FAQs

Frequently Asked Questions

If you cannot find the answer to your question on this page, please contact our Customer Care Team at [email protected].

Orders

I have placed my order, now what?

After you submit your order, you will receive a message showing your personal Order ID number. We will then send you a confirmation email with your order and tracking information. Please allow up to 30 minutes for this email to arrive. Make sure to add iKrush to your safe list and check your junk folder.

How long until I receive my order?

Please check our delivery information page for timescales for your chosen delivery method.

Can I make changes to my order once placed?

Yes, you can make changes as long as the order has not already been dispatched. Please contact us as soon as possible.

Can I track my order?

Yes. When you place your order, we will include all tracking information in your order confirmation email. You can also view all tracking information from your account.

Can I cancel my order?

Please contact us to cancel as soon as possible. Once an order has been dispatched, you will need to wait until you receive the parcel and then return it to us for a refund.

I have received an incorrect or faulty item?

We are sorry if you have received a faulty or incorrect item. Please return the item following our Returns Policy and we can either exchange for the correct item or cancel your order. You will not be charged for repeat postage costs.

Payment

How can I pay for my order?

We accept Visa, Visa Debit, Mastercard and Maestro, as well as PayPal, Shop Pay, Apple Pay and Google Pay. You can also spread the cost with Klarna or Clearpay.

When will I be charged?

When you submit your order, we will immediately contact your bank or card issuer for authorisation to take payment. Orders cannot be sent out until your payment has cleared.

Returns

How long do I have to return items?

You have up to 14 days from the delivery date to return unsuitable items. Please return everything in the original packaging. Items must be unworn, unwashed with tags attached. Some items (such as underwear, swimwear and certain jewellery) may not be returnable for hygiene reasons.

How much does it cost to return an item?

UK customers are provided with a pre-paid returns label. If our pre-paid label is used, we will deduct £3 from your refund. Returns for orders placed through Debenhams, Boohoo or Roman are free, with nothing deducted. We are unable to offer a free returns service to overseas customers, so international returns are at your own cost.

How long does it take to process a return?

We aim to process refunds as quickly as possible, but it can sometimes take up to 21 days for the refund to reach your account.

Deliveries

Where do you deliver to?

We deliver to the UK and to over 200 countries worldwide, including the Republic of Ireland, Germany, France, Spain, the rest of Europe, the USA, Canada and Australia. Orders outside the UK may be subject to import duty or VAT on arrival, which is payable by you. Please see our Delivery Information page for full details.

How much does delivery cost?

UK delivery options: Standard - £3.99, but FREE when your order has 2 or more items, or is £40 or over (2-3 working days). Next Day - £4.99 when you order before 3pm, Monday to Saturday, and is never free. International delivery is priced by destination and parcel weight and is shown at checkout. Please see our Delivery Information page for full details.

What if no one is in when my delivery arrives?

The delivery company may leave the parcel with a neighbour or in a safe, secure location. A card will be left advising you of the delivery attempt and providing details on how to collect or reschedule.

My parcel has not arrived - where is it?

Please contact us and we will investigate and, if necessary, action a claim with the carrier on your behalf. Please note it can take up to 21 days to process a claim with the carrier.

General

Is it safe to order online?

Security is very important to us at iKrush. Our site uses encryption software to ensure your information is always secure. All transaction information is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted.

How can I contact you?

Please visit our Contact Us page for details. We aim to respond to queries within 48 hours (Monday to Friday). You can also find us on Facebook, Twitter, Pinterest and Instagram.