Help & FAQs
Here you will find help content & FAQs that our customers most commonly ask us. If you need any further help, please do not hesitate to contact us.
How do I contact you?
You can find our address, phone number, email address & live chat details on our Contact us page.
I'm not sure when high street clothes shops will reopen - so if I order from you will my items be safe?
We take the spread of the Coronavirus extremely seriously. Our number one priority remains the safety and wellbeing of our team members & customers. We are staying well informed of the developing situation & following the advice and recommendations from the Government, Public Health England and the World Health Organisation.
To help alleviate your fears, all of our team members will be wearing gloves & wiping down all items with antibacterial wipes during warehousing and prior to dispatch. In turn, we urge you to be sensible and stringent around hygiene regimes including thorough, frequent hand washing. Finally, to help minimise the spread of the virus, we are following the latest Government recommendations and asking any of our customers with flu-like symptoms to self-isolate for seven days. We also recommend that any customers who have been in close personal contact with someone who has contracted the virus to self-isolate for fourteen days. Our team members with mild symptoms who have been to any of the countries listed on the Government website have been asked not to enter the workplace. Thank you for your continued support and we will continue to update you as Government recommendations progress.
Where can I find out more about you?
Please visit our About us page for more information.
Where can I read your Terms & Conditions?
You can read our Terms & Conditions page for information around our terms of sale, our products, the use of our website, payments & more. You may also wish to view our Privacy policy.
What is your VAT number?
Our VAT Number is GB519172250.
What is your company registration number and address details?
We are trading as Golden Equation, under a company registered in England at Companies House with the company number 2376527. The Registered Office company address, trading and warehouse address is Stylewise(UK) Ltd, Ashbury Works, Gorton Road, Pottery Lane, Manchester, M12 5AD, United Kingdom.
Where can I read your Privacy Policy?
Our Privacy policy page contains details on our website security, how we store your data, how we collect your data and more.
What countries do you deliver to?
We dispatch from our Manchester (United Kingdom) warehouse facility to the following countries:
- Domestic: United Kingdom
- Europe: Aland Islands, Albania, Andorra, Armenia, Austria, Belarus, Belgium, Bosnia And Herzegovina, Bouvet Island, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Greenland, Guadeloupe, Guernsey, Holy See (Vatican City State), Hungary, Iceland, Ireland (26 of 26 counties), Isle Of Man, Italy (110 of 110 provinces), Jersey, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Republic Of Malta, Mayotte island, Moldova, Republic of Monaco, Montenegro, Netherlands, Norway, Poland, Portugal (20 of 20 regions), Reunion island, Romania (42 of 42 counties), San Marino, Serbia, Slovakia, Slovenia, Spain (52 of 52 provinces), Svalbard And Jan Mayen, Sweden, Switzerland, Turkey, Ukraine
- Rest Of The World: Afghanistan, Algeria, Angola, Anguilla, Antigua And Barbuda, Argentina, Aruba, Australia, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire, Sint Eustatius and Saba, Botswana, Brazil, British Indian Ocean Territory, Brunei, Burkina Faso, Burundi, Cambodia, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Christmas Island, Cocos (Keeling) Islands, Colombia, Comoros, Congo, Cook Islands, Costa Rica, Cuba, Curaçao, Côte d'Ivoire, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands (Malvinas), Fiji, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Ghana, Grenada, Guatemala, Guinea, Guinea Bissau, Guyana, Haiti, Heard Island And Mcdonald Islands, Honduras, Hong Kong, India, Indonesia, Iran, Islamic Republic Of, Iraq, Israel, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Korea, Democratic People's Republic Of, Kuwait, Kyrgyzstan, Lao People's Democratic Republic, Lebanon, Lesotho, Liberia, Libyan Arab Jamahiriya, Macao, Madagascar, Malawi, Malaysia, Maldives, Mali, Martinique, Mauritania, Mauritius, Mexico, Mongolia, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Oman, Pakistan, Palestinian Territory, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn, Qatar, Republic of Cameroon, Russia, Rwanda, Saint Barthélemy, Saint Helena, Saint Kitts And Nevis, Saint Lucia, Saint Martin, Saint Pierre And Miquelon, Samoa, Sao Tome And Principe, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Singapore, Sint Maarten, Solomon Islands, Somalia, South Africa, South Georgia And The South Sandwich Islands, South Korea, South Sudan, Sri Lanka, St. Vincent, Sudan, Suriname, Swaziland, Syria, Taiwan, Tajikistan, Tanzania, United Republic Of, Thailand, Timor Leste, Togo, Tokelau, Tonga, Trinidad and Tobago, Tunisia, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, United Arab Emirates, United States, United States Minor Outlying Islands, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Virgin Islands, Wallis And Futuna, Western Sahara, Yemen, Zambia, Zimbabwe
How much will my delivery charge be, and when will I receive my order?
Our delivery charges will differ dependant on your delivery location in addition to the service or speed of delivery you choose during checkout. These options can also changed dependant on external factors such as the items in your cart, the time of year, the courier & delivery partners that we work with, as well as various other factors. When you are placing your order, the relevant shipping options will be presented to you along with applicable pricing. Please visit our Delivery page for details of our delivery charges and delivery lead times.
How do I track delivery of my order?
There are several ways to track your delivery. Upon placing your order, you will receive an order confirmation email which will include a link to a webpage that will give you the latest updates on your order.
We will send you an email with tracking details on once we have dispatched your item(s). During the checkout process you will be offered the option of adding your mobile / cell phone number to your order. We strongly recommend that you choose this option as this means that we can send you an SMS text message when we have confirmed dispatch of your items, which will include a link with tracking information.
Dependant on which carrier or courier company / delivery partners that we use, you may also receive emails and SMS text alerts from them as your parcel makes it's way through their delivery network. You can also track your order status by visiting My Account page. You will need to Login to see these orders. You can create an account at any time to ensure you can track your orders.
What delivery options or choices do I have for delivery of my order?
Our delivery options will differ dependant on your delivery location in addition to the service or speed of delivery you choose during checkout. These options can also changed dependant on external factors such as the items in your cart, the time of year, the courier & delivery partners that we work with, as well as various other factors. When you are placing your order, the relevant shipping options will be presented to you along with relevant delivery costs.
How do I signup to receive your email newsletters?
You can register here for our email newsletter. We will then send you all our latest news, exclusive special offers & discount codes, promotions, updates about new products and more. You can unsubscribe from our newsletters at any time - simply click on the unsubscribe link at the bottom of any emails from us.
How do I return products? What is your refund policy?
Our returns page contains information on how to returns goods to us, as well as important information around refunds.
I work during the day, so can I get my order delivered to my local Post Office?
We are currently working with Royal Mail to add this functionality to our website.
Can I get my order delivered to my local locker facility or InPost locker near me?
We are currently working with InPost to add this functionality to our website.
I'm not sure what size I should be ordering. Where can I see your size charts or size guides?
On each of our product pages you should be be able to see a size guide chart. This will advise you of the sizing of our products and relevant information. You can also refer to our Size guides page to see each of our different product type sizing information.
I bought an item and it's since been discounted. Can I get a refund for the difference?
Unfortunately, we are unable to refund the difference between the original price you paid at the time of purchase and the sale price at the time you've viewed it at a later date.
What payment methods do you accept?
We accept Visa, Maestro, Mastercard and Amex card payments via Shopify Payments (powered by Stripe). We also accept PayPal, Apple Pay & Google Pay.
Payments via Amazon Pay is also a service that will be made available soon.
What is Klarna? How do I use it?
Klarna is a payment service provider that takes end-to-end responsibility for your payment. Klarna provides payments to more than 100,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments. Please see our Klarna page for more information on this.
What happens if nobody is at home to receive my parcel?
You should receive a card through your door if no one is available to receive your parcel and it's too big to fit through your letterbox. There will be instructions on this card about where your parcel is (it will be sent to your local Post Office/sorting office where you can retrieve it with your delivery card).
You must take both a form of ID and the delivery card to collect your parcel. If you haven't received your order, please contact us and we will look into this for you. If your parcel isn't collected within a certain number of days (this will be disclosed on the card left for you from Royal Mail) it will be sent back to us and we will contact you to let you know that your order hasn't been delivered.
Will my original postage costs be refunded if I return an item?
Unfortunately, we do not refund postage charges for your order unless your item is damaged or faulty upon arrival. We are more than happy to refund postage costs if your product is damaged or faulty and if this is the case, please contact us and we will look into this for you.
Who pays for customs charges?
Unfortunately, we can not cover any import taxes or taxes that may be applied to your delivery during shipment. These charges are the buyer's responsibility and the costs must be paid for by you. Please check with your country's customs office to determine what these additional costs will be prior to buying.
How do I login to my account?
You can Login to your account to see your orders and update your details.
How do I register for an account?
You can create an account at any time.
Do you offer free returns?
At the moment we don't offer free returns when you send your items back unless the item has arrived damaged or faulty. If this is the case, please contact us via email and we will look into this as quickly as possible for you.
How do I exchange an item?
You can exchange your item(s) within 30 days of you receiving your order. All you need to do is fill out your returns form, send the item(s) back to our returns address (which you can find on your returns form) and we will process the exchange for you and send the new items out to you. if you have misplaced your returns form, you can contact us and we can email you a new one.
I've changed my mind about my order. Can I cancel my order after I've placed it?
Under the consumer protection act, you have the right to cancel your order you place online with us. In order to cancel an order, you must email or message us within twelve hours of placing your order so that we can process this. Any orders that have gone over the twelve hour cut of time cannot be cancelled and will be fulfilled.
How long does it take for me to get my refund?
On average it takes around 3-5 days for the bank to process refunds and for them to appear in your account, however this may differ depending on your payment method and your bank.
Do you have a blog?
Yes, you can read our blog to catch up with our latest posts.