FAQ

Orders

What if I need to change or cancel my order?

If you need to cancel an order please contact us as soon as possible, including your order number in your request and we will do our best to catch it before its sent out!

What’s the status of my order?

Once your order has been placed you will receive a shipping confirmation email.

If you have any questions about the status of your order please contact us.

What if my order arrives damaged?

We take great care in ensuring your goods are checked for damages prior to delivery. If an order arrives damaged please contact us within 2 days of receiving your order so the faulty item can be replaced or refunded.

What if my package is lost?

After an order has been delivered to the correct shipping address, we cannot be held responsible for any lost or stolen packages.

What does it mean if an item is Waitlisted?

If an item is Waitlisted it means it is currently out of stock. Sign up with your email, letting us know your preferred size and we can contact you once it becomes available again.

Taxes and Duties

When an order is placed you are responsible for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these maybe necessary to release your order from customs on arrival.

And Special Guests Ltd will not be held liable for any fees or taxes you may incur or if your product is seized by customs. We advise that you contact your customs office with any queries. If an order is refused and returned to us, the return fees and unpaid duties and tax will be taken out of your refund.

Returns/Exchange

What is our return policy?

We accept returns within 14 days from the order date.

We will only accept items in new condition with original packaging and tags for a full refund. Shoes must be unworn and in their original and undamaged box.

Refunds will be issued to the card used for the original purchase.

And Special Guests Ltd have the right to refuse a return if a returned item does not meet the above conditions and the item will be returned to the address on the original order.

How do I make an exchange?

To make an exchange, please return the items within 14 days from the order date for a full refund and place a new order.

When will I receive my refund?

A refund will be issued to your card on receipt of goods.

Any returned items will be refunded immediately minus the cost of the initial postage fee. Any faulty items must be returned to us before a replacement or refund is provided.

How do I return an order?

Returns should be addressed to:

And Special Guests Ltd
Studio G03 The Clarence Centre
6 St. George’s Circus
London SE1 6FE

If you are sending an item back, please make sure to use a secure postage method to track the package. The item is your responsibility until we receive it.

How do I make a return if I am outside of the UK?

Please ship your return using your preferred method that provides a tracking number and is insured. The initial shipping cost will be deducted from the refund.

Data Protection

Read our data protection policy here

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