Please Read Before Contacting Us
To help get an anwser as quickly as possible, please check our Frequently Asked Questions before contacting us. Most questions about shipping, dispatch times, tracking, pre-orders, returns and sizing are anwsered there.
If your question isn't covered, or you need help with an existing order, cancellation request or another enquire, we'll be happy to help.
Tracking Update
We’re aware of an issue affecting some orders viewed through the Shop app, where incorrect tracking information (often showing DHL) may appear.
Please don’t worry if you see this. We do not use DHL for these orders, and the tracking shown in the Shop app is not connected to your parcel.
For the most accurate tracking updates, please use the Track Your Order page on our website with your order number and email address. This will always display the correct tracking information for your order.
As a reminder, our standard delivery time is 7–14 working days from dispatch, so if the Shop app suggests your order has been delivered or will arrive within a couple of days, you can safely disregard this.
We’re currently looking into the issue with the Shop app, but in the meantime, our website remains the most accurate place to track your order.
Thank you for your understanding.
Current Pre-Order Updates (10 September)
- Flower Piano Shoes – All pre-orders have now been fully dispatched, in line with our most recent update. The remaining orders were dispatched by 3 September, within the revised timeframe provided. Please allow normal shipping times from your individual dispatch date and use the tracking details sent to you to follow your parcel.
- Hockey Romance Cardigans – Please check your email for our latest update, which was issued to all affected customers on 8 September. Pre-order dispatches are now underway again and will continue throughout this week until all remaining orders are completed. There is no need to contact us regarding these orders, we are actively making our way through the pre order list this week. Thank you for your patience.
Please check your inbox and junk/spam folders for any order updates before contacting us, as emails can occasionally be filtered automatically. If you have checked these folders and still cannot locate the update, please get in touch and we can reissue it to you.
Please note: If an item is a pre-order, this is clearly stated in the product description before purchase along with the estimated dispatch timeframe. If there are any significant changes to your order or dispatch date, we will contact you directly by email. Once your order has been dispatched, our normal shipping timeframes apply.
Questions or comments? Get in touch and we'll be happy to help within 24-48 hours.
The Cardigan Department is operated by THE DEPARTMENT COLLECTIVE LTD (SC849137).
Registered Office:
38 Castlefields Gardens
Kintore
Aberdeenshire
AB51 0SJ
United Kingdom
