Help & FAQ

Looking for answers? Check out our FAQ below and if you still need help, get in touch at [email protected].


Q: What is a Showcase sample sale?
A: A Showcase sample sale lasts from 1 to 5 days, providing our members with access to highly discounted designer items. Stock is provided directly from the luxury brands we work with. This can consist of this season’s excess, pieces from previous seasons and genuine samples/factory seconds.

Q: How do I shop at a Showcase sample sale?
A: Showcase members are able to book events and select a dedicated time slot. You will be sent a ticket via email. As Showcase offers tiered membership options, not all time slots will be available to each member. For in-store sales you must come at the start of your allotted time slot. For online sales, you must shop and checkout during your allocated time slot.

Q: Will there be fitting rooms available?
A: Yes, we offer fitting rooms for customers to try on clothes. However, please note that our fitting rooms are communal, and you may be sharing the space with other customers. Additionally, to ensure efficient use of our fitting rooms and accommodate all customers, try-on time is limited to 15 minutes. This helps us maintain a smooth shopping experience for everyone.


Q: What memberships are available?
Membership tiers include General, Priority, and VIP. For more information please visit our memberships page. Priority memberships are not currently available outside the UK.

Q: Why is Priority or VIP membership better than General? 
Our brand partners only give us a limited amount of stock in limited sizes. The earlier you access the sale, the wider range of products will be available for you to purchase.

Occasionally brands will offer exclusive items and discounts for VIP & Priority members only.

VIP & Priority members will also gain access to some private sales, which are not visible to general members.

Q: How long is my membership?
All memberships are valid for 12 months and automatically renew.

Q: How do I cancel my membership?
We are sorry to see you go. You can cancel your membership renewal here. Once cancelled, your membership will automatically end and not renew. We do not offer refunds on membership fees.

Q: Can General tier members access online sales? 
A: Yes. Please note that as with in-store events, only time slots towards the end of the sale will be available to General members.


Q: What is an event upgrade? 
A: An event upgrade permits a single upgrade to a Priority ticket or a VIP ticket. Additional costs will apply.

Q: How many times can an event upgrade be used?
A: Event upgrades are single use only.

Q: How do I purchase an event upgrade?
A: Event upgrades can be purchased and redeemed when booking an event on the Showcase website. Previously purchased upgrades will be visible in the My Membership area.

Q: Can I use an event upgrade on any timeslot? 
A: Priority event upgrades can only be used for Priority tickets and VIP event upgrades can only be used for VIP tickets.

Q: What happens if I cancel a booking with an event upgrade? 
A: Event upgrades can be cancelled and redeemed against another applicable booking, provided they are cancelled 12 hours prior to the ticket start time.

Q: Can I give my event upgrade to another member?
A: Event upgrades are non-transferable and restricted to the purchasing member.

Q: If I can no longer attend, can I cancel and get a refund?
A: Event upgrades are non-refundable. Event upgrades can be redeemed against other applicable events.

Q: Can event upgrades be used against all events?
A: Event upgrades are not available on all events. Please check event before booking. Showcase reserves the right to adjust upgrade availability and cancel event upgrades at our discretion.

Q: Do unused event upgrades expire?
A: Yes, event upgrades will expire after 12-months if they have not been used.


Q: I cannot see the online store on the website. How do I access it?
Online sales are not available for public access as they are restricted to your member account. They become available when you click your unique ticket link in your confirmation email or by accessing the My Bookings section. Once you are in the online store you only have until your time slot ends to shop and checkout your basket.

Q: How long can I hold items in my cart?
A: Items will not be reserved in your cart, please checkout as soon as possible to ensure you bag the items you want most!

Q: Can I share my online account?
A: Please do not share your account details with others. Online store access is controlled through your Showcase member account and for your personal use only. Multiple cart, browsers or tabs could result in a loss of your shopping cart.


Q: What products categories will be on sale?
Categories will vary by brand, however, we aim to offer a range of brands focusing on womenswear, menswear, footwear, kidswear, accessories, leather goods, beauty, homeware and jewellery. All items will be discounted at up to 80% off RRP.

Q: Do you sell factory seconds?
A: Some brands will include faulty, damaged and factory seconds. Please be sure to check you are happy with the item as, to enable us to offer the same high discounts online, we operate a very strict refund policy.

Q: Are all sizes available?
A: All stock availability will be dependent upon the brand. Please check specific listings as items will be limited in style and size.

Q: Will there be size guides available?
A: As we are working directly with brands, it is encouraged that you refer to the brand’s website for specific size guides for clothing, footwear and accessories.


Q: What payment methods are accepted?
A: We accept Visa, Mastercard and American Express payments both online and in-store. As we take security very seriously, all card holders are subject to authorisation and validation by Showcase and the card issuer.

Q: Do you take cash payments in-store?
A: We operate a cashless stores in the UK. All payments must be made on card.


Q: Where do you deliver?
A: We deliver to all UK addresses in mainland United Kingdom and Northern Ireland excluding the Channel Islands. International delivery outside of the UK is not available at the moment.

Q: Do you deliver internationally?
A: International delivery is not currently available.

Q: I am not in a deliverable area, will you be expanding?
A: We are working on expanding our delivery scope and will update you as launch dates are confirmed.

Q: What delivery options are there for the UK (minus exclusions above)?

Showcase delivery is £7.95 inc VAT.

Due to the nature of sample sales, the processing time of your order to be fulfilled is between 2 – 30 days dependant upon the brand and their individual warehouse capabilities.

You will receive an email notification or SMS with your estimated delivery date and tracking number.

Click and collect: You can also use our Click & Collect service if available, just select Pick-up in store at the checkout. You will receive an email confirmation with your pickup date. You have 7 days to collect your parcel from the date it arrives at our store. Please provide your confirmation and ID upon collection. Please note this service is not available for all sales.

Q: How can I track my parcel?
A: As soon as we start packing your order, we will send you a shipment confirmation email with the delivery information and a link to track your order online. Please visit our deliveries page for further updates.

Q: What does ‘Brand Fulfilment’ mean for delivery?
A: In some instances, the brands we work with fulfil your orders directly from their warehouse, meaning the stock never passes through Showcase. If your order is being fulfilled by the brand, you will receive shipping confirmation, including tracking details directly from the brand.

Please direct any queries regarding your order to our Customer Care team at [email protected].


Q: Can I return my purchases and get a refund?
A: For in-store events, we do not accept any refunds or exchanges and items are sold as seen. For online transactions, should an item be genuinely damaged in a way that isn’t clearly described, we will refund you. Please contact Showcase Support at [email protected] within 14 days to notify us. Return shipping costs are non-refundable.

The following items cannot be returned due to hygiene reasons:

1. Swimwear or underwear
2. Face and body products if opened, used or protective seal is not intact
3. Pierced jewellery

All returns will be checked by the brands for authenticity.

Please note in order for us to continue to provide highly discounted sample sales to our community both in-store and online, we operate a very strict returns policy.

Q: How do store credits work?
A: Should you be eligible for store credit, the agreed amount will be allocated to your account for a period of 12 months. You will be able to use this credit against all Showcase managed online sample sales.

Q: Can I exchange an item?
A: Due to the nature of sample sales, we are unable to offer exchanges.

Q: Can I get a refund if the price has changed since I ordered or purchased?
A: Due to the nature of sample sales, we reserve the right to change prices throughout the duration of the sale both up and down. Unfortunately, we will not be able to offer any refunds in this case.

Q: I am missing an item from my online order. What can I do?
A: Please contact Showcase Support at [email protected]  within 48 hours of receipt of your order.

Q: Can I amend my online order after it has been placed?
A: As we work really fast to get your order picked, packed and over to you, you are unable to amend your order after it is placed.


Q: Where is Showcase located?
A: We currently have two stores located in London

Showcase Regent Street, 12 Regent St. St James, London, SW1Y 4PE

Showcase Icon, The Icon Outlet at The O2, Peninsula Square, London SE10 0DX

Q: Is there parking available?
A: There is on street metre parking available nearby Showcase Regent Street St. Jame’s. 

Parking is also available at Showcase Icon. You can enjoy 4 hours free parking when you spend £35* or more in Icon Outlet. There are over 2,000 spaces available in Car Parks 2, 3 or 4. To claim your free parking simply take your parking ticket and receipts to the Welcome Desk, which is situated at the main entrance of The O2, on your departure. See here for full terms and conditions. 


Q: Is there disability access?
A: Yes, both of our stores are accessible. 

Q: Can I enter on a different time to my ticket?
A: If you arrive early, arrive late, or are unable to attend your allocated timeslot, you will be required to book a new ticket at a time you are able to attend.

Q: Can I bring a plus one?
A: Tickets are only valid for one person. If you would like to bring a friend, they will need to register as a member at and book their own ticket. 

Q: How long can I stay in the store?
A: Please arrive at the start time of your booking. Your ticket permits you to stay until the end of your time slot. Should you leave the store, you will need to re-book a ticket to re-enter the store past your time slot. 

If you arrive less than 15 minutes before the end of your timeslot, you will not be guaranteed entry.

Q: Is there a cloakroom?
A: Showcase is pleased to provide a dedicated cloakroom to store your coat and bag; this is to make certain that security isn’t compromised throughout the venue and to provide you with a elevated shopping experience.  The cloakroom is mandatory and manned at all times, however, items are left at your own risk. 

Q: Is there an entrance fee?
A: Yes, £2 cash, or £3 by card for each event. 

Q: Can I bring a pushchair with me?
A: We are happy to welcome you and children to our store, however pushchairs will not be allowed within the event space. We do have an area at the front of the are where they can be stored, at your own risk. 

Q: Can I bring my dog with me?
A: Please email [email protected]  as this is dependant on the brand we are hosting. 

Q: Is food and drink allowed in the venue. 
A: We have our own independent coffee bar, Coffee and Friends, where you can purchase artisan coffee, luxury tea and hot drinks, which you can enjoy before entering or upon leaving the sale. 

No food and drink is allowed into the event space.

Q: Is photography allowed
A: Where the event is a public event and photography is permitted, we encourage you to share your experience and purchases via photos and videos, please don’t forget to tag us on our socials.






Please note that where photography is not permitted, this will be stated on the event page and with our in-store team. You may be asked to delete any images if found to take pictures and/or leave the event. Phones may be required to be checked into the cloakroom.

Q: What happens if the price changes, can I get a refund for the difference?
A: We reserve the right to amend prices. Refunds are not available. 

Q: Are there customer toilets available?
A: No, we currently do not have customer toilets.


Q: I am having trouble logging into my account. What can I do?
A: Please ensure you are using the same email address and password you registered with. If you can’t remember your password click on the ‘forgotten password‘ link on the login page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account.

Should you continue to experience issues, please contact Showcase Support at [email protected]