UPDATED 13/02/2024

FAQ’s 


MY ORDER

I haven't received a confirmation email?

Please allow up to 24 hours for your confirmation email to be received, you may also wish to check your junk/spam mail as it may appear there. If you still don’t receive one, there may be a possibility that your order failed. We would advise checking your recent bank transactions to confirm whether a payment has been taken out. Please don’t hesitate to contact us and we can look into this further for you!

How do I find my order number?

Your order number will be included in your order confirmation email which should be sent on the same date that you have placed your order. 

Can I amend my order?

Please check all information, products and sizes are correct before placing an order as it is not possible to make amendments. If you identify any errors with your order, please get in touch with us via email at sales@dlsb.co.uk, social channels or our live chat and a member of our customer care team will get back to you. Please note it may take up to 48 hours for a response via email, in which case your order may have already been dispatched and no errors are able to be rectified. It is the customer’s responsibility to ensure all information provided at the checkout is accurate and DLSB cannot be held responsible for any errors made.

Can I cancel my order?

Unfortunately we are unable to cancel/modify your order once it has progressed to an advanced preparation status.  Please return any items you no longer wish to keep as long as they are in line with our returns policy.

How can I pay for my order?

We accept all major credit/debit cards, Paypal and Apple Pay. You can also pay with our buy now pay later options, Klarna, and Clearpay. Full information on payment options can be found here – (link payment options page)

When will my order be dispatched?

We take pride in providing the best service for our customers. We always aim to have your order processed, dispatched and in your hands as quickly as possible. We aim to dispatch standard deliveries within 3-5 working days from the date the order was placed. However, this may be longer during busier periods and during promotions. We also offer a Next Day Delivery service on orders placed before 3pm Monday to Thursday. Orders placed after 3pm will be processed the next working day. The Saturday Delivery option is available on orders placed before 3pm on Friday, however, please note this service is not guaranteed. Orders placed after this time will be processed on Monday and delivered on Tuesday (not including bank holidays). 

Where is my order?

Once your order has been placed and processed you should receive a shipping notification email from DLSB and confirmation of receipt from the chosen courier which will include your order number and tracking information. You can follow its journey by visiting the courier’s website and inputting the tracking information provided. If you have not received an email and would like to know your tracking information, please send us a message with your order number, full name and address and we can look into this for you.

Why has my next working day delivery order arrived late?

Our Next Day Delivery service is available on orders placed before 3pm Monday to Thursday. Orders placed after 3pm will be processed and shipped the next working day and should arrive the next working day after this. The Saturday Delivery option is available on orders placed before 3pm on Friday and any orders placed after this time will be processed on Monday and delivered on Tuesday (not including bank holiday). We do advise that Saturday delivery service is not guaranteed as the courier may not be able to follow through with this. If you have any issues with your delivery please get in touch with us at sales@dlsb.co.uk. Please note we do not refund postage for any failed Next Day Deliveries due to the recipient re-scheduling, or failing to be in attendance for delivery. Please also be aware that UPS and DPD do not fulfill deliveries on weekends. Also please note all Next Day Delivery options do not include bank holidays. 

Why has my order not arrived?

If your order has failed to arrive within the specified time frame please complete the steps below to help us with our investigation.

  • Check the shipping details entered were correct.
  • Look out for a delivery note from your chosen courier regarding the location and status of your delivery.
  • Check the status of your delivery via the tracking information provided.

If you have still not located your delivery and 7 working days or more have passed, please get in touch at sales@dlsb.co.uk and our customer care team can look into this further.

 

DELIVERY

For delivery questions lease visit our delivery page  https://dlsb.co.uk/pages/delivery 

 

RETURNS

How do I return an item?

Our returns policy and information can be found here: https://dlsb.co.uk/pages/returns-and-exchanges. Please note that until your return has returned to our premises, the customer must accept full responsibility for the said return. 

How long do I have to return an item?

You can return unworn, unwashed items with the original tags intact to us within 28 days of the receipt of your order. Please contact us prior to returning your parcel if you are unable to return it within this time frame and our Customer Service team will look into this for you. 

Do you offer free returns?

Unfortunately, we do not offer free returns. However, we do offer returns at a discounted price from £2.70 through Royal Mail and ASDA toyou. InPost is £3.00. This amount is charged when the customer arranges a return using our DLSB returns portal dlsb.returns.internationalThough you are able to create your own return, we would always recommend using our DLSB returns portal. The returns charge is applied for each return regardless of the number of items you return, when using our portal. 

When will my refund be processed?

From the date your parcel reaches us it can take around 7-14 working days to process your return. In busier periods such as Bank Holidays, Christmas and during sales, this may take up to 21 days. By using the tracking link provided by the courier, you are able to track your parcel and see when it arrived with us at our warehouse. Your refund will be issued as soon as your return has been processed and you will be refunded via the same method you used to pay. Please note that if you have paid using a card payment method then it can take up to 5 working days for your refund to show in your bank account depending on who you bank with. You will receive a refund notification email once your refund has been issued. 

Why haven't I been sent a confirmation that my return has been received?

If you have used the DLSB pre-paid returns portal, you should receive an email once your return is in transit, and then an email when your return has been completed and a refund has been issued. We do not always send out a notification once we have received your returned parcel, we’re sorry for any inconvenience this causes.

My tracking shows you have received my return, why haven't I received a refund yet?

When we receive your return, it goes into a queue awaiting processing. We aim to process all returns within 14 working days but may take up to 21 days in busier periods. Should you have any concerns about the status of your return after the specified time frame please get in touch with us.

Can I receive my refund by a different payment method than I originally used to pay? 

The refund process is automatic, therefore, we are unable to change the payment method and you will be refunded via the same method you used to pay. 

How will I be refunded if I use a gift card?

Any item returned from an order which was purchased using a gift card will be refunded back to the gift card. Please note, if the order is split-tender, we will refund your gift card first, then the remaining amount via the other method of payment.

PLEASE NOTE: Beauty items, Underwear, Bodysuits, Swimwear, and Earrings cannot be returned due to hygiene reasons. If you do return one of these items the cost of having this item sent back will be deducted from the rest of your return. If you don't return any other items in your order we will invoice you the postage, if this is not paid your item will not be refunded and we will destroy your item. 

 

PRODUCTS

I want to purchase an item that is out of stock, when will this be restocked?

If you would like to purchase something that is out of stock, please select the email/text when available button on the product page. You will then receive an email or text as soon as the item is restocked! Please note that restocks are determined by multiple reasons such as how popular an item has been or whether we can receive more stock from the supplier so not every item will be restocked. We recommend following us on social media or checking our new in or back in stock page on our website to see if anything has come back in or if we have stocked anything similar.

How do your clothes fit?

Each garment may have a different fit, so we add the sizing information within the product description on the product page. If you require any measurements please contact our Customer Care team.

Do you ever offer free products?

If we do, this will be promoted on our website or social media! However, if due to a technical error, an item sale price is incorrectly listed as £0.00 or otherwise on our website, and a customer order is placed, DLSB is under no obligation to honour the order, under the Sale of Goods Act. DLSB reserves the right to pursue these incorrectly placed orders and take action as stated above, in accordance with the Sale of Goods Act.

 

PROMOTIONS

What discounts do you offer?

FREE Standard delivery for a whole year for Blue Light card holders - simply send our customer care team a photograph of your ID and we can get your account updated! Please note this will need to be renewed every year.

10% discount on your first order when you sign up to our mailing list - this is a single-use personalised code and is for personal use only. The code can not be used in conjunction with other promotions, sales or discounts. DLSB has the right to refuse any sale for any reason and at any time. You can sign up for our newsletter at the bottom of any page on our website.

Why haven't I received my sign-up email with my 10% off code?

Please allow up to an hour for this to show in your emails as the email doesn’t always go over straight away. We would also advise checking your spam/junk mail as our emails can sometimes appear there. If you have issues with this contact our customer care team with your name and email address so we can look into this for you!

Why isn't my discount code working?

Please ensure you are entering the discount code exactly as shown as discount codes are case sensitive and also ensure that you have met the requirements of the promotion. Your 10% off code may not work if you have placed an order with us before and you have not realised as it was a while back. If you need additional support please get in touch with our Customer Care team.

 

PRE-ORDER

Introducing Pre-Order at DLSB.co.uk!

You can now get first dibs on some of your favourite styles by pre-ordering them! If the item you are wanting to purchase is available to 'pre-order' please make the following steps…

  • Simply select the product colour and size (if these options are available) and add it to your cart as if you were placing a normal order.
  • Follow the check-out process as normal and pay for the item(s) in your cart.
  • Like a normal order, you will receive a confirmation email containing all the products you have purchased.
  • Once the pre-ordered item is available, we will dispatch your full order and you will receive a despatch email.

PLEASE NOTE: If your order contains a mix of pre-order(s) and in-stock items, we will dispatch the whole order when the pre-ordered items become available. Once pre-order items are restocked, your order will be then shipped with your chosen shipping method.

We would advise making separate orders if you do not want to wait for your available items to be dispatched with the pre-order item(s), as pre-order item(s) can take up to 3-5 weeks to be dispatched. We aim to update our customers as quickly as possible if there are any further delays. For more information on pre-order time frames contact our customer care team who’ll be able to assist you!

Gift cards cannot be accepted as payment for pre-order items.

*Not all items that are out of stock will be available for pre-order.

 

CUSTOMER SUPPORT

What are your opening hours?

Our office hours are Monday through Friday, 8am to 4pm. We are closed at weekends and all UK public bank holidays. However, you can place an order anytime.

How do I get in touch with customer service?

Please be sure to include your six-digit order number when contacting us! This can be found in your order confirmation email. 

You can contact us via:

  • Email - sales@dlsb.co.uk
  • Facebook - DLSB
  • Instagram - @dlsb.co.uk
  • Contact Us page
  • Live chat

Why haven't I received a reply to a message I have sent?

We aim to reply to all queries within 48 hours, however, this may be longer during busy periods. Please also note our office opening hours are Monday to Friday, 8am to 4pm.

Why can't I place an order?

We are sorry to hear you are having difficulties trying to place an order! If you are having trouble using our website, please try to refresh the page or exit and reload the website or try via our app. If you are having issues with payment, please ensure that you are entering your correct details and that your billing address matches the payment details. If you have further trouble, please get in touch and we will do our best to assist.

How do I use my store credit?

You will be issued a gift card to the registered email address. To redeem this, simply enter the gift card number on your email in the ‘gift card/voucher’ option of the payment method section when you are checking out. Please note all gift cards are subject to a one-year expiry period.

 

OTHER

Do you have a blog?

Yes! Stay up to date with the latest here!

Do you have a shop?

We currently operate solely online, but never say never...

Do you have any social media accounts?

Of course!

Do you have an app?

Yes! You can find this on the Apple app store or Google Play.

Download on the AppStore 
Get On Google Play