- Why do I need to register to shop?
- Creating an account with us means you can shop faster and keep track of your orders and returns.
- I’ve forgotten my password and can’t log in.
- Please click here and we’ll send you a password reminder.
- What payment methods do you accept?
- You can pay for your order using Switch/Maestro, Visa, Visa Electron, Mastercard and
- Can I cancel my order?
- If you’ve changed your mind, please call customer services as soon as possible – we are unable to cancel orders that have already been processed.
- Can I change my order once it has been placed?
- We are unable to alter orders that have already been made. This includes altering or adding items or changing the delivery method.
- Why has my order been cancelled?
- Your items may be out of stock. Please click here to contact our customer services team.
- Can I order from overseas?
- Yes we ship overseas. Cost and delivery time will depend on location.
- What is your exchange rate for overseas orders?
- All currencies are based on the current exchange rate – select your country to see items displayed in your local currency.
- The item I want isn’t available online. Will it be re-stocked?
- We don’t re-stock our collections once they’ve sold out, and are unable to manufacture one-off garments.
- When will my order be processed?
- We aim to process all orders received before 3pm on the same day, and orders placed after 3pm will be processed the following working day. All our orders are also subject to fraud checks. If there is a chance your order will be delayed as a result of this, we will contact you via email. Additional ID may be requested to confirm your order. Failure to provide this may result in your order being cancelled.
- Can I get student discount online?
- Yes. Just enter your valid NUS number in the Shopping Bag page to receive 10% discount.
- How do I use a promo or voucher code?
- On the shopping bag page, enter your code into the Voucher Code box
- The item I want is out of stock online, how can I order it?
- Please contact our stores – if we have the item you are looking for in-store we will process a telephone sale.
- What is Preorder?
- Some of our most exclusive and high-demand pieces are available to pre-order. Add the item to your bag and pay as normal, and we'll send you a confirmation and ship the order as soon as the stock arrives. We'll also keep you updated on the progress of your order and the due date.
- Do you have a size guide?
- On the product page, you will see a link that says Size Guide.
- What do I do if my card is declined?
- The first thing you should do is contact your bank. The number to contact is usually located on the back of your card. If the bank says there are no problems on their end, you should then contact us.
- Is it safe to order online?
- Our site meets the highest standards in security and encryption. When you enter your details such as name, address and credit card number, this information is sent to us using Secure Sockets Layer (SSL) which encrypts the data, preventing anyone else from seeing what is inside the transmission. Your details are safe with us.
- How much does delivery cost and how long will it take?
- —Standard Delivery - Free if order is more £100 or more. Otherwise £3.95. Delivered within 3 working days.
- —Next Day Delivery - £4.95. Delivered next working day if ordered before 3pm.
- —Saturday Delivery - £9.95. Delivered on Saturday if ordered before 3pm on Friday, please note that this service is unavailable in certain locations within the UK.
- —United States - £15.00. Delivered within 2 working days.
- —Express International Delivery - Cost and delivery time will depend on location. See below.
Also, please note that during sale periods order processing may take slightly longer.
AFGHANISTAN £30.00 5 Working Days ALBANIA £20.00 4 Working Days ALGERIA £30.00 3 Working Days ANGOLA £30.00 6 Working Days ANTIGUA £25.00 3 Working Days ARUBA £25.00 2 Working Days AUSTRALIA £20.00 4 Working Days AUSTRIA £20.00 2 Working Days AZERBAIDJAN £20.00 4 Working Days BAHAMAS £25.00 3 Working Days BAHRAIN £20.00 3 Working Days BANGLADESH £20.00 6 Working Days BARBADOS £25.00 3 Working Days BELARUS £20.00 5 Working Days BELGIUM £20.00 2 Working Days BERMUDA £25.00 3 Working Days BOLIVIA £20.00 5 Working Days BOSNIA-HERZIGOVA £20.00 4 Working Days BRAZIL £25.00 3 Working Days BRUNEI £20.00 5 Working Days BULGARIA £20.00 2 Working Days CAMBODIA £25.00 4 Working Days CAMEROON £30.00 6 Working Days CANADA £15.00 2 Working Days CAPE VERDE £30.00 8 Working Days CHILE £25.00 3 Working Days CHINA £20.00 3 Working Days COLUMBIA £25.00 3 Working Days CROATIA £20.00 4 Working Days CYPRUS £22.00 4 Working Days CZECH REPUBLIC £20.00 2 Working Days DENMARK £20.00 2 Working Days DOMINICAN REPUBLIC £25.00 3 Working Days EGYPT £22.00 3 Working Days ESTONIA £20.00 3 Working Days FAROE ISLANDS £20.00 8 Working Days FIJI £30.00 6 Working Days FINLAND £20.00 2 Working Days FRANCE £20.00 2 Working Days GERMANY £20.00 2 Working Days GHANA £30.00 4 Working Days GIBRALTAR £20.00 3 Working Days GREECE £20.00 3 Working Days GREENLAND £20.00 11 Working Days GRENADA £25.00 3 Working Days HONG KONG £20.00 3 Working Days HUNGARY £20.00 2 Working Days ICELAND £20.00 3 Working Days INDIA £22.00 3 Working Days INDONESIA £25.00 4 Working Days IRAQ £22.00 7 Working Days IRELAND £12.00 2 Working Days ISRAEL £22.00 3 Working Days ITALY £20.00 2 Working Days JAMAICA £25.00 4 Working Days JAPAN £20.00 3 Working Days JORDAN £22.00 4 Working Days KHAZAKSTAN £30.00 10 Working Days KOREA £30.00 5 Working Days KUWAIT £22.00 4 Working Days LEBANON £22.00 3 Working Days LATVIA £20.00 2 Working Days LITHUANIA £20.00 2 Working Days LUXEMBOURG £18.00 2 Working Days MALAYSIA £25.00 4 Working Days MALTA £20.00 3 Working Days MEXICO £22.00 3 Working Days MONACO £20.00 2 Working Days MOLDOVA £22.00 7 Working Days MOROCCO £25.00 2 Working Days NEPAL £25.00 4 Working Days NETHERLANDS £20.00 2 Working Days NEW ZEALAND £20.00 4 Working Days NIGERIA £30.00 5 Working Days NORWAY £20.00 3 Working Days OMAN £22.00 3 Working Days PAKISTAN £22.00 5 Working Days PANAMA £25.00 4 Working Days PARAGUAY £25.00 4 Working Days PERU £25.00 4 Working Days POLAND £20.00 2 Working Days PORTUGAL £20.00 2 Working Days PUERTO RICO £22.00 2 Working Days QATAR £22.00 3 Working Days ROMANIA £22.00 3 Working Days RUSSIA £25.00 4 Working Days SAUDI ARABIA £22.00 3 Working Days SERBIA £22.00 3 Working Days SINGAPORE £20.00 3 Working Days SLOVAKIA £20.00 2 Working Days SLOVENIA £20.00 3 Working Days SOUTH AFRICA £25.00 4 Working Days SPAIN £20.00 2 Working Days SRI LANKA £22.00 3 Working Days SWEDEN £20.00 2 Working Days SWITZERLAND £20.00 2 Working Days TAIWAN £20.00 5 Working Days THAILAND £20.00 3 Working Days TUNISIA £22.00 4 Working Days TURKEY £22.00 3 Working Days UAE £22.00 3 Working Days UNITED STATES £15.00 2 Working Days VIETNAM £25.00 3 Working Days YEMEN £22.00 4 Working Days ZAMBIA £30.00 5 Working Days ZIMBABWE £30.00 5 Working Days
- Which couriers do you use for your deliveries?
- Our UK orders are shipped using CityLink, and international orders are shipped with Fedex.
- How can I contact your couriers?
- City Link Customer Services (UK) – 08444 930 932
Fedex (International) – 08456 07 08 09
- How do I track my order?
- When your order is shipped you will receive a tracking link via email – this can be used to check the progress of your order.
- Do I need to sign for my delivery?
- For security reasons all orders must be signed for. Our couriers are unable to leave parcels without a signature. We therefore recommend that you have your order delivered to your workplace.
- Can I change the delivery address for my order?
- Unfortunately we are unable to amend delivery addresses for orders that have already been placed.
- My order hasn’t arrived.
- Please contact our customer services team by clicking here.
Also, please note that lost or undelivered parcels must be reported to us within three weeks of the order date. Any claims made after this point cannot be reimbursed.
- What happens if there are customs charges?
- Please note that international orders may be subject to customs and duty taxes about arrival. AQ/AQ is not liable for any such payments.
- What is your Returns policy for online orders?
We are happy to offer a refund or exchange on all items bought online within 28 days of receipt. Please ensure that your returns slip and order number is included in the parcel – failure to do so may result in the refund process being delayed. All goods must be sent back in their original condition, along with the original tags and packaging. Items will be inspected upon return, and will be returned to sender if they are not in their original saleable condition.
- How do I return my item for free using Collect+?
- You can now return your order for free by taking it to your local participating supermarket, corner shop or newsagents. There's no shortage of drop off points with over 4500 stores in the UK who offer this service. Just click the link to find your nearest store: http://www.collectplus.co.uk/storefinder.php
A benefit of Collect+ is that the drop off points are generally open until late at night and 98% of stores are open 7 days a week.
All you need to do is complete the returns form provided with your order and enclose it with your parcel. Peel off the label on your Collect+ insert and stick it onto your parcel, then take your parcel to Collect+ drop off point, where you'll receive proof of postage and a code to track your return online. Please ensure you keep this receipt until your refund has been processed. You can track your order using the code here: http://www.collectplus.co.uk/
If you do not receive a refund within ten days of us receiving the parcel please get in touch with your order number and tracking number. You will receive an email confirmation when the refund has been processed.
If you have misplaced your Collect+ insert, please click here to print off a new one: http://www.collectplus.co.uk/aqaq
- How do I return an item to you by post?
Please post your returns back to our website office:
Unit 4 & 5
Kirkstall Industrial Park
- Can I return an item I bought online to one of your stores?
- Unfortunately we are unable to accept returns in-store. Please post it back to the returns address on your invoice.
- I returned my order, how long will my refund take?
- We aim to process all refunds within 5 working days of receipt. You will also receive an email confirmation.
- Please return your items to the above address using recorded delivery. Please ensure than any customs forms are filled out correctly and the parcel is clearly marked as containing returned goods. Failure to do so may result in customs charges being applied and a delay in the refund being processed.
- Why haven’t my shipping costs been refunded?
- We only refund shipping costs if there has been an error with the order or your purchase was faulty.
- Have you received my returned goods?
- We recommend that returns are sent by recorded delivery or Collect+. These can therefore be tracked online. Please ensure you keep your receipt given to you by the Post Office or at your local Collect+ drop off point so your parcel can be tracked.
- My item is faulty – what can I do?
- Goods are classified as faulty if they are received in a damaged condition, or if a manufacturing fault occurs within six months of purchase. Please note that if items are damaged as a result of wear and tear or failure to correctly follow care instructions, they are not considered to be faulty. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund only if the item cannot be repaired or replaced. If you have received a faulty time, please contact our customer services team immediately so we can resolve this as quickly as possible.
- How do gift vouchers work?
- You can buy a gift voucher of any value, which will then be sent via email to your intended recipient. It can be scheduled to arrive on any date within 90 days. You can also include a personal message.
- What time of day will the voucher arrive?
- It will arrive at midnight, UK time. It may suit you better to have it arrive a day early or a day late, depending on your time zone.
- How long do gift vouchers last?
- Gift vouchers last 12 months from the date of delivery.
- I’m an international customer – can I buy a gift voucher?
- Our vouchers are only available in Sterling, but you can still purchase a voucher and you will be charged the correct amount of your local currency depending upon the exchange rate.
- What happens if my voucher hasn’t arrived?
- Please check that the email address of your recipient and scheduled timing are correct. If this doesn’t solve the issue, please contact our customer services.
- What happens if I’ve lost my voucher?
- Please get in touch with our customer services and we’ll try to locate it for you.
- Do I have to use all of my voucher in one go?
- No. Once you use the voucher it will be linked to your account. If the total of your order is less than your voucher, you will proceed through checkout without paying anything. The next time you place an order, you'll automatically have the remaining voucher amount deducted from your purchase.
- Can I use a gift voucher and a discount code on the same purchase?
- Yes. Enter you voucher into the Promo Code box first. You'll then be able to enter a discount code.
- Can I cancel or return my gift voucher?
- We are unable to cancel and refund gift vouchers after they have been purchased.
- What is your returns policy on items bought with a gift voucher?
- Our normal returns policy applies to items bought with gift vouchers – we will just issue you with a new voucher that you can use against a future purchase.