Frequently Asked Questions

My order hasn't arrived, what do I do?          

Make sure your order was placed before the cut-off point, as if not, it won’t ship until the day after.

You can find out more information about our delivery process here.

Orders placed after the cut-off on Friday, or over the weekend will not dispatched until the Monday.  

For any other issues you can contact our customer services here.  


                
When will my parcel be delivered?
       
Our couriers operate between 08:00 – 18:00. We cannot provide an exact time that your order will arrive, but it will be in this time window.

Our deliveries require a signature, but if there’s a secure place on the property to leave your parcel, then the courier will do so and a calling card will be left. 

You can find out more information about our delivery process here.    
       

My order is faulty. What do I do?       

       
We hope you’ll never receive damaged goods, but in the rare event that you do, you should contact our customer care team straight away, quoting your order number, name and a brief description of the issue. You can contact our customer services here.  

We’ll do our best to sort the issue ASAP.    

 

How do I know my return has been received?

      
If you get a tracking number for any goods returned, you can keep tabs to make sure we’ve received it.  

You can find more information about the returns process here.     

 

How long will it be before I receive a refund for my returned product/s?       
       
When you return an item to our warehouse it can take up to 14 days for the whole returns process to complete.

You will receive an email to let you know that you have been refunded. As different banks operate with different timescales please allow 3-5 working days for the money to clear in your bank account. 

You can find more information about the returns process here.          

 

My discount/promotion code isn't working?     
       
All of our codes are tested to ensure there are no errors.

Discount codes can only be used against full priced items, and can only be used once per order, and per customer.

For any other issues you can contact our customer services here.  


       
I haven’t received a reply to my email, what should I do?       
       
Our customer care team will do their best to get back to you within 24 hours of your query.

Over weekends and bank holidays this will be slightly longer, but your query is important to us and we will get back to you as soon as possible.

Make sure you check your junk folder as sometimes our emails will go to there.

Please try not to send more than one email as it could take us longer to get back to you. 

 

How can I pay?

We accepts payments from Visa, MasterCard, Delta, Solo, Switch/Maestro, Visa Electron and PayPal.

You can safely enter your entire credit/debit card details via our secure server, which encrypts all submitted information. We guarantee that every transaction you make with us will be 100% secure.

 

Do you have a Secure Shopping Guarantee?

Yes! Our Secure Shopping Guarantee is your assurance that you’ll never have to worry about credit/debit card safety whilst shopping with us.

Shopping on our website is statistically safer than using your credit card at a high street store. Technical experts point out that online purchases without human intervention are far safer than traditional credit card transactions because the information is immediately encrypted into a scrambled message that can only be decrypted by an authorised computer.

All credit card details are captured over a secure 128-bit Secure Socket Layer (SSL). This means your credit/debit card number is scrambled during the transaction process and, unlike a traditional store, no human ever comes into contact with your card number during the approval process. We NEVER store your card information.

To give you even more security and peace of mind in shopping online with us, we have introduced Verified by Visa and Mastercard SecureCode. These services enhance your existing card account against unauthorised use when you shop with us. To use this service, you must first register with the bank that issued your card. Once you’ve registered and created your own private password with your card issuer, you will be automatically prompted at checkout to provide this password each time you make a purchase.

Your Verified by Visa or MasterCard SecureCode password is not your Native Youth account password. Native Youth does not have access to your Verified by Visa or MasterCard SecureCode password.

If you have any concerns about our site security, please contact customer services here.