Endource
Customer Service

Help & FAQ

My account

1. How do I become a member of Endource?

It is free to join. All you need to do is register an account with us.

2. How do I unsubscribe?

If you would like to de-activate your account, the easiest way is to click on the 'unsubscribe' link on the next email you receive. This will remove you as a subscriber to Endource and you will not receive any further Endource newsletter emails.

Shopping on Endource

1. How do I shop on Endource?

When you discover an item you would like to buy, simply select the size and colour (if an available option) and then click on the ‘Add to Shopping Bag’ button on the product page. You can add as many different items as you like to your shopping bag.

Once you have selected everything you would like to buy, click on the shopping bag icon at the top right of the page to review your order summary.

If you are shopping from the UK for products that are available for standard UK delivery, there are two ways you can buy on Endource:

If you are shopping from the UK for products that are available for standard UK delivery, simply click on the ‘Checkout’ button on the order summary page to purchase all the items in your shopping bag in a single checkout.

If you would prefer to go to the retailer’s site to buy, open the ‘Alternative places to buy’ and click the ‘Shop at store’ button next to the retailer of your choice.

2. What if I am shopping from outside of the UK?

If you are shopping from outside of the UK, the only way to buy is by opening 'Alternative places to buy' on the product page and clicking the ‘Shop at store’ button next to the retailer of your choice.

3. What if the product is from an overseas retailer?

Products that are not available for standard UK delivery are highlighted as an ‘Overseas Retailer’. You will not be able to add these products to your shopping bag. Click on 'Alternative places to buy on the product page then hit the ‘Shop at store’ button next to the retailer of your choice to take you directly to the retailer’s website to complete your transaction.

4. Do prices include sales tax?

For products available within the UK the prices quoted are all inclusive of VAT calculated at the current standard rate of 20%.

Sales tax applied to products bought from overseas retailers will vary based on the retailer’s location and the prevailing tax law. It is the retailer’s responsibility to calculate and charge this tax.

5. How do I know what size to order?

We strive to have the most up to date and accurate information available for each item featured on the site. Wherever possible the sizes quoted for each item are as per the standard sizing guide used by that brand or retailer.

For help converting between international sizes please refer to our universal size guide

6. How do I know if an item is in stock?

Our aim is to make it easy for you to shop the most sort after fashion. We strive to provide accurate and real time details for each product featured, including price, size, colour and importantly, stock availability [Note. Given the fast moving nature of fashion we unfortunately cannot guarantee the information is 100% accurate for every product all of the time].

When an item goes out of stock, it may or may not become available again. We are working on a feature to advise you when an item you like will be back in stock (watch this space).

7. How do I save to my collection?

Press the heart to personally endorse a product. This will also save the product into your personal collection.

The Endource service

1. General

a. What is the Endource service?

Our service makes it easy for you to buy the latest, editor must-buy fashion. Purchase all the items in your shopping bag direct on Endource in a single checkout. Once checkout in complete our concierge team will source every product for you, check availability, secure the best price and order the products on your behalf, to be delivered to you direct.

You will be asked to confirm your acceptance of our T&Cs at checkout. This is important as this give us your permission to act on your behalf and purchase your items from a range of different retailers.

b. What is the handling and delivery fee?

We charge a small handling fee to process your order plus the cost of delivery. This fee is clearly itemised at checkout.

c. How do I know I am getting the best price?

The prices on our site are updated regularly to ensure they are as accurate as possible. As part of the concierge service our team will review all the available retailers that we know stock your chosen item. We will purchase from the retailer offering the cheapest price for an in-stock item at the time of processing your order.

2. Payment

a. What payment methods can I use?

We accept PayPal and all major credit and debit cards. Currently payment via Apple Pay is not accepted (coming soon…we are busy working on extending the payment methods we are able to accept).

b. How is payment taken for my order?

When you checkout direct on Endource, we’ll place an authorisation on your payment method for the amount of your order.

An authorisation is a pending charge or hold on a payment, to ensure there’s enough money to cover the full cost of your order. Please note that we do not take actual payment until your order is confirmed.

At this stage the amount is a ‘Total Estimated Order Cost’. It is the maximum you will pay for your order and for each individual item, inclusive of handling and delivery fees.

Once we have sourced your order you will receive confirmation of the ‘Total Final Order Cost’. This will be the same or less than the initial estimate. All savings we can achieve in sourcing your order will be passed on to you in full. At this stage the authorisation will turn into a real charge and this total amount will be deducted from your payment card.

If we are unable to process your order for any reason, we’ll automatically release the authorisation and you won’t be charged.

c. Why is the final amount I paid less than my original order total?

There are three main reasons why the actual payment taken from your account might be less than your original order total.

  1. We managed to find an item at a lower price
  2. Part of our concierge service is a promise to find you the cheapest price available from all retailers that we know stock your chosen item. If this is less than the original price quoted then this saving will be passed on to you in full.
  3. An item was not available
  4. 

If we are unable to source some of your items owing to stock or price fluctuation, this part of your order will be cancelled. We will proceed with placing the rest of your order. 

Note. If all items ordered are out of stock we will be unable to process your order and you won’t be charged.

  5. We have managed to source your order more efficiently
  6. We charge a standard handling and delivery fee per store. Therefore if we are able to source your order from fewer stores, this saving will be passed on to you in full.

d. What currencies can I pay with?

Currently we only support GBP sterling. We are able to accept payments in most currencies. However, your bank will often charge you an additional currency conversion fee. This charge is specific to your bank and will be applied by them once the payment for your order has been taken.

e. What if my payment is declined?

If your payment has been declined you will need to place your order with us again. The order will be automatically cancelled and no payment taken.

To help ensure your order is not declined:

  1. Ensure your card details are correct, i.e. your card number and the expiry date (entered at MM/YY).
  2. Ensure your three-digit security number has been entered correctly (CVV is printed on the signature panel on the back of the card immediately after the card's account number).
  3. Your card issuer may have declined your payment so please check with them for further support.

f. Is it safe to order online through Endource?

We take payment security very seriously. All credit and debit card payments are processed and fully encrypted using our secure systems, powered by Braintree Payments.

3. Orders

a. How will I know my order has been successful?

Step One

When you complete your order we will send you an email straight away from concierge@endource.com acknowledging the key details, i.e.


  • Unique Endource order number
  • Delivery details
  • Order details (product description and price for each item)
  • Total Estimated Order Cost (we’ll place an authorisation on your payment method for this amount - no actual payment taken until your order is confirmed)

The concierge team will then get to work sourcing your order. We will get back to you within 24 hours.

Step Two

When we have completed your order we will send you a second email from concierge@endource.com confirming the final order details, i.e.


  • Products purchased on your behalf (incl. confirmed retailer and price)
  • Products that could not be purchased due to either stock availability or price fluctuations
  • Total Final Order Cost (this is the amount that will be taken from your payment card)

All these details are also available on www.endource.com within your user login under ‘order history’.

b. What can I do if my order is out of stock?

Unfortunately, with such great endorsements from the style press, these products can literally fly off the shelves. Where this happens we will cancel this part of your order and you will not be charged.

Keep your eye out on www.endource.com to see if the item comes back into stock. If it does you will need to place your order with us again.

Next time beat the rush; please check out the latest drop from your favourite magazines and blogs here.

c. How do I track my order?

When you place an order direct on Endource our concierge team will purchase your items on your behalf from a range of retailers. Your order will be dispatched and delivered directly to you from the retailers selling each item.

To make it easy for you to keep track of your orders and deliveries we have created a message centre for you on www.endource.com within your user login under ‘order history’.

All email communication from the retailers concerning your purchased items will be stored in your message centre. This will include individual order confirmation, dispatch communication and delivery tracking.

Whenever a new communication is available in your message centre we will send you an email alert from concierge@endource.com to let you know.

For any help or questions about your order you should contact each relevant retailer directly. We would of course be happy to help where we can – you can email us at concierge@endource.com quoting your unique Endource order number.

d. Will I get a text message confirming delivery time?

If you provided us with your mobile number at checkout we will have passed that on to each retailer we purchased your items from. Subject to their individual policies and procedures they might contact you via text to advise on delivery service and timings.

e. How do I amend an order?

Amendments are not usually possible once an order has been submitted. However, you can contact the relevant retailer’s customer care team directly. They might be able to make the changes you require or cancel your order if needed. 

Any unwanted items can also be returned once delivered (ref. returns FAQs). Any additional items required should be ordered separately.

f. How do I cancel an order?

If you would like to cancel an order you should contact the relevant retailer directly. You will be able to find their contact details on the order confirmation email stored in your message centre. If this has not been received please contact concierge@endource.com.

Any unwanted items can also be returned once delivered (ref. returns FAQs). Any additional items required should be ordered separately.

g. Who should I contact to resolve a problem with my order?

You should contact a specific retailer directly. Their details will normally be in the order confirmation email within your message centre. The Endource team are also here to help with any orders placed directly with us. Please get in touch at concierge@endource.com.

4. Delivery

a. What delivery options are available?

Delivery options vary by retailer and delivery location. We are only able to offer the standard delivery option available from each retailer as part of the concierge service. Once your order has been confirmed you will receive information directly from each retailer via your message centre with information on expected delivery date.

b. How much does delivery cost?

Delivery costs vary by retailer and delivery location. The delivery cost is included in the handling and delivery cost itemised at checkout.

c. How long will it take to receive my order?

Delivery options vary by retailer and delivery location. For more information, please refer to the order confirmation and subsequent email communication from the specific retailer within your message centre.

Exchange and Return

1. What is the exchange & return policy?

Exchange and return policies vary by retailer. Each purchase is subject to the policy of the specific retailer. You will be able to find this information on their website, within the email communication stored in your message centre and also within the correspondence included within the delivered order.

Please note that returned items will be refunded excluding the original handling and delivery fee

2. How do I exchange or return my item(s)?

When you place an order on Endource it will be delivered to you directly by the retailer selling that item. The retailer manages the returns process. You should follow the instructions provided by them with your purchase.

Please note that you will not be able to return an item direct to a store, as you will not be the cardholder for the purpose of processing the refund.

3. What if the retailers return policy requires a login to their site?

For certain retailers a return code may need to be generated via the retailers website. If this is the case then please email us at concierge@endource.com quoting your unique Endource order number and the item(s) you wish to return. We will then reply with the details required to complete the return.

4. When will I receive my refund?

Once the retailer has received your item and processed your return they will refund the purchase price (less any returns fee deducted by the retailer) to Endource. The retailer will often (but not always) email you at this point to inform you that the refund has been processed. This email will appear in your message centre and we will send you an email alert from concierge@endource.com to let you know.

Once we receive the refund we will then process the refund back to you by your original payment method. We will send you an email from concierge@endource.com confirming the amount of your refund.

Payments can take up to 14 working days to process.

Please note that returned items will be refunded excluding the original handling and delivery fee

Buying on the retailer's site

1. How is this different from the concierge service?

The 'Shop at store' button will take you directly to the retailer’s website to complete your order. All aspects of the transaction are completed directly with the retailer and subject to their terms & conditions and privacy policy.

You will need to redirect to each individual retailer and checkout separately.

2. Will these orders appear in my order history on Endource?

No. As you are transacting directly with each retailer all communication will be direct based on the details you provide when you checkout.

3. What if I have any questions about my order?

As we have not processed your sales transactions on our site, you will need to go directly to the retailer’s site to ask any questions you may have about the transaction, for example:

  • Payment methods
  • Order details, amends or cancellations
  • Delivery options
  • Exchange & Return