FAQ’S

Your Order

Can I cancel, add to, or edit my order after it has been placed?

When your order is placed, our warehouse begin to pack it right away to ensure it reaches you in good time. This means that it is unfortunately not possible to add to, amend or cancel an order once it has been placed. Your purchases can be returned for a refund or exchange within 14 days. If you have forgotten to purchase an item, you will need to place a secondary order.

Can I buy gift vouchers?

Currently we do not offer gift vouchers.

Your Delivery

Which carrier will deliver my order?

For full information, please see our Delivery page.

Where is my order?

When your order is dispatched, you’ll receive a confirmation email from us. This will inform you which carrier we have used to deliver your package, and of your tracking number.

Please track your order directly with the relevant link below.

  • DPD
  • DHL
  • FedEx
  • Royal Mail
  • Air Courier

If you have not received a confirmation email, or if tracking says the parcel has been delivered, please contact our Customer Services team, and they will resolve any issues.

This is a gift, how will it be packaged?

All online orders are lovingly packed and dispatched in our beautiful branded box. We dispatch orders in an anonymous and discreet box with your address label.

Will I need to pay import duties?

You may need to if you are based outside of the UK and EU. When your delivery reaches the country of destination, import duties and taxes are levied and payment of these are necessary to release your order from customs. We are unable to advise on rates as they vary according to country. Please consult your local post office services for more information.

Your Return

I have sent back my return but I haven’t heard anything?

Returns take a full 14 business days to be processed, and you will be emailed once this has been completed. We advise all customers to retain their proof of postage receipt issued by the delivery carrier. If you are concerned that your item has not been received, please track your parcel using this proof of postage so we can follow its return journey.

I’ve received a faulty or incorrect item?

If in the unlikely event that an item you have received is incorrect or faulty, we recommend you return the item at your earliest convenience, using the pre-paid returns labels and include a note requesting a replacement or the correct item. Please be assured you do not need to contact us before returning the item's.

General Enquiries

Can I speak to someone at Head Office?

You can contact head office via telephone on 020 7637 2204 or for press enquiries contact We are Village PR at hello@wearevillage.com or on (0)20 7490 7394.