Frequently Asked Questions
When can I expect to receive my order / has my order been dispatched yet?
Most items are dispatched the next day by Royal Mail 1st class. If your item is still going through our workrooms, or we are awaiting a delivery, we will let you know either by telephone or email. To find out more about our unique workrooms in Derbyshire visit the About Us section.
How do I return an item if it's not suitable?
It’s very easy. You will find a freepost return label in with your order, so simply attach to your parcel and take it to your local post office. As soon as we receive your goods, we arrange your refund or exchange – whichever you prefer.
The easy peel return label can be found on the bottom left-hand side of the dispatch note. Please give brief instructions on the back of the dispatch note of what you would like to do e.g. exchange or refund. Place the address label on the outside of the box, seal and take to your local post office. Obtain a certificate of posting for your records. We will do the rest.
I have been told my order left 10 days ago ... where is it?
We are so sorry that you haven’t received your items as expected, please contact us on 01773 83 6000 or at [email protected] and we will contact your local sorting office on your behalf. It could simply be that the postman has tried to deliver your parcel but not left a card. Be assured we will replace any garments, but need to make enquires first.
Do I have to pay postage if items are sent out separately?
No. We want to give you the best service possible, so if you are ordering several items we will send them to you as soon as they are available. It may mean you have more than one parcel, but you will only be charged for once for postage.
Can I cancel an order?
Yes, right up to the point of the garment leaving the building. Please help us by contacting us as early as possible on 01773 83 6000 or at [email protected] and we will do our best to help you.
But don’t worry if your goods have already been sent. With our no-quibble guarantee and free returns, you can simply pop it in the post back to us for a full refund.
Why doesn't your site confirm availability?
We have old-fashioned values, so we handle your order personally. Our website works like a posted order or fax, it is not interlinked with our stock.
As soon as we receive your order we will contact you about availability and delivery. Almost all of our garments are immediately available from our stock room, if for any reason we cannot send it to you straight away we will keep you informed either by email or telephone.
Is it safe to order online?
Absolutely! We use the latest technology to protect your sensitive information such as your name, address and credit card details. Known as Transport Layer Security (TLS) it’s the most advanced security system available. In the unlikely event that someone else intercepts the information between your computer and our website, TLS makes sure that it is impossible to read.
I am having problems ordering online, can you help me?
Yes, we are here to help in any way we can. Please call our experienced customer services team. We all know the garments well and can advise on any aspect of your order or information on your account. Just phone 01773 83 6000 or email [email protected]
Can you shorten the nightdress before you send it?
We prefer you to try it on at home first. This is to make sure your garment is perfect for you as shortened items cannot be returned. It’s easy and free to return it to us for alterations and a freepost return label will be included in your parcel.
If you’ve had a similar style from us before and know about our sizing we are of course happy to shorten your garment before sending.
Can you tell me if my order will be ready for my holiday?
We like to help, so if you have a birthday, holiday or special occasion please share the date with us and we will do our utmost to meet your requirements. You can contact us on [email protected] or by telephone on 01773 83 6000. We can also hold your order and send it on a date to suit you. We will only charge your card just before we send it to you.
Why do you send so many brochures?
Our brochures are our high street shop window. It is the only way we can let you know our latest styles and product range without you having to leave the house.
We are concerned about environment issues, so we do our best to vary the type of brochure and send as few as possible. If we get it wrong please either pass it on, recycle it, or get in touch to ask to be mailed less frequently.
I am unable to find a style, am I still able to order it?
If you are unable to find a particular style it is very likely that we can still make it for you. Contact us on [email protected] or ask for Kate on 01773 83 6000.