Frequently Asked Questions

We have worked very hard to try and avoid you coming to this page! But now you are here, hopefully you can find the answer you are looking for!
If not feel free to submit your question through our contact us page

GENERAL

Is it safe ordering from Innerstand Clothing?

We take online security very seriously, which is why all payments are currently made using Paypal - a world leader in online payment security. We will be including a purely card based payment system through Braintree who are a part of Paypal.

What payment methods do you accept?

Currently, we only accept PayPal - but through PayPal we accept: Visa, Visa Electron, MasterCard, Discover and American Express

I'm having trouble using my discount code

You can use your discount code at checkout. If an item is already discounted then the code will not be applied, it's only applicable on full price items and can't be combined with any other promotional offers.
If you are experiencing problems then please contact us and we will be happy resolve your issue as soon as possible.

ORDERING

What are the customs charges on international deliveries?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel in order to complete the delivery.
Unfortunately, we have no control over what different countries charge, as their policies and import duties vary so widely and will depend on the details of your order.
It may be best to contact your local customs office for current charges and import duties, so you don't get surprised by the charges when your parcel reaches your country.

Order missing or incorrect?

We are very sorry, sometimes we do make mistakes or events happen beyond our control.
Please contact us to help resolve the issue.

Can I change or cancel my order?

Once an order has been made and you want to make a change or cancel the order, please get in contact as soon as possible. We will wherever possible make changes or cancel an order before it's been dispatched, however, we make no guarantees.

Has my item been dispatched?

Once we have received your order we will dispatch it as soon as possible and confirm this in an email to you letting you know your item(s) are on the way.

ACCOUNT

What happens if I forget my password?

Your password can be easily reset, please go to log in and click the forgotten password link, then enter the email address that is linked with your account and we will send you an email with a link in it to reset your password.

How do I amend my address or payment details?

Please log in to your account, in your "My Account" space you will find account information - you can amend all of your information in here.

Do I need an account to buy from Innerstand?

You do not need to create an account in order to buy from us, instead you can use checkout as a guest.
However, it does make it easier for you when returning to have an account so all you details are remembered making the checkout process quicker.

CONTACT US

My item has not arrived when expected, what should I do?

We apologise for any inconvenience, unfortunately during busy periods items can be delayed beyond our control. On rare occasions this does happen, please be patient and if you still have received your item 5 working days after receiving dispatch confirmation email, then please contact us to help remedy the situation.

I haven't received a reply and I have submitted a question through the form! HELP?!

Please send an email to customercare@innerstand.co.uk - you may have just found an issue with our form! Any issues like this that you bring to our attention will be rewarded.

OTHER

What's the best way to get in contact?

The best way to contact us is using our online contact form

Which is the right size for me?

Please see our sizing guide for more details. On each product we try and help you make a decision on choosing the best size for you by letting you know the models sizing details and what size they are wearing.
If for any reason you are still unsure, send us an email with your measurements and the style/look you are going for and we will happily suggest a size for you.