Your order reaches you, whatever it takes.
Tracking can sit still for days while your parcel is quietly on the move. The scans catch up later. And in the rare case that a parcel is lost or damaged, we send a replacement or refund you in full.
Questions we get most
My tracking still says “order received”
That is normal for the first week or so. Your parcel is not scanned while it travels to our delivery partner, so the page stays quiet until it gets there.
My tracking has not moved in days
Nearly every parcel pauses somewhere between day 9 and 15. We keep an eye on orders that stop moving and chase them up, so you do not have to.
How long does delivery take?
Usually 5 to 11 working days: 1 to 3 to get your order packed, then 4 to 8 on the way.
I need it by a certain date
Send us the date. While your order is still here we can change a size or cancel it. Once it has left, we will tell you straight whether it is going to arrive in time.
Can I still change or cancel my order?
Yes, right up until it leaves us: the address, the size, or the whole order.
It says delivered, but I cannot find it
Look in your mailbox, by the door, in any safe spot you use, and next door. Nothing after 48 hours? Email us and we will request the delivery photo.
It arrived and something is wrong
You have 30 days from delivery for a swap or a refund. Send us one photo and we will get it moving.
“If your tracking sticks, your parcel runs late, or what turned up is not what you hoped for, it lands on my desk. Write to me, even about something small. I would rather answer twice than have you sitting there guessing.”
Nora Customer care, The Hills Boutique