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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 (Sun–Thu 4pm–12am PT).
Urgent order, address change or cancellation
Once your order is confirmed you have 15 minutes to make changes, including your shipping address, products or sizes. Open your order confirmation email and follow the link to your order page to edit it.
After 15 minutes your order starts processing in our warehouse. If you still need a change, start a live chat as soon as possible. We'll always try to help before your order is dispatched, but can't guarantee changes once processing has begun.
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 | Your confirmation email within 15 minutes, then live chat |
| 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 |
|---|---|
| Sunday to Thursday | 4:00pm – 12:00am PT (7:00pm – 3:00am ET) |
| Friday and Saturday | 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.