FAQs
Below are some questions you may have about AWOKE Conscious Clothing™. Any additional questions, concerns or queries can be directed to our customer services department at info@awokelife.com
Please allow 24 hours for us to respond.
Do I need an account before I can order?
No you do not need an account to order, you can still shop without registering your details. Creating an account will allow you to do repeat orders without filling your details every time.
Is it safe to shop online?
We use PayPal Express and Shopify Payments, which accept MasterCard, Visa and American Express for online orders. Our online store uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. All contact information provided by the customer; including postal addresses, email addresses and telephone numbers are used for the sole purpose of completing the order. This includes information pertaining to gift recipients. Financial information including credit card numbers, expiration dates and billing addresses are used solely for customer billing.
We only collect essential customer information necessary for order fulfillment. We are committed to protecting the privacy of everyone who visits our website and places an order. We will not disclose information about our customers to third parties except where it is necessary to provide a service to our customers. We will never rent or sell your name, address, e-mail address, credit card information or personal information to any third parties.
We understand how important it is to store information securely and ensure that our online store maintains the highest levels of security.
Can you help me with my order?
If you experience problems placing an order online please contact our customer service team at enquiries@awokelife.com
Do you ship outside the UK?
Yes we currently deliver to the UK, Europe and the United States. Please allow 1-3 business days for your order to be processed and shipped. Orders will ship via ‘Royal Mail International Signed’ delivery. For international orders, depending on choice of carrier, delivery times may vary.
How much does shipping cost?
Orders to Non EU countries will be charged at £10.15. Orders to World Zone One and Two are charged at £12.45 and £12.90 respectively.
Will I be charged customs and import charges?
Any customs or import duties, fees and or taxes are charged once the package reaches its destination country and must be paid by the recipient of the package. These are charged by international customs and are totally out of our control. Packages are shipped DDU (duties and taxes unpaid), we do not collect the VAT, duties and/or taxes and cannot determine what your charges may be. If your order does require these additional charges, you must pay them in order for your package to clear customs. Some countries may require additional fees paid COD (Collect on Delivery). These fees are paid to the local carrier and not AWOKE Conscious Clothing™. Customs authorities require that we state the value of your order directly on your package. Customs agents have the right to delay delivery of your package.
How will I know when my order is on the way?
As soon as your package is dispatched, we will send you an email to confirm.
Can I track my order?
All orders are sent via Royal Mail recorded delivery and can be tracked at www.royalmail.com
My order has not arrived, what shall I do?
The postal service may have left you a card or note stating that they tried to deliver your package while you were out. If you do find one of these cards please follow the instructions on the card to arrange another delivery. If no card has been left please contact your local mail sorting office to see if they have any information on your package.
How do I return or exchange my order?
All returns must be authorised by AWOKE Conscious Clothing™ prior to you sending any items back.
Please contact us within 7 days of receiving your order to request a returns number, and follow the returns procedure. Failure to do so may result in us being unable to process your return. AWOKE Conscious Clothing™ reserves the right to refuse a refund or exchange if the returned goods are damaged or tampered with.
Please ensure all items are returned to us in their original condition. AWOKE Conscious Clothing™ will only accept returns that are unworn, unwashed and in the original unmarked condition. Please avoid the transfer of scents or chemicals on any garment you are returning, as failure to do this means it will not be accepted by our returns department. AWOKE Conscious Clothing™ reserves the right to withhold an exchange, credit note or refund if the item(s) have been worn, damaged, washed, marked, has a foreign odour or is in any condition that we deem renders the item(s) unable to be sold. Sale items cannot be returned. Original shipping fees are not refundable. Any refunds due will be credited back to the original source of payment.
To return your garment, simply follow the steps in the delivery section below. You may only return exchange your item for a different colour, size or style within 10 working days of receipt. All exchanges are dependent on current stock availability and condition of the item upon inspection. Customers are responsible for payment of shipping fees when an exchange or return credit is requested. Non-payment of shipping fees will result in the cancellation of your exchange and store credit may be disbursed. Shipping fees are non-refundable. AWOKE Conscious Clothing™ is not responsible for any items lost in transit; please have your tracking number for your reference and proof of postage.
How long do I need to wait for my refund?
We will issue a refund between 5-10 working days from receiving your returned item.
Delivery
UK Delivery
We aim to dispatch all orders as quickly as possible via 'Royal Mail Signed' delivery. All orders will require a signature on delivery. We aim to deliver within approximately 3-5 working days Mon-Fri. Any order placed in the afternoon may take an extra day for delivery. Please note, during busy periods, especially sale time, delivery may take between 5-7 days, however we do aim to ship out your order sooner.
International Delivery
International orders are sent via 'Royal Mail International Signed'. Orders will require a signature on delivery. All orders will be shipped out within 1-3 working days. We aim to deliver item(s) internationally within 14 working days. However international orders can take up to 28 days approximately. Please check with your local Post Office for an estimate on how long it takes to ship items from the UK to your country.
International customers please note you will be responsible for any duties or taxes charged upon your garment entering your country of residence. These are charged by the international customs and are totally out of our control.
Returns Policy
All of our products are top quality and we are confident that you will be happy with your purchase. We also hand check all orders before they are dispatched to ensure they are to the highest standard.
If you are unsatisfied with your purchase we will happily issue an exchange or refund as long as the item(s) are returned back to us with a filled out returns form enclosed with the returning item(s) at the address below via a secure Post Office service (Royal Mail Special Delivery service recommended) within 10 days of the date printed on your invoice. Returned item(s) must be returned with all relevant swing tags, labelling, original garment packaging and in re-sellable condition. Once we have received the item(s) back we will issue a full refund for the price of the item(s) returned.
IMPORTANT
All exchanges and returns are to be shipped as an insured, secure and tracked mail package to the address below.
We do not cover any postal cost incurred when sending the item(s) back to us. For your own protection, we recommend that you send your package by ‘Royal Mail Special Delivery’ service. We cannot be held responsible for packages lost or damaged in the post. This does not affect your statutory rights as a consumer.