What does 'Unfulfilled' mean on an order?
If an order shows as Unfulfilled, it is still being prepared for shipment. This status may take longer during busy times. Once shipped, a confirmation email with a tracking link will be sent. Customers can follow their parcel’s journey until it is delivered.
When will my order be shipped?
Orders are shipped once processing is complete. A dispatch confirmation email will be sent when the parcel leaves the warehouse. This email includes a tracking link for updates on delivery. Delays may occur during peak times.
How can I track my order?
Tracking details are included in the confirmation email after checkout. The link provides delivery dates and real-time shipping updates. You can check the order tracker for the latest information on dispatch and delivery.
What should I do if my order is delayed?
If an order has not arrived within 48 hours of the expected delivery date, contact the Customer Care team. They will look into it and give you an update. Live Chat support is available through the question mark icon on the site.
Why haven’t I received my confirmation email?
Please allow some time after purchase for the system to process the order. If you do not get a confirmation within 24 hours, check your spam or junk folders. If it is still missing, contact the Customer Care team for help. Make sure you used the correct email address when placing the order.
Why haven’t I received my shipment email?
Shipment confirmations are sent once the order has been dispatched. If you can't find the email, the order may still be processing. Contact Customer Care to have it resent. Pre-order items will show estimated dispatch dates on their product pages.
Can an order be changed or canceled?
Once placed, an order cannot be changed or canceled. The warehouse team starts preparing it right away for quick shipping. If you entered the wrong address or item, a return can be set up once it arrives. You can then place a new order with the correct details.
How can an item be returned?
Customers have 14 days from delivery to register a return and 28 days to send it back. Return links vary by region and are available for the UK, US, Canada, Australia, and other countries. Full details can be found on the returns page for each country.
Can jewelry items be returned?
Necklaces and bracelets can be returned if they are unused and in their original packaging. For hygiene reasons, earrings and other pierced jewelry cannot be returned. All returns must meet the brand’s policy requirements to qualify.
Are exchanges available for different sizes or colors?
Exchanges are not available at this time. Items can be returned for a refund, and you can place a new order for the size or color you want. Returned products must be unworn, unwashed, and have all original tags and hygiene strips intact.