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FAQs & Help

Delivery  |  Placing an Order  |  Returns  |  Products  |  My Account


When will I receive my order?

We will aim to dispatch all orders within 2 working days of them being received. Please note, that there can be delays with the dispatch of your order during busy sales periods. No orders are dispatched on a Saturday or Sunday. You will receive a dispatch confirmation by email when your parcel leaves our warehouse.

UK STANDARD DELIVERY (3-5 working days)

  • £3.95 for orders under £40
  • FREE for orders over £40


  • £6.50 for which cost we aim to deliver your parcel in accordance with the following schedule:
  • Orders placed Mon-Thu before 2pm will be delivered the next day.
  • Orders placed after 2pm on Thursday will be delivered on the Monday following
  • Orders placed after 2pm on Friday will be delivered on the Tuesday following


  • International Express is £20.00 delivering within 5 working days.
  • EU standard is £10 delivering in 5 - 7 working days
  • ROW standard is £12.50 delivering in 7 - 10 working days

How do I track my order?

You will find a note of your tracking order on your email invoice. This number can be used to track the progress of your package with Royal Mail. Simply visit: and enter your tracking number. Alternatively please log in into our web chat or call our Customers Service Department on 0345 130 3232 for help tracking your order. 

I haven't received my order, what should I do?

If you have not received your order within the advised timescale from our Terms & Conditions, please contact our Customer Service department on 0345 130 3232 or by email and we will be able to look into this further for you

What shipping company do you use?

We use Royal Mail for all UK Orders. We use Fedex for Express International Orders

  • Royal Mail Standard Delivery is Track & Trace only, no signature is required for this service. If there is no one available at the delivery address the parcel can either be left with a neighbour or in a safe location at the Customers property. A card will be left by Royal Mail to advise of the whereabouts.
  • Royal Mail Next Day Delivery requires a signature for this service. If there is no one available at the delivery address, the parcel will be taken to the local Delivery Office where the Customer can then arrange redelivery or collect.
  • Fedex do require a contact number and email address for the Customer in case there is any problems at Customs or accessing the delivery address. Failure to provide these delays may result in delays or failure to deliver your order. 

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Placing an Order

Can I amend my order once complete?

Orders can only be amended before dispatch and invoicing. We can only amend sizing of your order, not products as there may a difference in the pricing. All payment are taken when the order is placed

How do I cancel my order?

You can cancel your order by calling our Customer Service team on 0345 130 3232 between 9am to 5pm Monday and 9am to 1pm Tuesday to Friday. You can also email us at

Your order can be cancelled any time up until it has been dispatched.

I have received my order and there is items missing or incorrect, what do I do?

Please call one of our customer service team on 0345 130 3232 between 9am to 5pm Monday and 9am to 1pm Tuesday to Friday. You can also email us at

Our Team will look into your query and sort this as soon as possible.

I am having trouble placing an order?

If you are experiencing difficulty placing an order through our Website, please contact our Customer Service team on 0345 130 3232 during the opening times and we will look into this further for you. You can also email us at

How do I use a Credit Note for my order?

When placing your order online, please log into your account and place your order as normal. Your Credit Balance will appear when you reach the Checkout stage of your order. This amount will be deducted from the total of your new order.

How do I purchase and use a E-Gift Card?

Our Gift Vouchers are sent via E-mail to the recipient on the date you specify to the email address given. To use your gift voucher click on the link to set up an account on our website and enter your unique code to redeem your voucher, the credit will then be added to your 'E-wallet' on your account. You may purchase more than one gift voucher at the same time. Please note, these are E-vouchers only and we advise you not to print them out to be given as a gift card. This voucher can ONLY be used to purchase items online and cannot be used in store

Further information can be found on our Gift Voucher page.

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How do I return my order?
If you wish to return your order, please complete the returns form which is at the bottom of the invoice you have received with your order. Simply fill this part in and return to us with your order stating which return method you wish to use. Once your return is received we will process and send you an email confirmation of completion.

Please note, all returns are payable by the Customer

How much time do I have to return my order?

All orders must be returned to Ultimo within 14 days of your receiving the order for a refund to be issued. Anything returned out with this time may result in a credit note being issued

How & when will I receive my refund/exchange/credit note?

All refunds, exchanges and credits will be processed within 28 days of receipt as per our Terms & Conditions. Although we do aim to process the returns as soon as possible there can be delays during busy sales periods.

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What size should I order?

If you are having trouble selecting a size for your order please refer to our sizing guide which will advise on how to your measurements can be taken from home. If you are still unsure, please contact our Customer Service team on 0345 130 3232 during the opening times and we will help the best we can.

I can’t find my size?

If you cannot find the size you are looking for this may out of stock. In this case, please select the size from the drop down bar and select the stock notification bar. You will be asked to enter your email address to which you will receive an email notification once this item is back in stock. Alternatively you can contact our Customer Service team on 0345 130 3232 for further information. Please note, some fashion ranges may discontinue once stock is sold out.

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My Account

I cannot log into my account?

Please make sure you are entering your log in details using the correct case first (lower/upper). If you have done this and are still having problems, you can re-set your password using the forgotten your password link. Any further information can be obtained via our Customer Service Team

I have forgotten my password, what do I do?

If you've forgotten your password, simply click on the forgotten password link on the sign-in page. A new password will be sent to the registered address.

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