FAQ'S
ORDER FAQS
How long will my order take to ship?
All UK and international orders, excluding orders placed through our Middle East website, are dispatched from our UK fulfilment centre.
In-stock orders are usually processed within 1–2 business days. Once dispatched, delivery typically takes approximately 3–5 business days, depending on your destination and the shipping service selected at checkout.
UK orders are shipped via Royal Mail and international orders are shipped via our international courier partners.
We currently offer delivery Monday–Friday only and do not offer Saturday delivery.
Where Express Delivery is available, in-stock orders placed before 12pm are eligible for Express Delivery when this service is selected at checkout.
Please note that pre-order items will be dispatched in line with the estimated shipping date shown on the relevant product page.
Can I change or cancel my order?
If you need to amend or cancel your order, please contact our Customer Care team as soon as possible at hello@secondsummerlabel.com.
We will always do our best to accommodate your request. However, once an order has entered processing or has been dispatched, we may no longer be able to make changes or cancel it.
Can I cancel a pre-order?
If you wish to cancel a pre-order before it has been dispatched, please contact our Customer Care team at hello@secondsummerlabel.com as soon as possible.
Once a pre-order has entered processing or has been dispatched, we may no longer be able to cancel it.
Once received, our standard returns policy applies.
Estimated pre-order dispatch dates are displayed on the relevant product page at the time of purchase.
What forms of payment do you accept?
We accept all major credit and debit cards, PayPal, Clearpay and Klarna, where available.
Available payment methods will be displayed at checkout.
Will taxes and duties be applied to my order?
Any applicable taxes and duties collected by Second Summer will be shown at checkout.
For some international destinations, import VAT, customs duties or local taxes may instead be charged by the courier or local customs authority before delivery.
These charges are determined by the destination country and are outside of Second Summer’s control.
If a shipment is refused because import charges have not been paid, any costs incurred in returning the parcel to Second Summer may be deducted from the final refund.
Please read our overseas shipping policy here for further information.
Do you offer exchanges?
Yes.
If you would prefer to exchange your item for another size rather than receive a refund, please contact our Customer Care team directly at hello@secondsummerlabel.com.
Please do not process an exchange through our returns portal.
Our team will provide you with the correct return instructions and confirm availability of your preferred size.
Once your original item has been returned, received and processed, we will send your replacement size free of charge, subject to stock availability.
For UK customers, the usual £4.95 return handling fee will not be deducted when an exchange is requested.
For international exchanges, customers remain responsible for returning the original item to us unless otherwise advised by our Customer Care team. Your replacement item will then be shipped to you free of charge.
If your preferred size is no longer available when your return is processed, we can offer a refund or store credit instead.
Do you accept returns on sale items?
Yes.
Sale items can be returned in accordance with our standard returns policy.
Sale items may also be exchanged for another size, subject to availability.
Do you collect full payment for pre-orders?
Yes.
Pre-orders require 100% payment at checkout in order to secure your item.
What does ‘Pre-Order’ mean?
A pre-order item is available to purchase before it is ready for immediate dispatch.
We offer selected pieces on pre-order to allow customers to secure high-demand, returning or upcoming styles before they become available for general delivery.
The estimated shipping date will always be displayed on the individual product page.
Please check this date before completing your purchase.
When will my pre-order ship?
The estimated dispatch date for every pre-order item is clearly stated on the product page.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.
Please note that the date shown is an estimated dispatch date rather than a guaranteed delivery date.
What happens if my order contains both in-stock and pre-order items?
If your order contains both in-stock and pre-order items, please refer to the estimated dispatch information shown on the relevant product pages and at checkout.
Depending on the order, items may be dispatched together once the pre-order item becomes available.
If you require assistance with a mixed order, please contact hello@secondsummerlabel.com.
How can I check the status of my order?
Once your order has been placed, you will receive an order confirmation containing your order number.
When your order has been dispatched, you will receive a separate email containing your tracking information.
If you have a Second Summer customer account, you can also log in to view your order history and current order status HERE.
How do I redeem a promotional code?
Promotional codes must be entered at checkout before completing your order.
Unfortunately, we are unable to retrospectively apply discount codes once an order has been placed.
Unless otherwise stated, promotional codes cannot be used on sale items or in conjunction with another promotional offer.
Do you offer a first-time customer discount?
Yes.
You can sign up to the Second Summer newsletter HERE to receive our first-time customer offer and be the first to hear about new collections, restocks and exclusive launches.
Do I need to create an account to place an order?
No.
You can place an order either as a guest or through your Second Summer customer account.
Creating an account allows you to view your order history and access your order information more easily.
I haven't received my order. What should I do?
Once your order has been dispatched, please use the tracking link provided in your shipping confirmation email to check its progress.
Courier tracking can occasionally take time to update.
If your parcel has not arrived within 7 working days of the expected delivery date, please contact our Customer Care team at hello@secondsummerlabel.com with your order number and we will investigate this for you.
Do you offer international sizing?
Our sizing is based on UK sizing.
Specific garment measurements are listed on individual product pages, and we recommend checking these before purchasing as sizing can vary slightly between styles.
You can also view our full size guide HERE.
How do I purchase a gift card?
Second Summer digital gift cards can be purchased HERE.
Gift cards are for online use only.
If purchasing a gift card for someone else, the gift card email can be forwarded to the intended recipient.
What should I do if my item arrives damaged or faulty?
We’re sorry if your order has arrived damaged or faulty.
Please contact our Customer Care team at hello@secondsummerlabel.com as soon as possible and include:
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Your order number
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A description of the issue
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Clear photographs showing the fault or damage
This will allow our team to resolve the issue as quickly as possible.
SHIPPING FAQS
Can I change my shipping address?
If your order has not yet entered processing, we may be able to update your delivery address.
Please contact hello@secondsummerlabel.com as soon as possible after placing your order.
Once an order has been processed or dispatched, we cannot guarantee that the delivery address can be changed.
Can I upgrade my shipping method after placing my order?
Depending on the stage of your order, we may be able to change your shipping service before dispatch.
Please contact hello@secondsummerlabel.com as soon as possible.
Any additional shipping charge may need to be paid before the service can be upgraded.
How long will it take to receive my order?
Delivery times vary depending on your destination and the shipping service selected.
Full delivery estimates for each destination can be found in our Shipping Policy HERE.
Please remember that pre-order items follow the estimated dispatch date stated on the relevant product page.
Do you ship internationally?
Yes, Second Summer ships worldwide.
All UK and international orders, excluding orders placed through our Middle East website, are fulfilled from our UK fulfilment centre.
UK orders include England, Scotland, Wales and Northern Ireland.
Customers in the UAE and Middle East can shop via our dedicated regional website:
Orders placed through secondsummerlabel.me are fulfilled from our UAE fulfilment centre.
How much will I have to pay in duties and taxes?
The amount payable depends on your delivery country.
Where duties and taxes are collected by Second Summer, the applicable amount will be displayed at checkout.
For destinations where these charges are not collected at checkout, you may be contacted by the courier or local customs authority to pay import VAT, customs duties or local taxes before your parcel can be delivered.
These charges are determined by the destination country and are outside of our control.
If an order is refused because duties or taxes have not been paid, any charges incurred in returning the parcel to Second Summer may be deducted from the refund.
Please see our Shipping Policy for further information.
Do you offer Saturday delivery?
No.
We currently offer delivery Monday–Friday only.
RETURNS FAQS
How do I request a return?
We accept returns requested within 14 days of receiving your order.
Returned items must be unworn, unused and unwashed, with all original tags attached and returned in their original packaging.
UK RETURNS
UK returns, including Northern Ireland, can be processed through our Royal Mail Tracked 48 Returns Portal HERE.
For returns requesting a refund, a £4.95 handling fee will be deducted from your final refund when using this service.
Prefer an exchange?
Please do not use the returns portal.
Email hello@secondsummerlabel.com directly and our team will arrange the exchange for you.
If you choose to exchange your item for another size:
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The £4.95 return handling fee will be waived
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Your replacement item will be shipped to you free of charge
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Exchanges remain subject to stock availability
INTERNATIONAL RETURNS
We do not currently offer free international returns.
International customers wishing to return an item for a refund can arrange their return through our International Returns Portal HERE.
International customers are responsible for the cost of returning their item to us.
Prefer an exchange?
Please do not use the returns portal.
Email hello@secondsummerlabel.com directly and our team will provide the correct exchange instructions.
You will remain responsible for returning the original item to us unless otherwise advised by our Customer Care team.
Once your return has been received and processed, your replacement size will be shipped to you free of charge, subject to availability.
UAE / MIDDLE EAST
Customers in the UAE and Middle East should shop and arrange returns through our dedicated regional website:
Orders placed through our Middle East website benefit from our dedicated regional returns and exchange service.
Returned items remain the customer’s responsibility until they have been safely received by Second Summer.
How do I request an exchange?
To request an exchange, please email hello@secondsummerlabel.com directly with:
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Your order number
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The item you would like to exchange
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The new size you require
Exchanges must be arranged directly with our Customer Care team and should not be submitted through the returns portal.
Our team will provide you with the correct return instructions and confirm availability of your preferred size.
Once your returned item has been received and processed, your replacement size will be dispatched free of charge, subject to availability.
For UK customers, the usual £4.95 return handling fee will be waived when you choose an exchange.
For international customers, you will remain responsible for returning the original item to us, but your replacement item will be shipped to you free of charge.
If the requested size is no longer available when your return is processed, we will offer a refund or store credit instead.
Is there a fee for exchanging an item?
For UK customers, no.
If you choose to exchange your item rather than request a refund, the usual £4.95 return handling fee will not be deducted, and your replacement size will be shipped to you free of charge.
For international customers, you are responsible for returning the original item to us, but we will send your replacement item free of charge once your return has been received and processed.
All exchanges are subject to stock availability.
Can I exchange a sale item?
Yes.
Sale items can be exchanged for another size, subject to availability and our standard return conditions.
Please contact hello@secondsummerlabel.com directly to arrange the exchange rather than using the returns portal.
For UK exchanges, the usual £4.95 handling fee will be waived, and the replacement item will be shipped free of charge.
For international exchanges, the replacement item will be shipped free of charge once your original item has been returned and processed.
Can I exchange a pre-order item?
Yes.
Once your pre-order has been received, our standard exchange policy applies.
Please contact hello@secondsummerlabel.com directly to arrange your exchange.
If your preferred size is available, we will send the replacement item free of charge once your original item has been received and processed.
For UK customers, the usual £4.95 return handling fee will not be deducted for an exchange.
When will I receive my refund?
Once your return has been delivered to our warehouse, please allow up to 7 business days for it to be inspected and processed.
You will receive an email confirmation once your refund has been issued.
Refunds are returned to the original payment method.
Depending on your bank or payment provider, it may take a further 5–10 business days for the funds to appear in your account.
Original shipping charges are non-refundable unless otherwise required.
Can I return a pre-order item?
Yes.
Our standard returns policy applies to pre-order purchases once they have been received.
Can I return a sale item?
Yes.
Sale items are eligible for return in accordance with our standard returns policy.
STOCK & SIZING FAQS
Do you have a size guide?
Yes.
Specific garment measurements are included on each individual product page.
As fits can vary between styles, we recommend checking the measurements listed for the item you are purchasing.
You can also view our full size guide HERE.
What should I do if my size is out of stock?
If your preferred size or style is currently unavailable, select the ‘Notify Me When Back in Stock’ option on the product page and enter your email address.
You will automatically receive an email if the item becomes available again.
For selected high-demand styles, we may also open a limited pre-order before the next delivery arrives.