FAQs

Please email info@riseandfall.co as soon as possible with your order number and what you’d like to change.

Orders move quickly through our warehouse, so we can’t guarantee changes or cancellations, but we’ll do our best to help.

Please email info@riseandfall.co as soon as possible with your order number and the correct delivery address.

Orders move quickly through our warehouse, so we can’t guarantee an address change, but we’ll do our best to help.

We can’t change your payment method or billing address once your order has been placed.

If you need help with your order details, email info@riseandfall.co with your order number. Please don’t include your full card details.

Once your order is on its way, we’ll email you a tracking link so you can follow its progress.

If you haven’t received your dispatch email, please check your junk or spam folder. Your order may still be being prepared. If you’ve ordered a pre-order item, you’ll find the expected dispatch date in your order confirmation email.

If your delivery timeframe has passed and your order hasn’t arrived, email info@riseandfall.co with your order number. We’ll be happy to help.

Your delivery timeframe starts when you place your order and includes the time we need to prepare it, as well as delivery by the courier.

For Express orders, please allow an extra working day if you order after 2pm UK time. Orders placed over a weekend or bank holiday start processing the next working day.

If you’ve ordered a pre-order item, please check the expected dispatch date in your order confirmation email.

If your order hasn’t arrived within the delivery timeframe in your order confirmation email, contact info@riseandfall.co with your order number. We’ll look into it for you.

If tracking shows your parcel as delivered but you haven’t received it, or shows a delivery problem, please contact us straight away.

This means the courier has received your parcel’s details but hasn’t yet scanned it into their network. Tracking can take a little time to update.

If your order hasn’t arrived within the delivery timeframe in your order confirmation email, email info@riseandfall.co with your order number. We’ll look into it for you.

Check your parcel’s progress using the tracking link in your dispatch email.

If your order hasn’t arrived within the delivery timeframe in your order confirmation email, email info@riseandfall.co with your order number and tracking number. We’ll look into it for you.

If tracking shows a problem with your delivery, please contact us straight away.

Please check the delivery photo, if available, and any safe place you’ve nominated. It’s also worth checking with neighbours or reception, where applicable.

If you still can’t find your parcel, email info@riseandfall.co with your order number and tracking number. We’ll look into it with the courier for you. You don’t need to wait until your delivery timeframe has passed to contact us.

Your order may arrive in more than one parcel, particularly if it includes a pre-order item or an item with separate delivery arrangements. Each dispatch email will show which items are on their way.

If an item listed in your dispatch email is missing from the parcel, email info@riseandfall.co with your order number and details of the missing item. We’ll look into it for you.

You’ll see the available delivery services at checkout. Once your order is on its way, your dispatch email will confirm the courier and include a tracking link so you can follow its progress.

Please check the number of working days shown for your chosen delivery service at checkout. If you’re buying a pre-order item, check the expected dispatch date on the product page too.

We can’t guarantee delivery for a particular date. If you need your order for a special occasion, email info@riseandfall.co before ordering and we’ll help you check the available delivery options.

Pre-ordering lets you buy an item before it’s available to dispatch. You’ll find the expected dispatch date on the product page and in your order confirmation email.

This is the date we expect to send your item. Please allow the number of working days for your chosen delivery service after dispatch for it to reach you.

We’ll let you know if the expected dispatch date changes and email you a tracking link once your item is on its way.

If a restock notification is available on the product page, select your size and colour and sign up. We’ll email you when that item is back in stock.

Signing up doesn’t reserve the item. If you’d like to check an expected restock date, email info@riseandfall.co. We’ll share a date if one has been confirmed.

Please check the offer’s terms, including its expiry date, eligible products and any minimum spend. Enter the code exactly as shown and check that the discount appears before completing your order.

Discount codes can’t be combined unless the offer states otherwise.

If your code still isn’t working, email info@riseandfall.co with the code and a screenshot of the message you’re seeing. We’ll be happy to help.

Please email info@riseandfall.co with your order number and the discount code or offer details.

We’ll check whether your order qualifies and let you know what’s possible. We can’t guarantee a discount can be applied after you’ve placed your order, but we’ll do our best to help.

Follow the instructions in the offer and check that your complimentary gift appears in your basket before completing your order. You may need to use a specific link or code, or select a particular product, size or colour.

If your order meets the offer’s terms but the gift isn’t appearing, email info@riseandfall.co with the offer details. We’ll be happy to help.

Please check your order confirmation email to see whether the gift is listed, and any dispatch emails to check whether it’s arriving separately.

If your gift is listed but hasn’t arrived, email info@riseandfall.co with your order number. If it isn’t listed, please include the offer details so we can check whether your order qualifies.

When you check your return on Royal Mail’s tracking page, it may show as “delivered” before your parcel has reached us. This can mean it has arrived at Royal Mail’s returns centre. From there, it still needs to reach us so we can check your items and process your refund.

Please allow up to 10 working days from the date shown as “delivered” for us to process your refund. This includes the time it takes for your parcel to reach us.

We’ll email you when your refund is processed. Your bank or payment provider may then take 2–3 working days to show the money in your account.

Your confirmation email means we’ve processed your refund to your original payment method. Your bank or payment provider may take 2–3 working days to show the money in your account.

If it hasn’t appeared after that time, email info@riseandfall.co with your order number and refund confirmation, and we’ll help.

Check your parcel’s progress using the tracking number on your proof of postage. If the expected delivery date has passed, or tracking shows a problem, email info@riseandfall.co with your order number and proof of postage. We’ll help trace your return.

You don’t need to wait for tracking to show “delivered” before contacting us about a missing return.

If your returns form is missing, include a note inside your parcel with your name, order number, the items and quantities you’re returning, and your reason for return.

If your prepaid UK returns label is missing, email info@riseandfall.co and we’ll help.

For all international returns, including the Isle of Man and Channel Islands, please email us before posting so we can provide the correct instructions and a label where applicable.

Email info@riseandfall.co with your order number, the items and quantities you returned, and your tracking number or proof of postage. This will help us identify your parcel and process your refund.

Please check your dispatch emails to see whether your items are arriving separately. If you’ve ordered a pre-order item, you’ll find its expected dispatch date in your order confirmation email.

If an item listed in your dispatch email is missing from the parcel, email info@riseandfall.co with your order number and details of the missing item. If possible, include a photo of the packing slip and the items you received. We’ll look into it for you.

Please email info@riseandfall.co with your order number and details of what’s wrong. If possible, include photos of the item and any damage, along with its packaging and product label.

Please keep the item and packaging, and contact us before arranging a return. We’ll look into it and help put things right.

Please email info@riseandfall.co with your order number or proof of purchase, a description of the issue and photos where possible.

We’ll look into it and explain the next steps. You can still contact us about a fault after the usual returns window has ended.

Email info@riseandfall.co with your order number and any relevant tracking details or photos so we can help.

If you’ve already contacted us about the same issue, please reply to your existing email thread to keep everything together.

We don’t currently take orders by phone. Please place your order through our website.

For trade enquiries, email info@riseandfall.co with the products, sizes, colours and quantities you’re interested in. We’ll review your enquiry and get back to you.