Frequently Asked Questions
Q. Do your goods cost more shipping into the EU?
A. Before Brexit EU customers were charged UK VAT, now the VAT is deducted when you check out. However when the parcel arrives in your country you will be asked to the relevant VAT. There may also be a small admin fee from customs but the goods are no nore expensive than befoe Brexit.
Q. Why is there a error code when i try to complete my transaction?.
A. If you are from the US and a error may occur as you are trying complete your purchase, please enter the initials for your state instead of the full state name. for example - IL for Illinois
Q. Is Guest check out quicker?.
A. Not particularly as you still have to enter all of your information such as full name and email address so that we can process your order. If you create an account you will get updates and you will be able to look at previous orders. If you use the Guest checkout you will not receive any updates and you will not be able to look at previous orders.
Q. Why do I get an error code when I try to pay?
A. Make sure you have entered your full name, that you have entered a telephone number and that your postcode has no dash or comma's because these enteries have to be correct for the system to work.
Q. Why did my payment not go through?
A. If you are situated outside the UK you may need to authorise your bank to allow payments to us. Also there are strict criteria laid down by the banks which sometimes interfere with your payment. You can call us and we can try and take your payment manually which sometimes works.
Q. Why can't I complete my account details?
A. You have to enter your telephone number to complete your profile this is for delivery purposes, most delivery companies need a contact telephone number
Q. When will my order be sent?
A. If you have ordered from our "Stock Items" range it will be sent within 1 to 2 working days. Please note the vast majority of our items are handmade to order. Therefore, if your item is "made to order" our standard production time is 2 - 3 weeks which excludes delivery time. However, at busy times such as Christmas this can extend to 4 weeks.
Q. Can I return my item?
A. Items can be returned up to 14 days from the date the parcel has been delivered. Returns will be accepted as long as they are in the same condition as when they were supplied. We do not accept clothing back that has obviously been worn, or smells of cigarette smoke, cooking smells etc. For more information, please see the returns page and please email us prior to returning an item. If you are returning items to exchange, all postage costs must be covered by customer.
Q. What happens if my garment is faulty?
A. If there is a manufacturing fault, goods can be returned to us up to 28 days from the date of receipt. Once returned we will inspect the item and will repair it without charge and return it to you with free postage, or you can have a refund. Any damaged items returned for repair after the 28 days will be charged a small repair fee along with outward postage. This will also apply if we find that the garment has been ripped or damaged due to stress or incorrect fitting.
Q. What steps are you taking to reduce any impact on the environment?
A. All of our materials are fully recyclable. By law we have to send any scrap material from our factory to an official recycling facility where the material is used to produce other consumer goods.
Q. Is everything manufactured in the UK?
A. All of our 'made to order' items are handmade in the UK. We do offer stock items which are manufactured in our far east factory which has ethical working conditions. Our director has visited this factory in person to ensure this.
Q. Sometimes your prices go up, why is this?
A. Our raw material prices are influenced by international factors and the Dollar exchange rate which can increase or decrease material prices depending on when we place orders, which will effect our retail price.
Q. Do you sell your products wholesale?
A. If you are interested in becoming a re-seller with us please email us with an enquiry. If you qualify as a wholesaler we can set you up with an account and you will be able to order goods through the website.
Q. Is PVC safe worn next to the Skin?
A. The PVC we use is manufactured to very strict European legislation and is safe worn next to the skin. However if you wear it for extended long periods of time your skin will not be able to breathe and you may get a reaction. Please email us if you have any queries concerning sensitive skin or allergy conditions.
Q. Sometimes the garment has white powder on it, what is this and how do I remove it?
A. The white powder will either be cornflour or talc as we do use both. The powder helps us manufacturer the garment and stops it sticking. If you wish to remove it use a damp cloth to wipe it off.
Q. Can I visit your premises and buy direct from you?
A. Strictly speaking we are not a physical shop and therefore we no longer take appointments for visitors.
Q. Why have you stopped selling to me?
A. If you repeatedly send perfectly good garments back to us for refund we will stop selling to you. Other reasons maybe that you were abusive to our staff or you sent rude or threatening emails to us.
Q. I noticed that a garment made from a material last year is not the same as before on my last order?
A. When PVC is produced it is a unique batch every time, and if its a new supplier the PVC can look or feel slightly different. We cannot guarantee the PVC will always be exactly the same.
Q. How do I make sure that the poppers don't rust?
A. Please make sure that if your raincoat is wet, you dry it off when you get home especially round the poppers to prevent them from rusting.