How do I ask you to delete my data? Email [CONTACT EMAIL] with "Data Deletion Request" in the subject line. We will respond within one month and delete your data, unless we are legally required to keep certain records, such as tax records.
How do I stop receiving marketing emails? Use the unsubscribe link in any marketing email, or contact us at [CONTACT EMAIL].
Do you use cookies? Yes. Some cookies are necessary for the website to work. Others are used only if you agree to them. You can read more in our Cookie Policy and change your preferences at any time.
Contact
How can I contact you? Email us at [CONTACT EMAIL]. We aim to reply within three working days.