Frequently Asked Questions
Below is a list of frequently asked questions from DROW customers:
How do I place an order?
To place an order, simply browse our products and select the items you wish to purchase. Add them to your cart, proceed to checkout, and follow the on-screen instructions to complete your order. You will receive an order confirmation email once your purchase is complete.
What payment methods do you accept?
We accept all major credit and debit cards, including Visa, MasterCard and Apple & Google Pay. Payments are processed securely through our payment provider, Tyl by NatWest. Unfortunately, we do not accept PayPal or other payment methods at this time.
Do you offer free shipping?
Yes, we offer free standard shipping on all orders over £100. For orders under £100, shipping costs vary depending on the delivery method you select at checkout.
What are your delivery options?
We offer several delivery options through Royal Mail and Evri, including standard, next-day, and tracked services. Shipping costs and estimated delivery times are displayed at checkout. Please visit our Delivery Policy for more details.
How long will it take to receive my order?
Delivery times vary depending on the shipping option you select:
- Standard Delivery: 3-5 business days.
- Next-Day Delivery: 1 business day (if ordered before the cut-off time). Please note that processing times may apply, and delivery times are subject to Royal Mail and Evri’s conditions.
How can I track my order?
Once your order has been dispatched, we will send you an email with your delivery information and a link to track your delivery if pre-selected.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at info@drowwear.com. We will do our best to accommodate your request; however, once your order has been processed and dispatched, we are unable to make changes or cancellations.
What is your return policy?
We offer a 28-day return policy. If you are not satisfied with your purchase, you may return it within 28 days of delivery for a refund or exchange. Items must be unused, in their original condition, and packaging. Please visit our Refund & Returns Policy for more detail
How do I return an item?
To return an item, please email us at info@drowwear.com with your order number and reason for return. We will provide instructions on how to send your item back to us. Please note that you are responsible for return shipping costs, unless the item is defective or damaged. However damage by your delivery option is precluded, please ensure you select insurance where possible.
Do you offer exchanges?
Yes, we offer exchanges for items that are defective or damaged (except by Courier). If you need to exchange an item, please contact us at info@drowwear.com, and we will guide you through the process.
Do you ship internationally?
Currently, we only ship within the United Kingdom. We do not offer international shipping at this time.
How do I contact customer service?
You can contact our customer service team via email at info@drowwear.com. Our team is available to assist you with any questions or concerns.
What do I do if I have a problem with my order?
If you encounter any issues with your order, such as receiving the wrong item or a defective product, please contact us at info@drowwear.com with your order number and details of the issue. We will work with you to resolve the problem as quickly as possible.
Is my personal information secure?
Yes, your personal information is secure. We use SSL encryption to protect your data during transmission, and our payment provider, Tyl by NatWest, ensures secure payment processing. Please review our Privacy Policy for more information on how we protect your data.