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Customer support
Contact us
Most questions can be answered straight away. Check the quick links below before getting in touch.
Find it instantly
The most common questions, answered without the wait:
Online
Live chat
Live chat is the only way to reach us. We don't offer phone or email support. Here's how it works:
- Step 1 Team member available? You'll be connected straight to our team for real-time help.
- Step 2 — if no one is free Pippa steps in Pippa, our chat assistant, is available 24/7 for orders, tracking, delivery and sizing.
- Step 3 — if Pippa can't help We raise a ticket Your question becomes a ticket and our team follows up (Mon–Fri 1am–9am CEST).
Urgent order, address change or cancellation
If your order was placed in the last 12 hours and hasn't shipped, start a live chat straight away with your order number and the change you need. We'll do our best to update or cancel it before it ships, but can't guarantee changes once processing has begun.
Once your order has shipped with a tracking number, we can't change or cancel it, but you can return it under our returns policy.
What we can help with
Start a chat about any of these and Pippa or the team will help:
How your question is handled
| Your question | Where to go |
|---|---|
| Where is my order? | Pippa, through live chat |
| I need to change my order or address | Live chat, within 12 hours of ordering |
| I want to start a return | The returns portal, then live chat if you need help |
| I received a faulty or wrong item | Live chat, and we'll raise a ticket |
| Product or sizing question | Pippa, through live chat |
| Something Pippa can't solve | Raised as a ticket automatically, and our team follows up |
Opening hours
| Days | Team hours |
|---|---|
| Monday to Friday | 1:00am – 9:00am (CEST) |
| Saturday and Sunday | Closed. Pippa is available 24/7 |
Not finding what you need?
Start a live chat. Pippa or a team member will help, and if needed we'll raise a ticket for you.