HELP & FAQS
Ordering & Sizing
I’m unsure which size to order
We always recommend checking the size charts carefully before ordering, as fits can vary by style. If you’re between sizes or unsure which to choose, get in touch with us before placing your order and we’ll happily offer guidance to help you get the best fit first time.
Delivery
How much is delivery?
Shipping is FREE on all orders. Please ensure you enter the correct address when ordering (including house number) and in English only. We cannot be held responsible for items not being delivered due to an incomplete address.
Which countries do you ship to?
We currently ship to the following countries: Australia, Austria, Belgium, Canada, China, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong SAR, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Malta, Netherlands, New Zealand, Poland, Portugal, Qatar, Russia, Saudi Arabia, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Türkiye, Ukraine, United Arab Emirates, United Kingdom, United States.
If your country is not listed here, unfortunately we are currently unable to ship to your location and we would advise using a forwarding service.
How long does delivery take?
| Region | Shipping time |
| UK | 7-14 business days |
| Europe | 7-14 business days |
| North America | 7-20 business days |
| Australia & NZ | 7-14 business days |
| Asia | 7-14 business days |
We aim to meet these delivery times, however during busy periods deliveries may take a little longer. Occasionally, major events may cause delays, but we always work to keep these to a minimum.
Before The High Street cannot be held liable for parcels lost or stolen due to specific delivery instructions left for the carrier. If an order is returned to us due to non-collection or an incomplete address, the buyer will be charged a shipping and handling fee for re-shipment.
Tracking & Orders
I haven’t received my order confirmation
If your order confirmation hasn’t arrived in your inbox, please check your junk folder. If you still can’t find it, please get in touch.
How do I track my order?
Please click the ‘view my order’ button in your order or shipping confirmation email. This will take you to your order page where you’ll find tracking information.
I’m using the Shop app but there’s no tracking information
Tracking will update once the item has reached the country of delivery. For full tracking details, please use the ‘view my order’ button in your order or shipping confirmation email.
I’ve only received part of my order
We work with manufacturers around the world, so items may arrive in separate deliveries.
Where do you ship from?
We ship directly from our manufacturers to keep costs low and pass those savings on to our customers. Most items are dispatched from China, while our customer service team is based in the UK.
I haven’t received my order
Please contact us via our contact page or email info@beforethehighstreet.com. You’ll receive a reply within 24 hours. Please do not open a PayPal dispute, as this can delay our ability to resolve the issue.
Tracking states ‘attempted delivery’ or ‘delivery failed’
Please check with your local Post Office before contacting us.
Tracking states ‘delivered’ but I haven’t received it
What this means: The parcel has been delivered with a recorded date, time and location. If you can’t locate it, please check:
- With others in your household
- Areas protected from weather
- Areas out of street view (such as under a mat or near a back entrance)
- Exterior doors or safe places
- With a neighbour
If the parcel still can’t be found, please contact us. We reserve the right to take action against false or inaccurate claims. For stolen parcel claims, a like-for-like replacement may be issued and a written statement may be required.
Returns & Refunds
What is your returns policy?
You may return your order within 14 days of receiving it for a refund, exchange, gift card or store credit.
Please let us know your preferred option when contacting us to arrange your return.
In most cases, customers are responsible for return postage. Occasionally, we may be able to provide a prepaid return label depending on the supplier. As this isn’t always available, free returns cannot be guaranteed.
Please do not return any items without contacting us first.
Returned items must:
- Be in original packaging
- Show no visible signs of wear or use
How do I return an item?
- Contact us via our contact page or email info@beforethehighstreet.com with your order number.
- Let us know which item(s) you’d like to return and why.
- We’ll confirm the return details and provide the return address.
- Send your item back using the address provided.
- If required, complete a CN22 customs form and tick ‘returned goods’.
- Keep your proof of postage.
How long do refunds take?
Refunds are processed within 3-5 working days of returned items being received and checked.
Once issued, refund times vary by payment method:
Card payments (Visa, Mastercard, Amex)
3-10 working days, depending on your bank.
Klarna
A few working days for Klarna to update your payment plan.
PayPal
Typically 1-5 working days.
If your return has been sent back but your refund hasn’t appeared yet, this doesn’t mean it’s been missed. Please allow the timeframes above.
Refund requests or payment disputes raised before these timeframes have passed may delay the refund process further.
Once a refund has been processed, we’re unable to speed this up as timelines are controlled by banks and payment providers.
Other
Do I need to pay customs import duties?
Your order may be subject to import taxes or customs duties depending on your country. These charges are the responsibility of the recipient and are outside of our control.
Faulty goods
If you receive a faulty item, please contact us within 14 days of discovering the fault. Items should not be used after a fault is found, as this may affect your eligibility for a refund or replacement.
Do you offer wholesale?
We don’t currently offer wholesale, however please contact us with any enquiries.
I have a question that isn’t answered here
Please get in touch via our contact page or email info@beforethehighstreet.com.