How do I change my address?
You can add extra addresses or amend existing addresses from your My Account after registering.
How safe are my personal details?
Your personal information is precious and we take every precaution to make sure it is safe in our hands.
All credit/debit card and payment details are held by our banking partner, rather than by ourselves, so that you enjoy the very highest level of protection.
How long does it take to deliver my order?
Well it depends on your delivery address, the Brand’s location, the delivery levels offered by the Brand and the delivery method you selected for your ordered items.
But... the Brand will have advised their shipping times on their listing and typically offer tracked delivery so you can check the progress of your order.
Will I have to pay extra for International deliveries?
Yep, International deliveries do cost more to transport and there may also be additional duties or taxes to pay when your goods arrive.
These charges vary widely by country and you can check them with your local Customs office.
What do I do if my items are not delivered?
Occasionally stuff goes missing in the post, so in the first instance send the Brand a Message from your order in My Account.
Why can’t I select a shipping option?
The available options for a Brand are at their discretion, so if a delivery option isn’t available it’s because the Brand doesn’t offer it.
But do send feedback to the Brands to encourage them - be nice.
How long does it take for my payment to clear?
PayPal payments normally show up on your statement immediately, but sometimes fail and it may be necessary to contact PayPal directly to resolve the issue.
With card payments the order value is reserved against your card balance and funds are collected when the Brand ships your items.
This is often several days later, especially after taking account of the days it can take the bankers to move money from one place to another after a long lunch, so payments can show up on your bank or card statement several days after you placed the order.
Do I get a Student Discount?
We don't currently offer student discount but if you register or join us with your email address you will receive cheeky discounts along the way... in return for a huge amount of feedback from you on Social please.
How do I buy stuff?
To get instant gratification, browse the website to find the product you are interested in.
Then choose the size you prefer from the drop down list and click the Add to Bag button to pop the item into your shopping bag.
You can view your shopping bag and proceed to the Checkout.
Items are not reserved from stock until you pay for them, so to avoid disappointment - don’t delay, especially if the number of items left in stock was visible when you selected your size.
Have your card details or PayPal account at hand.
How do I leave Feedback?
All feedback from you is very welcome!
We send an email after the order is shipped with a link for you to provide feedback on the Brand.
Alternatively find your order in My Orders in My Account and click the Feedback button.
Where is my order?
We are still thinking about a telepathy app, but in the meantime we suggest logging into the website, look for your order in My Account and find its status.
For Shipped orders, click the Tracking number, which takes you through to the carrier tracking app, to see how far it is on its journey.
Next step is to send a Message directly to the Brand by clicking on the envelope icon for that Order in My Orders in My Account.
The Brand should respond to the Message in your My Account and you will receive an email copy too, direct to your in-box.
What are my rights with order cancellations?
You may cancel an order before it is shipped by the Brand, but understandably if the item is made-to-measure, you may only cancel it if it hasn’t been made yet.
Is the item I bought counterfeit?
Unlikely because our Brands are like family...
But... don’t worry if it is, we have a zero tolerance policy and will definitely pursue the Brand owner for not fulfilling their responsibilities, just let us know by sending us a message in Messages in your My Account or directly at firstname.lastname@example.org.
My Returns & Refunds
How do I exchange an item?
Unfortunately we don't have any exchanges. However, you can return the item for a refund and get more instant gratification by placing a new order for the replacement item.
How do I return an item?
Please use the 'Request Refund' button on your order in My Orders in My Account. Once the refund has been approved (this can be tracked in My Orders in My Account) please return it to the return address supplied on your shipping document.
We recommend requesting a signature and tracking the return, so you know that it has safely reached the Brand. Alternatively, you can request and pay for a Collect Plus return and drop it off at one of 5,000 Collect Plus stores in the UK.
We can't except any responsibility for anything lost or damaged or anything else in the post that hasn't been returned using a signature and tracking service.
Where is my refund?
Once your refund has been approved (you can track this in My Account under My Orders) you should receive it into your account in 7 - 10 working days.
If you have any issues please contact us.
What are my rights with faulty items?
You must inform us that the item supplied is faulty and you want to return it, within 14 days of receiving the item then once you have informed us you then have a further 14 days to return the item and for it be received at the return address on your delivery document.
You can do this by clicking the 'Request Refund' button from your order in My Orders in My Account.
What are my rights with returns?
You must inform us that you want to return it, within 14 days of receiving the item then once you have informed us you then have a further 14 days to return the item and for it be received at the return address on your delivery document.
You can do this by clicking the 'Request Refund' button by your order in My Orders in My Account.
Brand not replying, what next?
If you don’t receive a response after a reasonable period of time (please be sensible…) and need further help or want to flag anything to us, you can message us in Messages in your My Account or directly at email@example.com so we receive an immediate and enormous electrical shock to prompt a response.
What is a dispute?
Sometimes things go wrong and you may be unable to resolve an issue with the Brand directly.
Therefore, you may need to raise a dispute with SHS by Messaging us in Messages in your My Account or directly at firstname.lastname@example.org.
At our discretion, SHS has the final say in disputes, including suspension of buying and selling privileges.
Disputes can take up a lot of time and can generate enormous amounts of negative energy, which cannot be harnessed for the good of mankind, so are best avoided.