Frequently asked questions

If you can't find the answer to your question on this page, please contact our Customer Care Team at customercare@ikrush.com

Orders

So I’ve loaded my basket and clicked the button, now what?

The wonders of technology - after you’ve hit that Submit button to confirm your order it’ll wing its way to us and you’ll receive a message showing your personal Order ID number. Then we will send you a fast-as-the-speed-of-light (well almost!) email which confirms your order and tracking info. Just incase our lightning speed isn’t on full power give us up to 30mins.

If your email doesn’t arrive Contact Us – sometimes things just disappear into the big black hole that is the world wide web. Oh and make sure you add iKrush to your safe list and double check your junk folder just in case!

How long til I get my stuff?

We know it’s annoying having to wait but patience is a virtue and it’ll so be worth it when you get all your goodies! Just check out our delivery information page for a timescale for your chosen delivery.

Can I make changes to the order once it’s been placed?

It is a female prerogative to change her mind so yes, of course you can make changes – but only so long as the order’s not already dispatched! Get in touch ASAP otherwise we may have processed and it will be too late. We’re happy to make changes to your order, which you can do by contacting us as soon as possible.

Can I track my order?

Yep absolutely – When you place your order we will include all your tracking information you need in your order confirmation email. Can’t find your order confirmation email? Don’t panic, visit our Track My Order page or you can also view all tracking information from our members area, simply log into your account.

Can I cancel my order?

Not sure why you’d want to, but these things happen! Just submit an email or call us to cancel straight away as once its dispatched you will have to wait until you receive the parcel and then return it to us for a refund.

I’ve received an incorrect or faulty item?

We’re so sorry if you have received a faulty or incorrect item – it’s not normal practice but we are only human after all! Please return the item to us following the same procedure as in the Returns Policy and we can either exchange for the correct item or cancel your order and don’t worry about the repeat postage costs.

Do you have any real shops?

What do you mean – we are real!! Only kidding, we know what you mean. Yes we have actual real-life, three dimensional stores where you can browse and try on some of the latest styles. You can shop with us in store at one of our stores across Scotland but if there isn’t one near you or it’s after closing hours (we do like to go home now and then!) our fab website which has even more stock! If you’d like info on our store locations please contact our customer care team

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Payment Info

How can I pay for my order?

So we can keep bringing you all the latest and best products you do have to pay but there are lots of ways to do it! We accept the following payment cards: Visa, Visa Debit, MasterCard, Solo, Maestro and Electron. We also accept PayPal payments.

When will I be charged?

When you reach the final billing page and submit your order we will immediately contact your bank or card issuer for authorisation to take payment from your account. If there’s a query with the payment either your card issuer or Customer Services will contact you ASAP – please note orders can’t be sent out until your payment has cleared.

Why am I being asked for another password after entering my card details?

Okay we know you love to share everything from your relationship status to photos of those shoes you just have to have but banking info is obviously different! We like to make sure we have the best available security to ensure your all your details are safe. So this is the 3D Secure Payment option that some banks use as an added layer of security for credit and debit card purchases online. If you have any problems or forget any info please contact your bank in the first instance.

What is Verified by Visa and Mastercard Secure Code?

This is a nifty service that has been introduced to all Maestro cardholders to protect all your card details with a personal password so you can shop online and know that all details are safe!

For more information on Verified by Visa click here For more information on Mastercard Secure Code click here

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Returns & Exchanges

We have a Returns Section but here’s the lowdown:

How long do I have to return items?

We would really appreciate if you’d send them back as quickly as possible but you do have up to 14 days from the delivery date to return unsuitable items and up to 7 days from the delivery date for sale items – now that doesn’t mean you’ve to leave it to the last minute, if it’s past the deadline we can’t offer a refund and we hate to disappoint! Please return everything in the original packaging. Items must be unworn, unwashed with the tags attached. Some items (such as underwear/ swimwear, types of 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 this is not provided please contact the IKRUSH customer care team who will send you one via email. Any items which are unsuitable to be returned via our pre-paid label (too heavy, or large), the return must be paid for by you at the Post Office. If this is the case we recommend using a tracked service.If our pre-paid returns label is used, we will deduct £3 from your refund.

Unfortunately we are unable to offer a free returns service to our overseas customers. For returns made outside the UK, these must be returned at your own cost.

How do I return an item?

Please follow the steps below to ensure your return is received and processed swiftly.

  • Find a pen, fill in the return section on the returns form and give the reason for your return (my BF didn’t like is no excuse!). Please ensure that you make a note of your name, address, email address and order number.
  • Repack the item in the same condition as it was received – we do appreciate your wrapping skills!
  • Put the delivery note and the items you wish to return inside the parcel.
  • Stick the returns label on your parcel – don’t worry if it’s not straight or on the wrong side.
  • Off you trot to your nearest Post Office and ask the nice person behind the counter to give you proof of postage from the Post Office. Please don’t post the package through the post box without obtaining a certificate of posting.
  • Keep your certificate of postage safe as you will need this as your proof of return.

How long does it take to process the return?

Obviously we have to wait on the nice postal person bring your parcel back to us but 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.

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Deliveries

Where do you deliver to?

If there is a postal service, we probably deliver there! To check if we can deliver to your area please see our Delivery Information page for further info.

How much does delivery cost?

For UK Deliveries the following options are currently available:
Standard UK Mainland - £3.99
UK Next Day Delivery - £4.99 (free over £60)
UK Next Day Saturday Delivery - £6.99
UK Offshore - £6.99
Northern Ireland - £4.99
Republic of Ireland - £6.99
Europe - £9.99
USA & Canada Express - £11.99
Australia - £12.99
Rest of the World - £12.99

Please see Delivery Information page for further information.

How long til I get my stuff?

We know it’s annoying having to wait but patience is a virtue and it’ll so be worth it when you get all your goodies! Just look at our Delivery Information page and it will give you the timescale for delivery.

When oh when will my delivery arrive?

It’s down to the delivery people so deliveries can be made between 8:00am and 7:00pm. Please make sure the postal person can access the delivery address between these times.

Would you mind delivering to a different address than my billing address?

Not a problem – we can send to your work address or another residential address. If you select your workplace, please ensure you always put the name of the Company or Organisation in the address field, as well as your name to ensure it gets to you!

Oh no I have to go out and my parcel is due to arrive!!

Okay take a deep breath…alright now? Good! Not to worry the delivery company may leave the parcel with a neighbour, or if there is a safe and secure location at the property they may leave the parcel there. They always leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been delivered to, how to contact them to re-arrange a delivery time or to advise where you can pick your parcel up from.

Is my postcode eligible for Next Day delivery?

All UK postcodes are eligible for Next Day delivery except those stated below:

Scotland and Scottish Isles

Service available to all postcodes excluding the Scottish Isles an the following postcodes: HS1-9, IV3-11, 14-28, 40-49,51-56,63,KA27-28,KW1-17,PA28-50,60-78,80-88,PH30-44,49,50,ZE 1-3

Republic of Ireland

Service not available

Isle of Man

Service not available

Is my postcode eligible for Next Day Saturday delivery?

All UK postcodes are eligible for Next Day Saturday delivery except those stated below:
Service available to all postcodes excluding the Scottish Isles an the following postcodes: HS1-9, IV3-11, 14-28, 40-49,51-56,63,KA27-28,KW1-17,PA28-50,60-78,80-88,PH30-44,49,50,ZE 1-3

My parcel hasn’t arrived – where is it?!

Oh no, we’re sorry it hasn’t arrived when you expected. Contact Us and we can investigate, and if necessary action a claim with the carrier on your behalf. Please note in some cases it can take up to 21 days to process the claim with the carrier. If we still have the item in stock we can resend it or offer you an alternative.

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Promotions

Woohoo I’ve got a Promotional Code – how do I use it?

Who doesn’t love a discount! Just select your items as normal and then at the Checkout stage, enter your Promotional Code into the box that says Promotional Code and click 'Recalculate Total'. Assuming the code is valid, your discount will be applied.

Ahhh! I forgot to use my Promotional Code?

Oh dear! We are sorry but once your order has been processed we cannot add a discount after. Not to worry you can make more than one order per day!

Stock

I loooove something on your site but need more info?

If you can’t see enough in the pictures then the product descriptions should give you more info on style, lengths etc. We aim to give as much information as possible, but if you still want to know more just Contact Us and we will find out for you.

I just found exactly what I want but it’s out of stock!

Sometimes it’s just not meant to be - it’s not called Fast-Fashion for nothing! We can occasionally get items from our stores although they don’t always hold the same stock but if you really, really must have something then let us find out for you. Please Contact Us with the item code and/or name and we will try and find out if we will be getting more stock in. If we can’t get it from the stores, we may not be getting that exact style back in but we always have gorgeous alternatives in stock.

Do you have a size guide?

Ye! It shows standard bust, waist, hips and inside leg measurements for the UK, Europe, USA/Canada, and Australia/New Zealand. Please note these are general guidelines for reference but you can check them out here Size Guide

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Security

Is it safe to order online?

Security is very important to us at iKrush and our site contains its own fancy encryption software to ensure your information is always secure. Here’s the technical stuff:

All transaction information passed between our site and the Sage Pay VSP Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to our servers from Protx are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing passed to the Sage Pay servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data held by Sage Pay is extremely secure and regularly audited by the banks and banking authorities to ensure it remains so.

Sage Pay has multiple private links into the banking network that are completely separate from the internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.

No individuals within Sage Pay are able to decrypt transaction information or cardholder data. Their systems only allow access to their most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your transaction information and customer card information is secure even from their own employees because their systems never display the full card numbers, even on administration screens.

And breathe…if you understood all that then you must be a genius!

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Something’s Not Right

The website is looking a bit funny!

Try refreshing the page, if that doesn’t work try close your browser and re-open our website. If that does not work please Contact Us.

OMG The site/ my pc crashed when I was placing an order – What do I do?!!

First check if you received a confirmation order:
Yes? Okay nothing to worry about your order will be dispatched to you very soon.
No email? If there is nothing within 30mins then it looks like it’s not gone through. Check your bank account if you have online banking or Contact Us and then try replacing your order.
Got a question that’s not answered above? Contact Us and we’ll do our best to answer it for you!

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Technical Stuff

Help! I’ve forgotten my password?

Keep Calm and Follow The Instructions… On the login page, click the 'Forgot your password?' link by the login button and follow the simple instructions. If you continue to experience problems please Contact Us.

I’ve changed my e-mail address?

If you remember your old email address then log in as normal and click on ‘Edit Email Address/Password’ under Account Details. Make your changes, press ‘Continue’ and as if by magic your email address shall be changed!

I’m having problems when entering my payment card details?

Okay first things first, we know it’s frustrating but just double check you’ve put in the correct details by checking all the information carefully. If you’ve done this and it’s still not working then contact your bank to ensure there are no problems with the card – sometimes they like to do random checks. If it’s not that then please Contact Us with details of any error messages received and we do our best to get it fixed for you.

I want to unsubscribe from newsletters

Is it something we said?! If you have any feedback on how we could improve our newsletters then please Contact Us. Otherwise just click the 'Unsubscribe' button at the bottom of the email newsletter.

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Getting In Touch

How can I contact you?

We are always happy to help with anything that you haven’t been able to find an answer to above. Just go to the Contact Us page for details of how to get in touch. We aim to respond to queries within a maximum of 48 hours (Monday-Friday).

And if you really, really love us, we’re on Facebook, Twitter, Pinterest and Instagram!

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