FAQ
Payments
How long will it take for my refund to be returned to my bank account?
Refund processing times depend on your bank, but it generally takes 1-5 working days.
How does a refund work?
Once we receive your return and process the order, we will send the full refund to your account.
What are the most common payment methods?
We accept Google Pay, Apple Pay, Visa debit/credit, Buy Now Pay Later, and Klarna.
What is VAT?
VAT (Value Added Tax) is a consumption tax applied to goods and services.
My payment hasn’t gone through. What should I do?
If your payment hasn't been processed within 1-5 working days, please contact your bank for assistance.
How will my order be refunded?
Once we confirm the returned item is in good condition, we will send you an email confirming your refund.
Clothes
How do I know I have purchased the right size?
We have provided a size guide on all product pages to help you select the correct size.
What are the size guides?
Our size guides cover sizes from XS to XXXL, with detailed measurements for each size.
Do I need to use special detergent to wash the clothes?
No, there’s no need for special detergent. Regular detergent works fine.
What should I do with faulty items?
Visit our returns page, select the faulty item, and specify the reason for return. You have 14 days from the date of purchase to return faulty items.
Are the clothes made from plant-based materials?
[Answer to be provided based on product materials.]
Returns
How do I make a return?
To return an item, go to your returns page, select the item, and choose the reason for return. You will then receive instructions on how to proceed.
How long will the return process take, and when will I receive my refund?
The return process depends on when you send the item back. The refund timing will also depend on your bank.
What is the return policy?
Items must be returned within 14 days from the date of purchase. For example, if you purchase on 06/03, you have until 20/03 to return the item. After the 21st, the item will not be processed and will be returned to you.
What are the costs for returning an item?
There is a fixed return fee of £2.99, which includes a barcode. Simply drop the return package off with your local carrier (Royal Mail) for scanning.
Orders and Delivery
What if I change my mind right after placing an order?
You can return the order once you receive it, following the standard return process.
Can I cancel my order?
Yes, you can cancel your order, and we will process a refund for you.
I haven’t received my order. Where is it?
We’re sorry about that. Please check with your local carrier using the tracking number sent to you via email.
Can I change my order?
If the order has not yet been dispatched, you can make changes. If it has been shipped, you’ll need to return the item to us, and we will either refund you or transfer the amount to your Exhorr digital account.
How do I track my order?
You will receive a tracking number by email once your order has been dispatched.
How do I change my shipping address if I made a mistake?
Please contact our customer service as soon as possible to update your shipping address.
I didn’t receive an order confirmation email. Why is this?
We apologize for the inconvenience. Please verify that you’ve provided the correct email address. If it’s correct, wait 24 hours for the confirmation email. If not, please reach out to customer service.
When will I receive my order?
Standard delivery takes 1-5 working days.
What day and time will I receive my order?
You will receive an email from your local carrier with details on the delivery date and time.
What is the current status of my order?
Use the tracking number provided via email to check the status of your order.
What are the shipping costs?
- £3.99 for standard delivery
- £4.99 for next-day delivery
- Free delivery for orders over £100
How will my order be shipped?
Orders are shipped using Royal Mail.
My parcel shows as delivered, but I haven’t received it. What should I do?
Please contact Royal Mail directly. If the issue is due to an error on our end, we will send you a replacement.
Do all my orders need to be over £100 to qualify for free delivery?
Yes, free delivery applies only to orders over £100.
Shipping and Duties
When will I receive my order?
Delivery times depend on the shipping option chosen. Standard delivery takes 1-4 days, depending on your location.
What carriers do you use?
We use Royal Mail for shipping.
Do I need to pay extra for the carriers used?
No, the shipping fee is already included in the checkout process. For standard delivery, it's £2.99.
Where do you ship from?
We ship from London, United Kingdom.
Can I put different orders in the same return package?
Yes, but for clarity, it’s best to return items in their original order with the corresponding receipts to avoid confusion.
Account
How do I create an account?
Simply click on the "Create an Account" option next to the bag icon on our website, then fill in your details.
What are the benefits of creating an account?
You can track your past orders, save your billing and shipping addresses, and make future purchases faster.
How do I delete my account?
Go to Settings, then select Account, and choose the option to delete your account.
Why isn’t the website letting me create an account?
We’re sorry for the inconvenience. Please contact customer service for assistance.
Can I still track my order if I’m a guest user?
Yes, you can still track your order with the tracking number provided, even if you checked out as a guest.
Do I need an account to make a purchase?
No, you can purchase as a guest without creating an account.
Customer Service
How do I contact customer service?
Scroll down on our website to access live chat or call us directly for assistance.
I’ve been looking for Exhorr’s contact number and address. Where can I find it?
Please email us at info@exhorr.com with your inquiry, or reach out to our customer service team for further assistance.
Why can’t I get in touch with customer service?
We apologize for any delays. Our systems may be down temporarily. Please try again in the next 24 hours.
Preorder Items
What is a preorder, and how does it work?
A preorder allows you to order items that have not yet been released. Preordering ensures you get the item before it runs out of stock once available.
If I preorder, when will the money be taken from my account?
We will charge your account the day before we ship your preorder item, and you will receive an email confirming shipment.
When will my preorder be shipped?
Preorders will be shipped once the items are released and in stock.
How will I know when my preorder has been shipped?
You will receive an email confirming the shipment of your preorder.
What if I want to order both preorder items and in-stock items?
In-stock items will be sent immediately, while preorder items will ship when they become available. You can choose to wait and have both shipped together, but please note that this may delay your delivery.
Sales
Can I return an item purchased on sale?
Sale items cannot be returned, but you can exchange them for a different size or style.
Can I amend items bought on sale?
Yes, you can exchange sale items for another product or size.
Can I use gift cards and discount codes on sale items?
Yes, gift cards and discount codes are valid for sale items.
When will there be a restock?
Restocks happen every 2 to 3 months.
My size is out of stock. What should I do?
Please contact customer service for updates on restocks or alternative options.