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Help & Contact

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Customer Care

Log in to My Account to see the status of your order.

We are currently unable to accept KRISP store credit note/store card.

Absolutely! Our top priority is keeping you safe. We use the latest SSL (Secure Sockets Layer) technology to ensure your data is protected.

The personal information you provide to us is used for our records and our own marketing purpose. We do not give or sell your details to third parties.

We also do not store any credit/debit card details as your card details are dealt with directly by HSBC or PayPal.

Unfortunately we do not currently accept NUS discounts online. However, we do accept student discounts in our KRISP stores.

Simply click on 'Got A Discount Code?' found under the subtotal when viewing your basket. Enter your Promo Code into the box and click on 'Apply' to activate it.

If applied correctly, the subtotal should update to show your discount. 

You must enter the discount/promo code when you are checking out as it can't be applied later.

Orders

For your security we do not currently accept telephone orders. Please remember, you can use any debit/credit card or pay using PayPal. If you're still having trouble completing the checkout please contact us.

I’ve ordered the wrong item/size/colour! Can I amend my order?
Unfortunately, once your order has been placed, you won’t be able to amend your order, so please ensure you review your order summary carefully during checkout before confirming the order.

You may cancel an order at anytime provided the status of your order hasn’t changed to ‘Despatched’. Please contact us ASAP (providing your order number) and we will issue you a full refund provided we have not dispatched your order.

All delivery options below are available during checkout.

Delivery OptionDelivery Times (after dispatch)Cost (per order)
UK Standard (Mainland)2 to 4 working days£3.99Tracked service(FREE over £45)
UK Saver (Mainland)3 to 6 working days£1.99Untracked service 
UK Saver (Non-Mainland)3 to 6 working days£2.49
UK NEXT DAY1 day (we don't delivery on Sundays)(Order by 2pm Mon - Fri*)£4.99(FREE over £80)
Europe & Ireland5 to 7 working days£3.49(FREE over £60) 
World wide and USA7 to 20 working days£5.99(FREE over £60) 

* Orders placed by 2pm Mon-Thur will be delivered the next day (exluding Sundays). Orders placed on Friday and/after 2pm will be dispatched the following working day.

If you place your order on Saturday it will be dispatched the next working day. 

Please see our Delivery section for full details.

UK Next Day will be dispatched on the same working day the order is placed provided it is placed before 2 pm and will reach you the next working day. Orders placed after 2 pm may be dispatched the next working day and will reach you 2 working days from the date your placed the order.

Working days are classed as Monday to Friday, and does not include Saturday, Sunday, or Public Bank Holidays.

Please see our Delivery section for full details.

If you receive a confirmation email, then your order has been processed successfully. If you haven't had any emails from us, please go to the My Account section of the website and click on 'My Orders'. If your order doesn't appear on the list, you'll need to place it again.

Yes, you can ask for your order to be delivered to an address that is different to your home address when you go through the checkout process. You can even maintain several different addresses within the My Account section of the site to make this easier.

Unfortunately we are currently unable to offer this service at present.

If you chose UK Next Day delivery option, someone at the shipping address will need to sign for it. This is also true for Europe & Ireland, and World Wide shipping.
UK Standard delivery will not require a signature.

You should receive a ‘While you were out’ card if no one is available to collect your parcel. Your parcel will be sent to your local Post Office sorting office, ready to be collected.

For UK Standard orders, your parcel may have been left with a neighbour or in a obscured location (such as in the shed, or behind the bin, etc).

We can ask our delivering partners to leave your order in a place as instructed by you. Sometimes this is not always possible but we will do our best to fulfil your requirements.

PLEASE NOTE: Orders left as instructed by you are at your own risk and we will not be liable to compensate orders that are damaged or lost.

If your order status has changed to ‘Dispatched’ and you haven’t received your order within 5 working days, please check that you haven’t been sent a ‘While you were out’ card from Royal Mail. It may have been delivered while no one was in to collect the parcel.

Also, check that your parcel hasn’t been left with the neighbours or in an obscured location (such as under a shed, or behind the bin, etc).

If your order status has not changed to ‘Dispatched’ there may have been a problem with your order. We will contact you should an issue arise with your order and keep you updated with any delays which may have occurred. Please contact us, providing us with your order number, should you have any queries regarding your order.

Please contact us (stating your order number) if you believe your order is missing. Please note that for UK standard orders, at least 10 working days (2 weeks) must have passed since date of dispatch before we can claim a package is lost in the post.

We strongly recommend you contact your local Royal Mail sorting office as they may be holding your order for you, even if you haven't received a 'While you were out' card.

Returns

You can return any unworn non-sale website purchases to us within 30 days of the dispatch date provided the item(s) are in mint sellable condition and all tags are intact. For reasons of hygiene, lingerie and pierced jewellery are non-refundable. Any sale items purchased online, and in a resell able condition, may be returned for an exchange or full refund during the 14 day cooling off period after purchase. Sale items returned after the 14 days and up to 30 days will have the value credited to your E wallet. You can use your E-wallet as payment or part payment for future orders. The balance of your E-wallet cannot be refunded/transferred to a Credit or Debit card, and no cash alternative can be offered. 

Please see our Returns Policy for full details.

We will only refund your postage cost if your item is damaged or faulty and it is the only item on your order. If you have kept any items on your order, we will not be able to refund your postage.

We will inform you once we receive your returned item(s) via email. You will also be notified once we have issued you a refund.

We recommend you obtain a proof of postage when returning item(s) to us as we are unable to accept responsibility on lost returned parcels.

If you still have not heard anything from us it is most likely your package is lost. We recommend you contact your courier (i.e. Royal Mail) as they may be able to compensate you.

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