If you're looking for help, you've landed on the right page. Here you will find all the answers to any questions you may have about itsy Bitsy. If you still need support, please reach out to us at hello@itsybitsyboutique.co.uk

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Shopping Online

The item I want is no longer online?

Our stock can be in high-demand as we select unique pieces and one-off designs.

If you can no longer see the item on our site or the item is displaying sold out this is because it is no longer available. Please sign up to our newsletter to be updated on re-stocks and new arrivals.

The item I want is sold out, will you be getting anymore?

Sometimes, certain styles can be re-stocked. If you would like to be kept up-to-date on re-stocks and new arrivals please sign up to our newsletter or follow us on our social media channels, this is where we will keep you informed. You can find all our social media platforms by clicking here.

How do I know what size to buy?

We have created an easy-to-use guide to help you find the perfect fit. When you visit our Size Guide page you will find detailed instructions on how to measure yourself as well as a general size chart for each brand we stock.

How does one size clothing work?

One size clothing makes shopping easier by catering to all different body shapes and sizes. Advanced fabric technology means we can't put one specific size on an item.

For each style in our one size clothing collection we have given an 'approx fitting' guideline in the description. Some styles fit UK 12-22 and some styles fit UK 8-16 etc.

What shoes sizes do you offer?

We offer a range of footwear from a size 3 up to a size 8. To view our footwear size guide please click here.

Can you save me item/s?

We do not hold items without payment. However if you would like to click and collect we do offer a free pick up service from our store.

How do I care for my item?

We want your products to last as long as possible, which is why it's so important to properly care for them. We have created an easy Care Guide to help you keep your purchases looking as good as new.

I want to try on your products, do you have a store?

Yes, we do! You can find us at 132 Market Street, Chapel-en-le-Frith, High Peak, Derbyshire, SK23 0HZ.

We always love welcoming new faces into our store. We have two changing rooms so you can try on whilst you're here. For more information to help you plan your visit please click here.

How do I set up an account on your site?

If you would like to set up an account on our website please click the 'Account' tab in our header and you will then be directed to enter your email address. Once you have done this you will be sent a one-time 6 digit code.

When you login for the first time your account is created automatically. Once your account is set up you will have access to your order history, shipping updates, account information as well as being able to manage your returns.

My Order

What if I want to speak to someone?

Please do drop us a message if you have any questions, concerns or feedback by filling out our contact form. Simply provide us with some details about your enquiry and once submitted we will get back to you as soon possible. Please note our admin support opening times are: Tuesday - Friday, 10am - 4pm.

If chatting to a real-life human being is more your thing, you can call us on our customer care line 01298 938118 and we will be more than happy to assist you with your enquiry or offer expert styling advice.

Can I place an order over the phone?

Yes, of course. If you would prefer to place your order over the telephone, please call us on 01298 938118.

During busy times there will be an answering machine service available. Please leave a message with your name and telephone number and we will get back to you as soon as we can.

Our admin support opening times are: Tuesday - Friday, 10am - 4pm.

Can I cancel or make changes to my order?

You can cancel and make changers to your order as long as it has not been packed and/or shipped. Please contact us if you would like to amend your order and we will do our best to accommodate.

Once orders have been dispatched, we are unable to amend any items or cancel orders.

How do I track my order?

To follow your order journey please log in to your account and select the order you would like to track.

I've not received an email confirmation for my order?

If you have not received an email confirmation please check your spam box as sometimes confirmation emails can accidentally fall into there. If you're still not received your confirmation email please contact us so we can assist you with this.

We can only send emails to the email address provided at checkout. Please check you have entered your details correctly.

Why can't I place an order online?

Our website offers the most efficient checkout process in e-commerce technology. It is fast, secure and reliable. If you find yourself having difficulties in placing an online order please check out our following trouble-shooting solutions.

  • Re-fresh your page and check the item your ordering hasn't sold out.
  • Please check you have entered the correct information, including bank details.
  • Please check there is not a problem with your card provider.
  • Please check you have strong and secure signal when checking out on our website.
  • Please try clearing any cache cookies that may affect you during checkout.
  • Please use an up-to-date browser when checking out on our website.


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What is your shipping policy?

All our order are handled and packed with love and care.

We aim to handle your order quickly, with most available items being dispatched within 48 hours of ordering. Some orders may take up to 3-7 working days to process. Should any delay occur, you will be notified via email or telephone within 7 days of placing your order. For more information on shipping costs and times please have a look at our Delivery & Pick Up page.

  • All our delivery time frames are guidelines. 
  • An email confirmation will be sent when your order has been processed for dispatch or collection. 
  • We may not be able to fulfill your order if an item you have ordered is out of stock due to inventory error or faults. 
  • We may not be able to fulfill your order if we are unable to obtain authorisation for your payment.
  • We may not be able to fulfill your order if  if we identify a product pricing error.
  • Once orders have been dispatched, we are unable to amend any items or cancel orders.
  • Please ensure all delivery addresses and instructions are entered correctly.  Any parcels returned due to invalid addresses will incur a charge, payable by the customer.
  • Once we have dispatched your goods your order is then in the care of Royal Mail. You will receive a tracking number via SMS or email. 
How much will shipping cost?

For information on shipping costs please have a look at our Delivery & Pick Up page.

We offer Free UK Shipping on all orders over £60.

How long will it take for my order to arrive?

For more information on delivery times, please have a look at our Delivery & Pick Up page.

Can you provide worldwide shipping?

Yes! We use a tracked and signed for service with Royal Mail for deliveries outside of the UK. For more information on international shipping costs and times please have a look at our Delivery & Pick Up page.

Please consider there will be taxes, customs or/and duty charges to pay on importing. Please contact your local shipping authority for further information. We are not liable for these charges.

Do you offer a next day delivery service?

We don't currently offer a next day service, but special requirements can be made if you ring our store.

Can my parcel be left in a safe place?

We use a tracked and signed for service with Royal Mail. Parcels will require a signature.

Click & Collect

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I live locally and don't want to pay for shipping, can I collect my order in-store?

If you live locally and want to collect your order in-store, simply proceed through our online checkout process and select 'Pick Up'. For more information on this service please visit our Delivery and Pick Up page.

When will I know to collect my order in-store?

We aim to have all orders ready within 48 hours. Once your order has been prepared you will receive an email confirming your order is ready for Pick Up.

Please ensure before collecting your order that you have received an email or notification stating your order has been prepared and is awaiting pick-up. If you are unsure if you have received your notification please get in touch with us. If you arrive in-store without confirmation of your order being ready we may not be able to prepare your order while you wait.

Do I need to bring ID with me when collecting my order?

Your name, order ID number and postcode will be required upon collection. Without ID we will be unable to release your order from our store. Please make us aware if someone else is collecting your order on your behalf.

How long will you hold my click & collect order?

You have 14 days once your order has been marked as ready for collection to collect your item/s.

If you are unable to collect your order within this time frame please contact us.

Items uncollected after 14 days will be cancelled and refunded back onto your account and you will be liable for a 25% administration fee. 

I've opted for pick up, but I want my order to be shipped, what should I do?

If you opt for store pick-up and don't live locally or your circumstances change and you are unable to collect your order you will need to contact us to arrange payment for delivery.

Orders cancelled because of this will incur a 25% administration fee. This will be deducted off your refund. 

Why do you not offer free delivery to SK23 postcodes?

From 2022, as part of our promise to reduce our carbon footprint, we no longer offer a free delivery service to SK23 postcodes.

All parcels make a long journey to our depot in Manchester. We feel feel that we would be creating unnecessary greenhouse gases for orders that can easily be collected from our nearby store. Thankyou for your understanding and for helping us do our bit for planet earth.

If you place an order over £60 in an SK23 postcode, your orders will be automatically scheduled for Pick Up.


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What is your returns policy?

Items must be returned to us within 14 days of the date you received your delivery. If your order is returned past this timeframe we will unfortunately be unable to process your return and you will need to arrange collection of your item. If your item has not been collected within 6 months, this will be donated to our local clothing bank.

Items must be returned in their original condition, unworn and unwashed, with original tags and packaging attached.

For more information please have a look at our Returns page.

How do I return my order?

Re-pack the items you wish to return with original labels, tags and packaging still attached. 

To return your order please send it to the following address and please include a slip with your order number inside so we can identify your return. 

Returns Department:

itsy Bitsy Boutique, 132 Market Street, Chapel-en-le-Frith, High Peak, Derbyshire, SK23 0HZ

How should items be returned?

Please make sure all returned items are in their original condition, unworn and unwashed, with original tags and packaging attached.

Are returns free?

We don't offer free returns for customers, customers must make arrangements for their returns including any fees.

We recommend that you return your goods by registered post though your local post office, such as Royal Mail’s recorded signed for delivery service, gaining a proof of postage. We cannot be held responsible for items lost in transit on their way back to us. Please keep your certificate of postage safe as you will need this as proof of your return. 

Which items are non-returnable?

Sale and clearance items are non-returnable. 

For hygiene reasons we cannot offer refunds on pierced jewellery, cosmetics, soaps, candles, socks, gloves and hair accessories.

Refunds will not be processed on items deemed unfit for resale, reasons may include: Makeup marks, perfume, cigarette smoke, pet hairs, tan marks, alterations, strong odours, washed and worn items.

I've lost my invoice, what do I do?

If you have lost your invoice, please include a slip with your full name and order number inside so we can identify your return and proceed to return your order.

Returns Department:

itsy Bitsy Boutique, 132 Market Street, Chapel-en-le-Frith, High Peak, Derbyshire, SK23 0HZ

What do I do if I have received a faulty or incorrect item in my order?

We're so sorry to hear this. So that we are able to assist you in the best way possible, please contact us first regarding any damaged, incorrect or faulty items at hello@itsybitsyboutique.co.uk

When contacting us regarding a faulty item please include your order ID number along with the name of the item affected and the details of the problem. Please attach images of the fault so that we can decide the best solution. Faults must be reported to us within 30 days of purchase. 

We ensure all items go through quality control before they are dispatched.

Can I return an item I bought online to the store?

Yes, no problem at all. You can return your items during our store opening hours. Please ensure you have your order confirmation details as without these we cannot process your return. You do have the option to exchange in-store all or part of your order value.

Our customer care team can help you in-store.

Can I return an item bought in-store in the post?

This service is unavailable. Items purchased in-store must be returned in-store with proof of purchase within 14 days for an exchange or store credit.

If you have any unforeseen circumstances that may affect you returning your items within 14 days please contact us before so we can assist you. If you do not contact us within this timeframe your return will be invalid.

Can I return a sale/clearance item?

All sale items are non-returnable.

Sale items returned to us will be held for 30 days until you make arrangements for collection. After this time, if you have not collected your items they will be donated to a local charity.

Can I exchange my order?

We don't currently offer an exchange service online but you can opt to have your returned item as credit. We can add this to your online account for you to re-order. This is valid for 6 months.

If you want to exchange your order for a different size, colour or style please return your order and place a new order separately.

I'm received a free gift in my order, do I need to return this too?

If your order included a free promotional item and/or you are returning 50% or more of your order, the free item must also be returned. 

Have you received my returned items?

Please allow up to 14 days of receipt of your returned items to be processed. Your refund will be credited back to your original method of payment. It may take up to two billing cycles for the credit to appear on your credit card statement.

If in the unlikely event you have not been refunded after 30 days of returning the item(s), please email us with the proof of postage information from your return courier receipt.

Gift Vouchers

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How long is my gift voucher valid for?

Gift vouchers are valid for 12 months.

Can my voucher be used to buy a gift voucher?

Gift vouchers cannot be used to purchase further gift vouchers.

Can I use my gift voucher more than once?

Yes, you can use your gift voucher more than once, provided their is still balance remaining.

Can gift vouchers be used in conjunction with a discount code?

Yes, gift vouchers are a form of payment.

Can I buy a gift voucher with a discount code?

Discount codes are not valid to use against gift vouchers.

I have a paper voucher and the code isn't working?

Paper gift vouchers purchased in our boutique are not valid to use on our website. We are unable to reserve items on our website for you to purchase in-store at a later date with your gift voucher.

We do look forward to helping you spend your voucher in-store and we always have a fabulous choice of products in our boutique.

I've not received my e-voucher?

If you have not received your e-voucher in your inbox, please check you spam as sometimes it can fall into there. If you are still unable to locate your e-voucher please contact us.

We can only send emails to the email address provided at checkout. Please check you have entered your details correctly.

I've lost my voucher, what do I do?

Unfortunately, we are unable to verify gift vouchers without a copy of your code. We do not hold a record of customer ID on gift vouchers for your own data protection.

Do not worry though, if you inform us that your voucher has been mislaid and you have now located it we can keep a record of this and honour your voucher once it has been found.