Frequently Asked Questions
Clear answers for shopping, delivery, returns and account help.
How can we help?
Browse the questions below or contact customer care when you need help with a specific order.
Shopping & orders
Where can I see my order status?
Sign in and open My Orders, or use Order Tracking with your order number and billing email. The status shown is the latest update recorded by the store.
Can I change or cancel an order?
Contact customer care as soon as possible with your order number. A request can be reviewed before dispatch, but a change or cancellation cannot be guaranteed after processing begins.
Delivery & returns
Where can I find delivery information?
Review the Shipping Policy for the current process. Available delivery methods, costs and estimates should also be confirmed at checkout before an order is placed.
How do I start a return?
Read the Return Policy, then contact customer care with the order number, item and reason. Wait for return instructions before sending a parcel.
Products & care
Where will product details appear?
Materials, dimensions, colour, availability and care notes should appear on each published product page. Contact us if a detail needed for your decision is missing.
How should I care for a bag?
Keep it dry, avoid prolonged sun and heat, store it supported in a breathable dust bag, and use only methods suitable for the stated material. See the Bag Care Guide for more.
Account & support
What if I forget my password?
Open My Account and choose the password reset option. Use the email address connected to your account and follow the secure link that is sent to you.
How do I contact customer care?
Use the Contact Us form and choose the most relevant topic. Include an order number when your question relates to an existing order.