About Us & Help

We are a family run business based in Welling in Bexley and are a registered limited company, Onretail Ltd, company number 5397249.

We wanted to create an online shopping experience that is as fun to browse as it is easy to buy which is why you will find large, clear pictures on each of the items we stock. We enjoy all aspects of running our online store from sourcing stock to updating our site and helping our customers and we hope this shows. We don't just fill our site with as much stock as possible in the hope that someone will buy it. We take our time to find the right products that you will enjoy. We work by following a few simple rules to enable us to offer you a great service. We aim to keep our website easy to use and fun to browse and keep you informed every step of the way. As we are sourcing new items all the time and we update our site on a regular basis. You will see new items shown on the home page and you can sign up to our newsletter detailing any new items that we will have soon. It's worth checking back with us now and again to see what gems we may have found.

HOW LONG DOES IT TAKE TO SHIP MY ORDER?
Items in stock are shipped within 5 working days. If you order an item that has gone out of stock we will inform you of this by email. As we receive deliveries of new stock on a weekly basis, items that are out of stock are usually dispatched to you within seven working days. However as we source our products from the USA please allow up to 28 days for delivery.

HOW CAN I PAY FOR MY ORDER?
You can pay for your order using any major credit and debit card through our online payment processor. The payment processing company we use is completely independent of us and is secured using 128bit SSL technology. As we use an external card processing company, your card details are never sent to us thus giving you peace of mind that we will never see, let alone store your credit or debit card details. You can also make a payment through Paypal.

HOW IS MY ORDER DELIVERED?
Your order is sent to you using the Royal Mail Recorded Delivery service which will require a signature on delivery. By using this service we are able to track where your order is in the postal system as therefore offer you complete peace of mind. All our orders are sent in discrete plain, protective wrapping. We also offer a gift wrapping service at an extra £2.50 per item.

WHEN CAN I EXPECT MY ORDER TO ARRIVE?
We aim to dispatch all of our orders within 7 days of them being received. Those items that are not in stock may take up to 28 working days to be delivered. Orders sent via Royal Mail Recorded Delivery will usually arrive the following day after the order has been dispatched. Orders send overseas via Airmail can take between 7-10 days to arrive.

CAN I RETURN ITEMS?
Due to the nature of our products, returns will be accepted on faulty or incorrectly delivered items only within 14 days of receipt. If you have bought an item that does not fit, we will accept this return providing the garment is un-worn and is returned in it's original packaging with any health seals still in place. We will exchange faulty goods on a like for like basis and cannot provide an alternative. All returns must be agreed in advance by emailing us in the first instance to arrange your return. On anything other than a faulty or incorrect item you will be responsible for the return postage costs.

I CAN'T FIND WHAT I'M LOOKING FOR, CAN YOU HELP?
If we don't currently have an item listed that you are looking for please get in touch with us and let us know. With a wide range of manufacturers, publishers and suppliers we can probably find it for you. If we can't, we'll try to put you in touch with someone else who can.

IS IT WORTH CREATING AN ACCOUNT ON THE SITE?
Unlike some online shops we certainly don't force you to create an account and you can shop without one. However by creating an account and signing up to our newsletter you will receive advance notice of any products we are due to list and any offers we currently have in place.