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FAQ Frequently Asked Questions

Here at THEN AND NOW Shop we are all about customer service. if you cannot find the answer your are looking for below, please contact us and we will do our best to help.

Do I need to set up an account to make an order?

No, you can complete a purchase without an account, but if you have an account you will be able to see your order history and save your details so you don't have to fill them in again for your next purchase.

I’ve forgotten my password, what should I do?

To reset the password for your account please fill in the email associated with your account and press ‘Password Reminder’ on the Sign In page, then follow the instructions.

Can I change my order once it has been placed?

Email [email protected] with your order number and the changes you would like to make. We will do our best to help.

Can I change the shipping address once the order has been placed?

Unfortunately this is not usually possible, but if you email us at [email protected] we will do our best to help.

I haven’t received my order, what should I do?

If you order doesn’t arrive in the time indicated either on our Delivery & Shipping page or on the item description, please email us with your order number and concern [email protected]

I haven’t received a dispatch note, why is that?

You will only receive a dispatch note or email from customer service once the item has been shipped. If you did not receive one please allow a few more days according to the indicated estimated delivery time. If you are still concerned please email us at [email protected]

Which payment methods are accepted at THEN AND NOW Shop?

We accept Visa, Visa Electron, MasterCard, American Express, Delta, Solo and Maestro credit and debit cards, as well as PayPal.

Is my payment secure?

Yes it is. All transactions on this website are processed using Sage Pay or PayPal. Sage Pay is a secure online payment gateway that encrypts your card details in a secure host environment and is a fully approved Level 1 payment service provider which complies with the Payment Card Industry Data Security Standard (PCI DSS).
No cardholder information is ever passed unencrypted and can never be examined, used or modified by any third parties attempting to gain access to sensitive information.
PayPal delivers one of the most secure platforms in the world. All information you enter through PayPal is secured and encrypted on PayPal servers.

How do I choose the currency I pay in?

At THEN AND NOW Shop we accept payments in Great British Pounds. Any FX rates and charges are set by your credit card company or PayPal. You can view prices in EUR or USD by selecting currency at the top of the page, but this is an indication only.

Do you ship to my country?

We ship to most countries in the world. On the payment page you will be asked to select your delivery country from a list of all countries we deliver to, which will automatically set your shipping cost and import taxes and duties. You will not be asked to pay any more taxes to release your package from customs; we take care of all of that.

What are THEN AND NOW Shop’s delivery times and costs?

For accurate prices, please select your delivery country on the payment page. Any additional taxes and/or delivery costs will appear there once the country has been chosen.
Delivery charges and times:




Estimated Delivery Time


 Courier Systems


 *Same day

United Kingdom

SkyNet, Royal Mail, or myHermes


 1-3 working days


DHL, Royal Mail, or SkyNet

 **£10.00 - £15.00  

 1-5 working days


DHL Express or SkyNet


 1-3 working days

Rest of the world

DHL Express or SkyNet

 **£20.00 - £35.00

 2-6 working days

We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only, from date of dispatch. THEN AND NOW is not responsible for any delays caused by custom clearance or payment authorisation.

UK VAT (already included in the costs) will be applied to orders shipped within the UK and Europe.

*Same Day Delivery: This is a special service only available for delivery within London and for certain products only. Please note, if you require same day delivery you need to email us at [email protected] before placing your order to check for eligibility.

**Depending on Destination: Please select your delivery country on our payment page to receive accurate shipping costs per destination. The table above shows the range of prices within that sector.

Is next day delivery available?

Next day delivery is available for most items within the UK and for certain items within Europe and USA. Please check if there is any delivery notification on the item you are purchasing. If your order is urgent please email customer services at [email protected] and we will do our best to accommodate.

Will I need to sign for my package and is it insured?

THEN AND NOW insures each purchase during the time it is in transit until it is delivered to your delivery address. We require a signature for all goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by THEN AND NOW, and transfer of responsibility in the same way.

What is your returns & exchange policy?

Please read of returns & exchange policy here. 

What is the return address for items?

Address for Returns:
Sumatra House, 215 West End Lane, NW6 1XJ.

Do you offer repairs service for my items?

If an item is faulty, we will offer you a refund of the full purchase price, including delivery cost, or an exchange for the same item and same size (subject to availability) Please see details here.
Where possible, we will offer to repair faulty items. If it cannot be repaired or replaced, you are entitled to a full refund.
Items that are damaged as a result of normal wear and tear are not considered to be faulty.
For any other repairs, please email [email protected] and we will do our best to help.

How do I purchase a gift card?

Currently we can only offer virtual gift vouchers. Please email us at [email protected] with the amount you would like to purchase the card for, name and email address of the recipient and any message to include.

Do you offer gift-wrapping?

Our items are wrapped in white tissue paper, THEN AND NOW Shop stickers and/or THEN AND NOW ribbon and sometimes also in our very own luxury carrier bags. We can offer additional gift wrapping on certain items so please email us at [email protected] and we will do our best to assist.

Do you offer internships / work experience opportunities?

Yes we do! Please send your CV and cover letter to careers@thenandnowshop.com