Help & Contact

We try and get orders out as quickly as possible, we can’t always guarantee we can amend or cancel an order. If you have made a mistake with the order, please fill out the contact form and one of our advisors will assist you.

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice.

Once you have placed your order, you will receive an order confirmation email which will contain your order number. This can take up to 30 minutes to arrive in your inbox - so hold tight! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.

To ensure emails reach your inbox please add noreply@doubesecond.com to your contacts, otherwise your confirmation email may end up in your junk/spam folder.

You are able to see your order history within your Double Second account.

We're sorry to hear that you've received an incorrect or faulty item. So that we can make this right, please drop us an email or contact us with the following info:

• Your name
• Your order number
• Product name & code (this can be found on your order confirmation email)
• Picture of the fault / incorrect item

Our customer care email is customercare@doublesecond.com

You will receive emails updating the order status. When your parcel has been dispatched you will receive an email letting you know that your order has been dispatched along with a tracking number.

Please click here and enter your tracking number to track your parcel.

If you are missing part of your order, it is possible your items could have been sent in more than one parcel, this is likely to be the case if your order has many items.

Please also check the invoice inside your parcel bag. This will detail which items should be in the parcel.

If you have not received all your items, please allow for the full duration of your delivery period at first instance as your item may still arrive in a separate delivery. If you still have not received it then please contact us.

We are so sorry to hear you have not received your order and tracking has not updated. We will need to initiate an investigation with the courier so the depot can be searched and the driver can be interviewed. Please can you therefore email us at customercare@doublesecond.com with the following details and a short sentence to explain that you have not received your order so we can get started with this.

• Your full name
• Your order number

Please click here to view our returns policy

You have 14 days from the date of receiving your parcel to return your items.

Please keep your orders separate and use a single returns label for each order. Each return label used deducts £3.99 from your refund.

Please click here and enter your returns tracking number to track your returns parcel.

Yes, please see our size guide below. 

Please see below.

We can be contacted using this form or alternatively you can email us at customercare@doublesecond.com