Or search through these topics...
Where is my order?
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Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.
If you don't have your order number with you, you can get it by logging into your account here and then by going to 'Order History'.
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Top 5 Frequently Asked Questions
- Delivery
- Returns
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Where is my order?
Track your order here
Your order could be in a couple of places: our warehouse, awaiting dispatch, with the courier on its way with the courier, or delivered. Got a dispatch email? Good news, it's on its way. You can track your order at the top of this page using your order number. If you haven't got your dispatch email (don't forget to check those junk folders) your order is waiting to leave us. Once you have the dispatch email you can track it via the link in the email or by using the track my order section at the top of this page.
If you don't have your order number with you, you can get it by logging into your account here and then by going to 'Order History'.
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Why is my order late?
Double check the delivery option you selected to confirm the day it should arrive. You can check delivery timescales here. If it's after 9pm on the expected delivery date then it’s late. Your delivery date has to have passed for us to be able to investigate the whereabouts of your order. If your delivery date has passed, please contact here and have your order number ready.
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Why was my order cancelled?
If you've placed an order and received a cancellation email from us, we're really sorry. This will usually be because the stock wasn't in the warehouse when we processed your order. You'll get a cancellation email and a refund via the original payment method used. The refund may take up to 7 days - this is the banking process and not something we can speed up.
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Can I cancel or edit my order?
Unfortunately we're unable to make any changes to your order once placed as it’s processed immediately at the warehouse. You’ll need to place another order or return any unwanted items.
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I received a faulty item what do I do?
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please contact us via your preferred contact option in Help & Support.
To help us get this fixed for you as soon as possible, when you first contact us please include the following information:
- Your name
- Order number
- Product name and code
- Picture of the fault
- Description of the fault
(The product name and code can be found on your order confirmation email).
If you contact us via Email please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.
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How do I return?EXTENDED CHRISTMAS RETURNS
Any orders made between 11th November - 14th December can be returned until 13th January. Orders placed on or after 14th December will follow the usual returns policy of 28 days from the day you receive it.
IRELAND, EUROPE & INTERNATIONAL RETURNS
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1
Repack your items.
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2
Login to our returns portal (click 'start a return' below).
You will need your order number to start so please make a note of it before continuing (your order number can be found in your ‘my account’ section, on your order confirmation email or on your delivery label on the bag, it starts 2 – 3 letters followed by 9 digits) -
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Select your preferred return option (Print returns label at home or in store options).
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4
Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage! Changed your mind? No need to send your parcel back to us.
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5
Keep an eye on your return tracking. You'll get an email once we receive your returned item.
START A RETURN
Ireland returns are €3.50 using the returns portal. €3.50 per parcel will be deducted from your refund amount.
For International returns, your return charge will be deducted from your refund, you can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.
Any orders made between 11th November - 14th December can be returned until 13th Jan
Please note, if you don’t return your order to us using our returns portal, you may be charged export fees that we will be unable to refund and your refund may be delayed.
Good to know...
We've gone paperless! You'll no longer receive a delivery note in your parcel.
We can't offer refunds on pierced jewellery and swimwear if the hygiene seal has been broken.
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I don't have the invoice from my parcel, can I return?
We've gone paperless! You'll no longer receive a delivery note in your parcel. Use the returns portal to get your trackable returns label.
Ready to Return? Click here
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How long do I have to return?
Any orders made between 11th November - 14th December can be returned until 13th Jan.
Ready to Return? Click here
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I don't have the original packaging, can I return?
Yes, just pop your items in something non see-through, sealable & waterproof.
Ready to Return? Click here
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When will I receive my refund?
On average a refund will take up to 21 days: 14 days to be returned, checked and processed, with up to 7 days for it to make its way through the banking system.
If you are using Royal Mail, EVRi or InPost the tracking will show it delivered to our nearest distribution centre. We’ll email you as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.
If you paid for your order with a gift voucher a replacement to the value of the refund will be issued. If we receive your return outside of the returns policy timeframe, you may also receive your refund as a voucher.
If you are not happy with your refund, and you wish to dispute this, you must do so within 28 days of receiving your refund. Please get in touch by going to the Contact Us tab on this page.
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Orders & Delivery
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Where is my order?
Track your order here
Your order could be in a couple of places: our warehouse, awaiting dispatch, with the courier on its way with the courier, or delivered. Got a dispatch email? Good news, it's on its way. You can track your order at the top of this page using your order number. If you haven't got your dispatch email (don't forget to check those junk folders) your order is waiting to leave us. Once you have the dispatch email you can track it via the link in the email or by using the track my order section at the top of this page.
If you don't have your order number with you, you can get it by logging into your account here and then by going to 'Order History'.
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Can I change the delivery address on my order?
As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes to your address.
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Delivery options & times
Delivery option Delivery times Delivery cost Republic of Ireland Standard Delivery 3 - 6 working days €5.99 per order Republic of Ireland Express Delivery Order before 6pm to receive your order in up to 2 working days €7.99 per order Europe and International Delivery Europe up to 13 working days and International up to 16 days €7.99 per order Please note: postcode restrictions apply, for more details click here.
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Why is my order late?
Double check the delivery option you selected to confirm the day it should arrive. You can check delivery timescales here. If it's after 9pm on the expected delivery date then it’s late. Your delivery date has to have passed for us to be able to investigate the whereabouts of your order. If your delivery date has passed, please contact here and have your order number ready.
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Missing item(s) from my order?
If you are missing 1 or more of the items you have ordered it may be down to the following:
- You may have not added it to your basket, please check your order confirmation and descriptions for the product you think may be missing.
- The item you are missing may have been out of stock, please check your emails (including junk/spam) to see if you have been sent a mail about this. The rest of your order will have been shipped.
- If it is a small item, please check in and amongst the other products in case it is hiding.
- You placed a large order which could mean your items are arriving in more than 1 bag, please check your dispatch email for more than 1 tracking link where you can find an update.
If none of the above apply and you are still missing your item please contact our Customer Service team within 14 days of your order being delivered and they’ll be happy to help.
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Why was my order cancelled?
If you've placed an order and received a cancellation email from us, we're really sorry. This will usually be because the stock wasn't in the warehouse when we processed your order. You'll get a cancellation email and a refund via the original payment method used. The refund may take up to 7 days - this is the banking process and not something we can speed up.
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I have already returned some items from my order and paid €3.50, why are you charging me again?
You will be charged per parcel you return, if multiple returns are made on the same order, additional fees will apply. To save on returns cost, its best to return your items in one parcel.
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Can I cancel or edit my order?
Unfortunately we're unable to make any changes to your order once placed as it’s processed immediately at the warehouse. You’ll need to place another order or return any unwanted items.
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Can I exchange an order?
Unfortunately we don't offer exchanges. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.
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My tracking is showing that my parcel is being returned to sender
The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us you can wait for your parcel to come back and we'll give you a refund when it does. A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system.
If the carrier was unable to deliver this time it may be worth considering when you next order to use an alternative delivery address where you know someone will be able to receive the parcel or selecting an alternative delivery option at checkout e.g. time specific delivery or locker collection if offered in your delivery location.
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My parcel is in the Republic of Ireland but I live in Northern Ireland?
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Will I be charged customs and imports duties?
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Returns & Refunds
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What is your returns policy?
You've got 28 days to send something back to us from the day you receive it.
- Items must be returned in a new and unused condition.
- Items must have all tags attached.
- Pierced jewellery cannot be returned for health and hygiene reasons.
- Underwear and swimwear can only be returned if the hygiene seal has not been removed.
- Beauty products cannot be returned for hygiene reasons.
- Shoes must be tried on indoors.
- Please obtain proof of postage just in case your order is lost on its way back to us.
- If you receive faulty goods, you may also have a right to return these goods. Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.
Ready to Return? Click here
For more information find our Returns Policy here. If you've waited more than 28 days with no email from us, please get in touch by going to the Contact Us tab on this page.
Any orders made between 11th November - 14th December can be returned until 13th Jan
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How do I return?EXTENDED CHRISTMAS RETURNS
Any orders made between 11th November - 14th December can be returned until 13th January. Orders placed on or after 14th December will follow the usual returns policy of 28 days from the day you receive it.
IRELAND, EUROPE & INTERNATIONAL RETURNS
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1
Repack your items.
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2
Login to our returns portal (click 'start a return' below).
You will need your order number to start so please make a note of it before continuing (your order number can be found in your ‘my account’ section, on your order confirmation email or on your delivery label on the bag, it starts 2 – 3 letters followed by 9 digits) -
3
Select your preferred return option (Print returns label at home or in store options).
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4
Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage! Changed your mind? No need to send your parcel back to us.
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5
Keep an eye on your return tracking. You'll get an email once we receive your returned item.
START A RETURN
Ireland returns are €3.50 using the returns portal. €3.50 per parcel will be deducted from your refund amount.
For International returns, your return charge will be deducted from your refund, you can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.
Any orders made between 11th November - 14th December can be returned until 13th Jan
Please note, if you don’t return your order to us using our returns portal, you may be charged export fees that we will be unable to refund and your refund may be delayed.
Good to know...
We've gone paperless! You'll no longer receive a delivery note in your parcel.
We can't offer refunds on pierced jewellery and swimwear if the hygiene seal has been broken.
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When will I receive my refund?
On average a refund will take up to 21 days: 14 days to be returned, checked and processed, with up to 7 days for it to make its way through the banking system.
If you are using Royal Mail, EVRi or InPost the tracking will show it delivered to our nearest distribution centre. We’ll email you as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.
If you paid for your order with a gift voucher a replacement to the value of the refund will be issued. If we receive your return outside of the returns policy timeframe, you may also receive your refund as a voucher.
If you are not happy with your refund, and you wish to dispute this, you must do so within 28 days of receiving your refund. Please get in touch by going to the Contact Us tab on this page.
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How long do I have to return?
Any orders made between 11th November - 14th December can be returned until 13th Jan.
Ready to Return? Click here
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I don't have the original packaging, can I return?
Yes, just pop your items in something non see-through, sealable & waterproof.
Ready to Return? Click here
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Can I return more than one order in the same parcel?
Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.
Ready to Return? Click here
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I can't see the refund on my bank statement
On average a refund will take up to 21 days: 14 days to be returned, checked and processed, with up to 7 days for it to make its way through the banking system.
For some banks and credit cards your refund can show on the same date as the original purchase, sometimes it can also show as the same transaction. If you paid via PayPal it can take up to 48 hours from receiving your refund confirmation email for the refund to show in your account. If your bank account is linked to your PayPal account it can take a further 14 days for this refund to hit your bank account - this is due to PayPal processing times.
You may have received your refund as a voucher if your items were returned to us after the returns policy timeframe. If this could be the case, please check your emails including spam and junk.
If you have been unable to locate your refund and 28 days have passed since you ported your return, please get in touch by going to the Contact Us tab on this page.
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Can I exchange instead of a refund?
Unfortunately we don’t offer exchanges. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.
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Returns exemptions
We cannot offer refunds on pierced jewellery or on swimwear if the hygiene seal is not in place or has been broken. For hygiene reason, once the seal has been opened on fashion face masks, cosmetics or pierced jewellery, these items can no longer be returned.
It can take up to 21 days from the date of your return for your parcel to be delivered back to our warehouse and processed.
Have you received my returned item(s)?It can take up to 14 days from the date of your return for your parcel to be delivered back to our warehouse and processed.
On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer).
We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.
Do you refund the delivery charge?We'll refund your delivery charge if you return all of the items from the order and cancel your contract with us within 14 days for any countries within the EEA. You can cancel your contract here. If you decide to keep one of the items, you need to pay for delivery. We don't refund delivery charge for those countries listed outside of the EEA.
I don't have the invoice from my parcel, can I return?We've gone paperless! You'll no longer receive a delivery note in your parcel. Use the returns portal to get your trackable returns label.
Ready to Return? Click here
I have already returned some items from my order and paid €3.50, why are you charging me again?You will be charged per parcel you return, if multiple returns are made on the same order, additional fees will apply. To save on returns cost, its best to return your items in one parcel.
I have received a faulty or an incorrect item, would there be a charge to return?I have an outstanding balance of £2 on my Buy Now, Pay Later invoice (Klarna, Clearpay), how would I pay for this?International returnsFor International returns (inc Channel Islands & Isle of Man) your return charge will be deducted from your refund, you will need to generate your returns label via the portal. Please use the address label or QR code provided, any handwritten address labels will cause delays with your refund and may mean you need to pay import VAT and a customs duty charge. Using your own method of return, refunds will only be processed once the items have arrived to our warehouse and If your items don’t make it back to us, you’ll need to open a dispute with the carrier. You may be liable for import and pay a custom duty charge for orders over the customs threshold.
Brexit
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I don’t have a printer; how do I return?
For some countries we offer a paperless returns option, if this is not available in your country the returns portal will provide you with a European address to send your items back to. Please log the items that you wish to return on our returns portal via the following link: https://karenmillen.myreturnsportal.com.
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The tracking shows that my parcel is in another country?
We’re based in the UK and send orders to Europe via road or ferry which means your parcel may need to travel through other countries before being delivered to you. This is nothing to worry about and we will aim to have your parcel delivered before the expected delivery date.
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Will I need to pay duty or tax on my order?
Duty and tax for all EU deliveries will be paid for by Karen Millen
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Will I be charged export fees to send an item back from Europe to the UK?
When sending an item back to us please ensure that you send this via our returns portal, this will provide you with our European returns address and will mean that you are not charged any export fees on the return. If you do not use the returns portal to send back your returns, you may be charged export fees which we will be unable to refund and your refund may be delayed.
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My parcel shows that it is being checked by customs?
We’re based in the UK and due to leaving the European Union any orders being sent to Europe may need to pass customs checks (These checks may not always take place in the country that your parcel is being shipped to). This is nothing to worry about and we will aim to have your parcel delivered before the expected delivery date.
Payments & Promotions
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Promotions & discounts
If you have a promo code/discount code please enter it at the billing and payment step of the checkout – it can’t be applied on an order that has already been placed.
Having issues redeeming your discount?
- - Your code might have expired.
- - You can only use one code at a time.
- - Some of our codes only work when you select a specific delivery option such as our next-day delivery service.
- - Double check you haven't mistyped the code.
- - Check you've only picked products valid in the promotion.
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How do I use a gift voucher?
Just add your code to the ‘Redeem Gift Voucher’ box at checkout and hit apply. It’s as easy as that! If the value of your order is less than the value of your gift voucher, the balance remains for next time.
Please note, gift cards are not currently available for purchase but will be back up and running soon.
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Clearpay
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Gift voucher not working
Make sure you’ve entered it in the ‘Redeem Gift Voucher’ box at checkout – if you put it in the promotion code box it won’t work.
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Klarna
PAY IN 3 PAYMENTS, INTEREST-FREE.
Three equal payments are automatically collected every 30 days from your debit or credit card. You get all the “closure” of a full upfront payment, but with the cash-flow benefits of spreading the cost. The total amount charged to your card is no greater than if you simply paid for the entire purchase up front (provided the agreed payment schedule is followed). Pretty great, huh!
All you need is:
An UK/IE credit or debit card
To be over 18 years of age
A UK/IE residents address
Klarna's Pay in 3 is an unregulated credit agreement. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK/IE residents only. Subject to status. Late fees may apply. Ts&Cs apply.
For a full list of FAQs please click here
Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford your monthly repayments on time. For any more info just click here as Klarna are right on hand for quick and simple, self service solutions.
Karen Millen acts as an introducer and not a lender of unregulated credit products provided [exclusively] by Klarna Bank AB (publ). Credit is only available to permanent UK residents aged 18+, subject to status, terms and conditions apply. Please note that the following products are not regulated by the FCA: [Pay in 30 days and Pay in 3 instalments]
Customer Service
For customer service queries you can contact the Klarna customer service team here
Click here for Klarna Terms and Conditions.
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How can I pay for my order?
Payment options
We accept the following payment cards: Visa, Visa Debit, MasterCard and American Express. We also accept PayPal, Klarna, Giftcards and prepaid debit cards.
Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf. Discover & Diners and Klarna payment methods do not apply on the app.
When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.
Gift Vouchers
If you've been gifted a Karen Millen voucher/gift certificate, then yes we accept those.
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PayPal
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Payment issues
Payment Error
If you're experiencing error messages when making a payment, firstly, make sure you have inputted the correct details. Contact your bank to ensure there are no problems with the card. After this, please contact us by going to 'contact us' tab on this page to submit details and we will investigate further. To help us solve the issue for you, please include as many of the following details as possible:
- -What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
- -What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
- -What payment method you were trying (e.g. PayPal, Visa)
- -A description of the problem and what time the problem occurred
- -If you get an error message, please include it in your message to us
Payment Declined
If your credit or debit card was declined, check to see if your card is expired, out of date or your card billing address is different to the billing address on your Karen Millen account.
If the above doesn't help, your credit card company or bank will have more information.
If using PayPal, please contact PayPal directly if your payment has been declined.
Managing My Account
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How do I change my email address?
For customer account security we do not allow change of email address, if you need to use an alternative email address please create a new account.
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How do I change my delivery address?
Log in your account, select "addresses" to add a new one or edit an existing one.
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How do I change my contact preferences?
You can choose how you'd want us to contact you. If you don't want to hear about great new offers, just simply log into your account, click on contact preferences and untick the boxes.
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How do I change my password?
If you know your password its simple! Log into your account using your current password, then under the account information section, you have the option to change your password. If you've forgotten your password, at the account log in page select the forgotten password option and follow the steps to reset. If that doesn't work, please get in touch by going to the 'contact us' tab on this page.
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How do I change my payment details?
Log into your account, select payment details and either add, delete or edit your payment options.
Size Guide
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Bust
Measure under the arms at the fullest point around the bust horizontally.
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Bra
Measure under the bust area.
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Waist
Measure around the natural waistline.
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Hips
With the feet together measure the fullest part.
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Inside Leg
In bare feet take the measurement from the inside leg and measure down the inside leg to the floor.
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Bust
Measure under the arms at the fullest point around the bust horizontally.
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Bra
Measure under the bust area.
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Waist
Measure around the natural waistline.
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Hips
With the feet together measure the fullest part.
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Inside Leg
In bare feet take the measurement from the inside leg and measure down the inside leg to the floor.
how to measure
SIZE L XL 2XL 3XL UK 16 18 20 22 24 26 28 30 IE/EU 16 18 20 22 24 26 28 30 FR 44 46 48 50 52 54 56 58 DE 42 44 46 48 50 52 54 56 IT 48 50 52 54 56 58 60 62 USA/CA 12 14 16 18 20 22 24 26 AUS / NZ 16 18 20 22 24 26 28 30 RU 50 52 54 56 58 60 62 64 Body Measurements
SIZE 16 18 20 22 24 26 28 30 BUST WAIST HIPS how to measure
SIZE XS S M L UK 4 6 8 10 12 14 16 18 IE/EU 4 6 8 10 12 14 16 18 FR 32 34 36 38 40 42 44 46 DE 30 32 34 36 38 40 42 44 IT 36 38 40 42 44 46 48 50 USA/CA 0 2 4 6 8 10 12 14 AUS/NZ 4 6 8 10 12 14 16 18 RU 38 40 42 44 46 48 50 52 Body Measurements
SIZE 4 6 8 10 12 14 16 18 Bust Waist Hip
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