Frequently Asked Questions

We hope you find the information below helpful in answering any queries you may have, if not then please feel free to e-mail us at customerservice@layer-up.co.uk with your question.

• How do I order?
Please add the products you wish to buy to your shopping cart. Once you have chosen all the items you wish to order then click on shopping cart and follow the links to complete the purchase using Paypal.  Your order will not be processed until payment has been made and confirmed to you. You will need your credit or debit card including full billing address.  (Please note that if you choose to ship to a differenet address we will send a copy of the invoice to the cardholder's billing address).  Once you have submitted your details to Paypal please click the link "return to merchant" in order to fully complete the purchase.  By returning to the site you will be provided with a log-in so you can track the status of your order.  Shopping online is easy and secure. If you would prefer to pay by cheque or postal order then we are happy to accept these too. Please e-mail us at the above address with details of your order including size, colour and quantity required. Please do not send payment until we have confirmed your order with you.  We can also process credit or debit card transactions over the telephone.  If you would prefer this method then please e-mail us with the items you require, a contact telephone number and let us know when it is most convenient to contact you.  We will endeavour to call you within your preferred time slot.  At that point we will need card details including card number, security code and billing address.

• How much is postage?
Standard delivery will cost £1.95. We aim to deliver between 3 to 5 working days after your order has been processed although we cannot guarantee this nor can we agree to a delivery time. If you require your order quickly then please use the “fast” delivery option. This option costs £2.95 and will mean that you should receive your order between 1 and 3 working days after it has been processed; or the "express" delivery option which is a 1 to 2 day service after your order has been processed and costs £5.95.  If you are ordering from outside of the UK additional charges will apply. For Europe please allow up to 7 working days and the cost will be £4.95. For the rest of the world please allow 10 working days and the cost will be £9.95.
If you do not need to pay VAT we will remove this from your sale price and calculate your new total.  We will refund any balance due to you.  You are responsible for any import duties that may apply and these are likely to be collected by the courier at the point of delivery. We have no control over these charges and you should check with your local customs office if you are unsure.
For orders in the UK we use Royal Mail to deliver. The benefit of this service is that if you are not in to receive the order they will leave a card allowing you either to collect from your local sorting office or to rearrange delivery at a later date when you will be in.

• What is your returns policy?
We recognise that buying clothes on-line can be difficult and we would like to reassure you that we are happy to arrange a refund or exchange if you are unhappy with the items you receive. We ask that you e-mail us first at customerservice@layer-up.co.uk to confirm that you wish to return some or all of the items you have ordered. We will then send you a return confirmation code. We are happy to refund or exchange any item up to 14 days after you have received it. The quicker you let us know the better especially if you wish to exchange the item so that we can put the new item on hold for you. Once you have received your confirmation code you should return the item(s) to us. Once your return is received we will either process your refund back in the form you originally paid or send you your replacement item. Please note we will only refund postage when the item you are returning is faulty or if we have mistakenly sent you the wrong item. The items you return must be sent back in the original condition including all packaging and documentation. For your own protection we suggest that you use a service where your return can be tracked in the post and is guaranteed for the value of the goods. None of this affects your statutory rights. Please also see our “Terms and Conditions” prior to placing an order.

• How can I contact you?
The best way for you to contact us is to e-mail us at customerservice@layer-up.co.uk this will allow us to track your query and respond in a timely fashion. Alternatively you can write to us at Layer-up Limited, 1 Grove Terrace, Edinburgh, EH3 8BA.

• What if I need more information about a product before I buy?
Then please e-mail us at the address above. We’ll try to answer all your queries as best we can. Please also see our refund policy above which may help you decide whether to buy or not.

• Is it safe to order online?
As you can see from our “Privacy Policy” we take security seriously. We believe that Paypal offers a safe and easy way to order online. They use industry standard as well as new innovative technology to encrypt all data before it is sent. If you have any concerns regarding security then please contact us. Please remember that your account log-in details should be stored safely by you and not shared with anyone.  When purchasing you will have the opportunity to provide us with a different shipping address from the billing address - please note that from time to time we may choose to ship only to the cardholders address.  If so we will notify you by e-mail in advance.  When we do ship to a different address we will also send a copy of the invoice to the cardholder's address.

• Can I track my order?
Yes, you can log into your account at any stage to see the status of your order - click on the "order status" link on the right hand side. We will keep you up to date via e-mail as to any changes in status of your order so you should also check your e-mail account for information. You will also be able to amend, cancel, add to your order up to the point where we have confirmed that your order has been processed and dispatched. If you wish to make any changes after this point then please contact us directly and we will see what we can do.

• My order is a gift for someone, how can I add a message to it?
We are happy to add a message free of charge for the person you are sending to. Please contact us straight away after placing your order with what you would like the message to say. We are also happy to gift wrap the item(s) for you for a small fee. Click on the gift wrap link to add to your shopping basket.  If you would like more information on this service then please contact us.

• How can I keep up to date with new stock you receive?
Please sign up for our free newsletter. We promise not to share your e-mail address with anyone else. If at a later stage you no longer wish to receive the newsletter then we will remove you from our mailing list. Our newsletter will let you know when we have new stock, when we are running any special offers or promotions and we’ll also include some fashion tips for the season.