Help & Contact

Delivery

What are the delivery charges?

Delivery is priced per boutique according to the weight of items using Royal Mail's charges.

UK delivery is calculated using 1st Class prices plus 95p for Recorded Signed For. 

International delivery is calculated using International Signed For with additional compensation and will usually cost somewhere between £10-£20 per boutique.

You can find out the exact cost at the checkout stage or by calculating it using the Royal Mail Price Guide and the item's weight.

What are the delivery methods?

Standard delivery is via Royal Mail Recorded Signed for.

To request insurance for UK addresses please contact the boutique via our message service.

International shipments are sent through Royal Mail insured delivery.

How long does delivery take?

Standard delivery is within 4-5 working days.

International delivery usually takes 7-10 working days.

I want quicker delivery, what are my options?

Please contact the boutique directly for pricing on speedy delivery.

I ordered different items from a number of boutiques, will they arrive together?

Each boutique ships promptly on receipt of payment. Your purchases should all arrive separately within 4-5 working days.

What countries do you deliver to?

We send to most countries in the world. We only allow registrations for countries that we deliver to.

Will I have to pay for Customs and Import Charges?

We only do postage, not customs.

If you think you may be charged to receive a package from the UK please contact your local customs office as you will be responsible for paying any fees.

How do I know if my order is on the way?

We send a separate email confirmation when your order has been shipped.

What happens if the order doesn't arrive?

In the unlikely event of a lost order we will do everything possible to resolve the problem.

The best thing to do is contact the boutique via your Discover Boutiques account (select the order number and use the ‘Contact seller regarding order’ button). If they can’t solve the problem email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it and we will get on the case!

I have a problem with my order, what should I do?

Sign in to your account and select the order in ‘My profile’. Go to ‘Contact seller regarding order’ and complete the form.

Or email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it , with your order number in the subject line and we will attend to the matter as soon as we can.

Returns

Can I return items?

Yes. You can return items within 14 working days from the receipt of delivery for a full refund.

How do I return an item?

Login to your account and select the order number.

Contact the shop using the ‘Contact seller regarding order’ button to let them know you’re returning the product then pop it in the post.

Please remember that items must be returned in the same condition as they were received.

Do I have to pay for the delivery charge to send it back?

Yes. You need to pay the return postage.

I want to exchange the item? Can I do this?

Please contact the boutique to discuss exchanges.

How long do we have to return the item?

Once you receive the item you have 14 working days to return it.

How long does it take to get a refund?

Once the shop gets the item back, they will refund your money within 14 working days.

My money still hasn’t been refunded?

Contact  This e-mail address is being protected from spambots. You need JavaScript enabled to view it with your order number and we will sort it out.

Do I have to create an account to buy a product?

Yes. This helps us give you the best service, including order tracking and secure messaging.

How do I change the details on my account?

You can change your account details by signing in and selecting ‘edit account’.

If you have forgotten your username/password follow this link and select ‘Forgotten my password’.

http://www.discoverboutiques.com/register/lostpassword

Order

Can I cancel my order?

Yes. Go to ‘My account’, and then select the order number. Then select the ‘Contact seller regarding order’ and request for a cancellation. Do this within seven working days for a full refund.

Remember to do this as soon as possible, because our boutiques ship items as soon as they receive payment.

If they have already posted your item you will need to return it before they can refund your payment.

Can I amend my order?

We cannot amend the order once they’re completed, though you can cancel them (see above).

If you have any queries about an order email  This e-mail address is being protected from spambots. You need JavaScript enabled to view it with your order number in the subject line and we’ll do what we can to help.

The price has changed since I ordered, will I get the difference refunded?

Sorry, no.

What happens if I want to collect the item in store?

No problem.

Select ‘Collect the item in store’ from the postage options when you checkout. You can leave a message for the boutique to arrange pick-up.

I want to buy the item in store, not online, how can I reserve it?

Contact the boutique via our messaging service and ask if they’ll reserve it for you.

I want to make sure the item will be there when I visit the store, what can I do?

Contact the seller and ask if they can hold it for you. Or you can buy online to guarantee it will be there!

The item is out of stock, when will it be available again?

Our boutiques sell many unique items which may not be restocked.

If this is the case, contact the boutique directly or email  This e-mail address is being protected from spambots. You need JavaScript enabled to view it and we’ll try to find you something similar.

Size Guides and Care Information

Size guides and care information are provided on each item page.

As a general rule, vintage or one-off garments should be treated as delicate and washed on a gentle cycle at a low temperature.

How does your size guides work?

Our boutiques stock a wide range of vintage and designer items and sizing can vary so we created a universal sizing guide to help you get the perfect fit.

Read our detailed instructions on how to find your size.

Don’t forget to check the dimensions in the item listing!

Payments

Is it safe to order online?

We keep your details safe with industry-standard Secure Sockets Layer (SSL) technology that encrypts your personal information including name, address and credit card number. This means no third parties can see your confidential information. We are always updating our systems to ensure you have the best protection, including:

Authentication: ensures your data goes to the correct computer server and that the server is secure

Encryption: encodes the data so it can only be read by the secure server, so no one else can read the information sent between your computer and our website

Data Integrity: checks that the data has not been tampered with

Why has an item disappeared from my basket?

This means another customer has purchased it! Please check to see if there are more in stock.

How do I pay?

We use PayPal, a secure online payment service.

No PayPal account? No worries. Paypal accepts all major credit and debit cards. Just enter your card details at checkout to make a one-time transaction.

Or sign up for your own free PayPal account to enjoy faster shopping in future.

For more information see: https://www.paypal.com/webapps/mpp/buying-online

Do I have to use PayPal to buy the item?

Yes. PayPal is safe, simple, free, and accepts all major credit and debit cards. This helps us offer you a better service.

Can my money still be refunded with PayPal?

Yes. To request a refund use go to ‘My profile’ in your account, select the relevant order and use the ‘Contact seller’ button.

You can them email the seller and request a refund.

Will I be charged to use PayPal?

No. Using PayPal to shop with us is free.

When will I be charged?

You are charged when your card is authorised. If your card is not authorised you won’t be charged.

How do I pay for items from multiple boutiques?

Everything goes into your shopping bag and when you confirm your order, a seperate invoice is generated for each boutique. You will need to pay each boutique seperatly but we have made this process as simple as possible. Just click the ‘Pay’ button next to each unpaid order on your account page to make the payment.

We email you a confirmation note when your transaction is complete.

What happens if I don’t pay for my items immediately after the order?

Items stay ‘in stock’ until you confirm your order so if another customer order the item, it will disappear from your shopping bag. Once ordered, you have 12 hours to pay for the items before the order is cancelled and the items goes back in stock.

Do you offer a student discount?

Sorry, not at the moment.

Website

How does Discover Boutiques work?

We partner with London’s best independent boutiques so you can browse and shop online.

They post your order directly from the shop.

How do I find an item on Discover Boutiques?

There are a number of ways to begin:

Use the top level menu:

  • Boutiques allows you to choose a boutique to find the item.
  • Destinations allow you to choose an area of boutiques to find your item.
  • You can use the item categories to begin. This is the most common method of doing so.

Alternatively, you can use the search box to search the whole site.

Do you offer Gift Vouchers?

Not yet. We hope to add this facility soon!

Boutiques

I want to recommend a boutique or an area, what shall I do?

We love recommendations! Please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Know a great boutique outside of London? Tell us about it too!

Contact

How do I contact you?

Email This e-mail address is being protected from spambots. You need JavaScript enabled to view it . We’ll get back to you ASAP.

Our regular hours are Monday to Friday, 9am-5pm.

Press and Media Requests

Email This e-mail address is being protected from spambots. You need JavaScript enabled to view it for media requests.