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About Shush

What is Shush?

We are a family run business with over 30 years of experience in retail. We offer overstocked Brand New, Quality "Ex-Store", High Street & Online Fashion Brands at a Fraction of the RRP.

Our products are primarily overstocked / debranded fashion items, which we purchase in bulk from the major UK retailers & suppliers. We then bring these to you with massive savings to the original high street price.

Working exclusively with authorised suppliers & brands means we don't sell counterfeit products, only genuine authentic stocks and our products are never second-hand.

Please note, most items are required to be be de-branded to protect the original brand, this will mean the product will either have labels deleted or removed. This is to comply with UK resale laws and protect against returns to the original brand.

Do you have stores?

We do! We offer discount High Street and Branded clothes in our stores across Merseyside and the North West, providing a vibrant and comprehensive range of well known brands. You'll find a list of them here.

Which brands do you sell?

Shush! It's a secret, but we bet you can work it out.

We offer overstocked items from many of the major UK fashion retailers, high street brands and some supermarket clothing lines.

We remove all labels from our items before sale, to comply with resale rules and we don't advertise which well known brands our products are from, but on closer inspection it becomes clear and you're sure to be amazed at our price vs RRP!

Why has the label been removed?

We're an outlet / discount retailer and therefore most items are required to be de-branded to protect the original brand, this will mean the product will either have labels deleted or removed. We do this to comply with UK resale laws and protect against returns to the original brand.

Do you sell second hand?

Absolutely not.

Payment

What payment methods do you accept?

We accept all major UK Credit & Debits Cards, including MasterCard, Visa, Maestro & Diners Club. We also accept ApplePay & GooglePay on compatible devices & browsers.

Shop app customers can also use the app to make payment with their stored payment methods.

Can I pay via cheque or PayPal?

Sadly, we do not accept payments via cheque, bank transfer, paypal or amazon pay.

Do you accept cash on delivery?

Unfortunately, we do not.

Ordering & Delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just click here and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at orders@shush-fashion.co.uk just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Can I alter my order?

If you have not yet received a despatch confirmation from us, please get in touch ASAP by emailing us orders@shush-fashion.co.uk.

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via orders@shush-fashion.co.uk, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Why has my order been cancelled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always try to contact you to offer an alternative product and process your refund in full, as quickly as possible.

In rare circumstances, we may cancel your order if we believe that you have repeatedly breached our Fair Use Policy on returns. If this happens to you and you think we've made a mistake, please get in touch with Customer Services and we'll be happy to discuss it with you.

When will my order arrive?

Orders for Click & Collect to a Shush store will usually be delivered within 1-3 days. Look out for an email from our team which confirms that your order has been despatched. Please remember to check your spam or junk folder.

Orders that require shipping within the UK are usually delivered within three to ten days of being despatched. You may use the tracking reference supplied to you in your despatch email to check the status of the delivery.

Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

What countries do you ship to?

We currently ship in the UK, Isle of Man, Gibraltar and Republic of Ireland.

Please note: For orders outside of the UK, the customer is responsible for import duties or charges.

Can I collect my order?

We offer a free click & collect service to all of our stores. You'll find a list of them here.

How much is shipping?

We offer a complimentary Click & Collect service to any Shush store. For a list of our stores please click here.

Standard Tracked Postage is £4.95 per order.

Local Delivery Service (Liverpool Area) £4.95 per order.

Why don't you offer free shipping?

The truth is, “free” shipping is not actually free and the cost of free shipping is usually folded in to the overall price of the product. This means that many retailers inflate the price of their products to cover shipping. The same applies for "free" returns.

We believe in keeping our prices as fair and low as possible, therefore we charge a simple flat fee per order for shipping, regardless of the weight or size of the order.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Royal Mail Tracking

https://www.royalmail.com/track-your-item

Yodel Tracking

https://www.yodel.co.uk/track

Returns

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via orders@shush-fashion.co.uk with the details. We’ll respond within 48 working hours.

If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

Can I return or exchange an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all applicable tags and labels attached.

If you are returning your item to one of our stores, you may exchange your item in store.

If you are returning your item via mail or courier service, you will receive a refund for your item and we would recommend that you purchase a suitable replacement if required.

What is your returns policy?

You'll find our returns policy here.

How do I arrange a return?

Please visit our returns portal by clicking here. You will need your order number and the email address used when the order was placed.

Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email.

If you're returning your order to one of our stores, our instore team will request to see your confirmation email before accepting the return.

If you're returning by mail or courier, please note that you will be required to pay for the return postage. Please ensure that you include the original packing slip with your return. 

I'm returning my online order to store, why do I have to request it first?

Our store teams do not have the facility to refund orders placed online. It is important that you place your request and wait for the approval email before attending the store, so that our teams can ensure your package is returned to our online processing team as efficiently as possible.

Are there any charges for returns?

Returns to a Shush store are free, there are no penalties for returns.

You are responsible for the charges of the return shipping if using your own courier or postal service, we recommend that you use a tracked or signed for service. We are not responsible for returns that become lost in transit.

If you'd like us to provide a pre-paid returns label via Collect+, you can request this via email once your return request has been approved. If you use our Collect+ Service, the return shipping fee is £4.40 + VAT which will be deducted from your refund.

Can you provide me with a pre-paid returns label?

If you'd like us to provide a pre-paid returns label via Collect+, you can request this via email once your return request has been approved. If you use our Collect+ Service, the return shipping fee is £4.40 + VAT which will be deducted from your refund.

What is the postal returns address?

Please click here

Which items cannot be returned?

Unfortunately we do not accept returns on any underwear or swimwear items at any time, due to hygiene reasons. Such items cannot be returned unless faulty or an incorrect size or style is sent.

We do not accept returns on Mystery Bundles. Please refer to the terms and conditions on these items, before making your purchase.

Please get in touch if you have questions or concerns about your specific item.

What do I do if I lose my return note?

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within a few days after receiving the item into our warehouse, but it can take several days for your bank or card provider to process the refund into your account, or onto your card.

How soon will I get my refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Once your refund has been processed, it will automatically be applied original method of payment, within 10 working days.

Return shipping fee's will be deducted automatically from the amount of refund if you have used our Collect+ Return Shipping Service.

Where is my refund?

Once your refund has been processed, it will automatically be applied original method of payment, within 10 working days.

Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. 

Customer Services

How do I contact you?

Click here for information on how to get in touch.

What are your office hours?

Our Customer Services Team are here to answer any questions you may have. We aim to respond to all enquiries within 24 working hours.

We're available Mon-Fri 09:00 to 16:00 (Closed Bank Holidays).

Everything else

Do you sell gift vouchers?

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead, click here.

How do I follow on Social Media?

We're very chatty on our socials and have a loyal community of customers and friends. Click below to follow us...

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