Everything customers ask us most. If your question is not here, email info@debbieandcurtis.com and a real person will answer within 24 working hours.
Orders
How do I know my order went through?
You get a confirmation email within a few minutes of checking out, with an itemised receipt and your order number. If it has not turned up, check your spam folder first, then write to us with the address you used at checkout and we will find it.
Can I change my order after placing it?
Yes, provided it has not been dispatched yet. Email us straight away with your order number and the change you need. Our dispatch system is automated and orders move to packing quickly, so the earlier you tell us the better.
Can I cancel my order?
Yes, free of charge at any point before dispatch. Send your order number to info@debbieandcurtis.com with the subject line CANCEL ORDER. If it has already left us, you can refuse the delivery or send it back under our 30-day returns policy.
I entered the wrong delivery address. What now?
Send us an email at once with your order number and the correct address. We can change it before dispatch. After that the parcel is with the carrier and we cannot redirect it, though if it comes back to us we will arrange a redelivery or refund.
Can I order by phone?
Orders go through the website only, which keeps your card details secure. We will gladly help you over the phone if you are stuck at any stage of checkout.
Delivery
How much does delivery cost?
Nothing. Standard tracked delivery is free on every order, with no minimum spend.
How long will my order take?
We pick and pack orders within 1 to 3 business days, and they then take 6 to 11 working days in transit. That makes 7 to 14 business days in total.
Where do you deliver?
England, Scotland, Wales and Northern Ireland. Home addresses, business addresses and BFPO addresses are all fine. We cannot deliver to PO boxes, and for now we do not ship outside the United Kingdom.
Who delivers my parcel?
Royal Mail and Evri, depending on size and destination. Your tracking email shows which one is carrying it.
How do I track my order?
You get a tracking link via email as soon as your parcel is scanned into the carrier network. You can also use our Track Your Order page with your order number and email address.
My tracking has not updated. Is something wrong?
Tracking often takes 24 to 48 hours to show its first movement after you receive the number. That gap is normal. If nothing has moved after 7 working days, email us and we will open a trace with the carrier.
My order arrived in two parcels. Why?
An order with several items occasionally ships separately and arrives on different days, each parcel with its own tracking number. There is never an extra charge. If one turns up and the other has not arrived within a few days, tell us and we will chase it.
Tracking says delivered but nothing is here.
Check with neighbours and around your property, since carriers sometimes leave parcels out of sight or in a nominated safe place. If it still has not appeared after 48 hours, get in touch with us and we will investigate with the carrier and put it right.
Nobody was in when the carrier came.
The carrier will normally leave it with a neighbour, in a safe place or at a local collection point, and post a card or send you a text. Depots hold parcels for around 14 to 18 days before returning them to us.
Do I pay customs or import charges?
No. We deliver domestically, so there are no duties, customs fees or anything to pay on the doorstep.
Returns and Refunds
What is your returns policy?
You have 30 days from the date your order is delivered. If something is not right, send it back for a refund, replacement or exchange. Refunds always go to your original payment method. Our Return and Refund Policy has the full detail.
How do I start a return?
Email info@debbieandcurtis.com with your order number, the items you are returning and the reason. Within 24 working hours we reply with a return authorisation number and the returns address. Please wait for these before posting anything back.
Who pays for return postage?
You pay if you have changed your mind or want a different size. We pay if the item is faulty, damaged or not what you ordered, and in those cases we send you a prepaid label.
Is there a restocking fee?
No, never.
Can I try something on before returning it?
Yes. Trying an item on to check the fit is exactly what the return window is for, the same as you would in a shop. What we cannot accept is an item that has clearly been worn out, washed, altered or damaged after delivery.
How long does a refund take?
We inspect and process within 5 working days of your return arriving, and email you the moment it is issued. Your bank then takes a further 3 to 10 working days to post the funds. If it has been more than 14 working days since our confirmation, tell us and we will trace it.
Can I get a refund to a different card?
No. Payment providers only allow refunds along the original payment path, so the money has to return to the card or account you paid with.
Do you refund the delivery cost?
As delivery is free, there is normally nothing to refund. Where you cancel within the statutory 14 day period, or where the return is our fault, any delivery cost you paid is refunded in full.
What cannot be returned?
Items marked Final Sale, personalised or made-to-order items, and gift cards. These are still returnable if they arrive damaged or faulty.
My item arrived damaged or faulty.
Email us a photo along with your order number. We will send a free replacement or a full refund, whichever you prefer, and cover return postage. You are never required to accept a voucher or credit note instead of a refund.
Can I exchange for a different size?
Yes. Send us an email and we will arrange it. For a size or preference change you pay the return postage and we pay to send the replacement. Commonly the quickest route is to request a refund and place a new order, so your replacement ships immediately instead of waiting on the return.
What are my legal rights?
Under the Consumer Contracts Regulations 2013 you have 14 days from delivery to cancel for any reason, then 14 more days to send the goods back. Under the Consumer Rights Act 2015 goods must be as described, of satisfactory quality and fit for purpose, and you can reject a faulty item for a full refund within 30 days. Our 30-day policy runs alongside these and does not replace them.
Payment
What payment methods do you accept?
American Express, Apple Pay, Diners Club, Discover, Google Pay, Mastercard, PayPal, Shop Pay, Visa. We do not accept cheques, bank transfers, cash on delivery or cryptocurrency.
What currency are prices in?
Pounds sterling. The price shown is the price you pay, with nothing extra on delivery for domestic orders.
When am I charged?
When you place your order. Your confirmation email with an itemised receipt follows without delay.
What will show on my bank statement?
DEBBIEANDCURTIS. If you see a charge you do not recognise, write to us before contacting your bank. We can almost always identify the order and resolve it that same day, which is far faster than a bank dispute.
My payment was declined.
No money was taken and the order was not placed. The cause is typically insufficient funds, an expired card, a billing address that does not match your bank's records, a failed authentication step, or your bank's fraud filters. Check your details and try again, or pay another way. A pending authorisation may show on your account, and your bank releases it automatically within 3 to 5 working days.
Why did my bank ask me to confirm the payment?
Strong Customer Authentication is a UK legal requirement. Your bank may ask you to approve the payment in your banking app or with a one time passcode. It protects you against unauthorised use of your card.
Are my card details safe?
Yes. Checkout runs over an encrypted connection and card data goes directly to our PCI DSS Level 1 compliant payment providers. We never see or store your full card number.
Products and Sizing
How do I choose the right size?
Each product page lists measurements taken from the actual garment, not a generic chart. If you are between sizes, go for the larger size.
The colour looks different to the photos.
We shoot under studio lighting and colours render differently on each screen. If what arrives is not what you pictured, it is fully covered by the 30-day return window and you can send it back for a refund.
Will an item come back in stock?
Occasionally. Email us the product name and we will tell you whether it is due back and roughly when.
An item sold out after I ordered it.
We will get in touch and refund that item in full within 5 working days.
Discounts
Can I use more than one discount code?
No. Codes cannot be combined unless the promotion itself says otherwise.
My code is not working.
Check the expiry date and any minimum spend, and that it applies to the items in your basket. Should it still will not apply, email us the code and your basket contents and we will sort it.
I forgot to apply my code.
Email us the code and your order number within 24 hours of ordering. Where the code was valid when you ordered, we will refund the difference.
Privacy and Account
What do you do with my data?
We use it to process and deliver your order, handle returns and support, prevent fraud, and send marketing only if you have opted in. We do not sell your personal data. The full picture is in our Privacy Policy.
How do I unsubscribe from marketing?
Use the unsubscribe link at the bottom of any marketing email, or reply STOP to a text. Order confirmations and tracking emails carry on while you have an active order, since they contain your receipt.
How do I delete my data?
Send an email to info@debbieandcurtis.com with the subject line DATA REQUEST. We check your identity against our records and respond within one calendar month, free of charge.
Do I need an account to order?
No. You can check out as a guest. An account just saves your addresses and order history for next time.
Contact
How do I reach you?
Email info@debbieandcurtis.com. Monday to Friday, 9:00 am to 6:00 pm (UK time) | Saturday and Sunday: Closed. We reply within 24 working hours.
What should I include when I email?
Your order number, the email address you used at checkout, and an image if an item arrived damaged or incorrect. That usually gets you an answer in one reply rather than three.
I want to make a complaint.
Email us with the subject line COMPLAINT and we will respond within 5 working days. You can also seek free independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.
Who are you, formally?
Debbie and Curtis is a trading name of Lunbury LTD, company number 16936968, 128 City Road, London, EC1V 2NX, United Kingdom.
You can also reach us through our Contact Us page.