faqs - Aftershock London

FAQ's

REGISTERING ONLINE

Why do i need to register?

You only need to register on the Aftershock London website if you are making a purchase. You may access your account by using your e-mail address and a password that you have created. Only you will have access to this information. If you are signed up to our e-mail newsletter this does not mean you are registered.

How do I register?

Please click on ‘Login’ which is located on the right of the website header when you’re browsing in desktop mode. On the next page you will be provided with a ‘Sign up’ link which is located to the right of ‘New Customer?’ that will take you through the registration process. If you have never purchased from us before on the website you must register with us to place an order.

What If I forget my password?

Please click on ‘Login’ which is located on the right of website header when you’re browsing in desktop mode. On the next page you will be provided with a ‘Forgot your password’ link. Please select this option. You will then need to follow the on-screen instructions to reset your password.

How do I make changes to my account profile?

Log in to your account via ‘Login’ which is located on the right of the website header when you’re browsing in desktop mode and enter your email and password to login to your account. Once logged in click on ‘View Addresses’ which is positioned to the bottom left of the page. You can make the necessary changes to your account by selecting ‘Edit’ ( you can update your e-mail address, password, billing address, delivery address etc.). Once the information has been updated please select ‘Update Address.’ The changes you have made will now be saved to your profile.

SHOPPING ONLINE

How do I shop online?

Once you have found what you’re looking for, select your size and click ‘Add To Bag.’ If the size is available the item will be added to your shopping cart. The shopping cart is located in the top right of the website header when you’re browsing in desktop mode. You can click on the shopping cart and view the item(s) in your shopping cart. Once you are viewing the contents of your shopping cart, you may adjust quantities in your cart by changing the ‘+/-‘ tab below the price of the item. You can select ‘Continue Shopping’ so you can browse the website for longer and add more items to your cart or you can click ‘Checkout’ which will allow you to securely checkout and complete your contact, shipping and payment information. You may also want to consider saving items to your wishlist for a future purchase by clicking ‘Add to wishlist’ located under ‘Add to bag’ on the product list and product page. Items that you move to your wishlist can later be purchased. Please note, items added to your wishlist do not ensure stock availability and maybe sold out if you decide to purchase the item(s) later. You must login to ensure the items on your wish list are saved to your profile. You can login anytime by clicking on ‘Login’ which is located on the right of the website header when you’re browsing in desktop mode and enter your email and password to login to your account. You may see the items saved in your wishlist at anytime once logged in and clicking on ‘Wishlist’ which is located on the right of the website header when you’re browsing in desktop mode.

I've seen an item i want, but it's out of stock! what can I do?

Although we make every effort to keep sufficient stock of items listed on the website, occasionally we do sell out of certain products. You can contact us using our contact us form on the homepage or contact us link in the footer of the website with the product name and size you are looking for. You will be notified by email when the item is back in stock.

Which credit cards do you accept!

Aftershock London accepts all major credit and debit cards.

How can I track my order!

You will receive an order confirmation via e-mail once your order has been successfully received. In addition, a shipping confirmation e-mail will be sent once the item(s) you ordered are dispatched. It may take a couple of days for you to receive this e-mail. This confirmation will include the tracking number for your package.

If you do not receive the tracking number please do not worry. You can use the contact us form on the homepage of the website or contact us link in the footer of the website to let us know and we will email the tracking number across to you.

Please be advised that once an order has been placed we are unable to make any modifications to the order including cancellations.

Can I change my order!

Please be advised that once an order has been placed we are unable to make any modifications to the order including cancellations.

What is an Aftershock London 'Limited Edition' or 'Boutique' pieces?

Aftershock London ‘Limited Edition’ or ‘Boutique’ pieces are selected styles that are exclusive or only available in limited quantities at aftershockplc.com. If a style is a ‘Limited Edition’ or ‘Boutique’ piece this will be mentioned on the product page. Aftershock London ‘Limited Edition’ or ‘Boutique’ pieces can include but are not limited to an entire style, a colour within a style, or a combination of colours sold together. Some ‘Limited Edition’ styles or ‘Boutique’ accessories may only run for a certain period of time – a chance to get the item first exclusively on the Aftershock London website before they hit our stores!

SHIPPING & HANDLING

Shipping & Handling Guidelines

Aftershock London is now offering Free UK Delivery + Free UK Returns on all orders over £100 in value. Orders placed Monday-Friday before 1 PM GMT will begin processing that day and will ship within 2 business days pending availability and credit verification. All orders placed after 1 PM GMT will begin processing the next business day and will ship within 2 business days pending availability and credit verification. Orders placed on Friday after 1 PM GMT will begin processing on the following Monday. This excludes any orders placed on weekends and national holidays. Aftershock London will contact you with a follow-up e-mail if the merchandise you have selected is not currently in stock or if we need additional identification provided for credit verification. We use UPS Standard Delivery for UK orders and UPS International Delivery for all other European and Rest of world destinations. We do not offer same day, Saturday or Sunday delivery.

International shipping costs, methods and disclosure!

Aftershock London has a fixed charge for international shipping. Ireland & Europe shipping is charged at a standard/flat rate of £15 and Rest of the world shipping is charged at a standard/flat rate of £30. Further information can be found on the Delivery Information page. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. You will be responsible for paying additional charges for customs clearance; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; please contact your local customs office for further information. Additionally, when ordering from Aftershock London, you are the importer and must comply with all laws and regulations of the destination country. You authorize us to designate a carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise and advance (on your behalf) any duties and taxes owed by you. Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international customers to be aware that cross-border shipments are subject to opening and inspection by customs authorities. Also, we may provide certain order, shipment, and product information, such as price, product description and weight to our international carriers, and this information may be communicated by the carriers to customs authorities to facilitate customs clearance and comply with local laws.

Refused Shipment!

If you decide to refuse any shipments from Aftershock London, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments), and the cost of returning the package to Aftershock London. This amount will be deducted rom your product refund.

Do you ship where I live!

Aftershock London is an international brand and we intend to deliver our beautiful ladieswear clothing and accessories collections to every corner of the world. For a list of the countries we ship to please see the details on the Delivery Information page.

Please be advised that once an order has been placed we are unable to make any modifications to the order including cancellations.

Shipping Restrictions!

GIFT WRAPPING

What gift wrap/girft box services do you offer!

Aftershock London will gift box your order providing you specifically request this option at the time of purchase by emailing us. The recipient will receive an order slip and can contact us if they require to return or exchange the item.

RETURNS & REFUNDS

What is your return policy!

Please refer to our Returns Policy page.

How do I make a return or exchange!

Please refer to our Returns Policy page. Once you receive your return/exchange form please securely pack and seal the product you want to return/exchange in a mailing bag or box. Please send the package back to the address provided on the return/exchange form. (This will provide you with recourse on your package, as we cannot accept responsibility for packages that we do not ship ourselves). Please note we strictly do not accept in-store returns if the purchase is made online.

When will my credit card be refunded!

Once your package has been received back to the warehouse then your return/exhchange will be processed. If you have requested a refund then this will automatically be processed in the original form of payment within seven to ten working days. You will be notified via e-mail to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from the warehouse.