When will my order be dispatched?
When you place an order with us, your credit card or alternative payment method is automatically charged by PayPal or Stripe, depending on who you have chosen to use as your payment provider during checkout. After this, we will review your order and either begin to manufacture your garment(s) to your specifications, or ship it directly to you if it is a prepared and pre-packaged garment.
Our standard waiting times for all orders are as follows: Once your order has been placed and your payment method has been verified by your chosen provider, we will begin processing your order for dispatch. Typically, processing times vary from 7-10 business days. This timeframe is reflective of the time taken to hand-print, pack and verify the items within your order. After this period your order will be fulfilled and dispatched via Royal Mail.
Royal Mail offers UK customers a delivery estimation of 2-3 business days for your order to be delivered. For our international customers, please allow 5-7 business days for your order to reach you after receiving your dispatch notification email.
We currently dispatch orders every Monday, Wednesday and Friday. This excludes bank holidays. During busy seasons, we move to our daily dispatch timetable of 6 days a week, excluding Sunday.
But of course, if you are in a particular rush to receive something - contact us and we'll see what we can do.
Please note that all timeframes above are estimations. Delays in order processing may be unavoidable during busy periods, but we will endeavour to meet the timeframe given.
Hey, where's my order?
As mentioned above; the usual waiting period for delivery, after dispatch, to UK residents is 2-3 business days. If delivery exceeds this period, please do not hesitate to ask us about the whereabouts of your order using our handy 'Contact Us' page.
Alternatively, international customers (Anywhere outside of the UK) are estimated to receive their order 5-7 business days after dispatch.
Certain countries have different methods of processing international postage items through their customs clearance. For this reason we allow a maximum 21 day period for you to receive your order. If you have still not received your order after the 21 day period has passed, then please contact us so that we may assist you.
Please note that you may be required to pay import duty for your shipment once it has processed through customs in your country. While we think this is unlikely, please do not rule out the possibility of applicable fees and charges issued from your customs department.
My order has been lost in the mail. Can you send me another?
We do not take responsibility for any orders that are lost in the mail. All UK orders are sent via Royal Mail Second Class SignedFor and each package is trackable using a unique code. If you really think your order has been lost, contact us and we’ll help you to trace it using your tracking number. If it appears that your order has been lost in transit, we will attempt to raise a loss claim with Royal Mail and advise you on the next steps we can take to ensure your order makes it to you safely.
International orders are sent using Royal Mail International Standard AirMail and are not able to be tracked. For this reason we take no responsibility for lost packages. If you really want to get an international order tracked, get in touch and we’ll sort it out for you. We retain all necessary shipping documentation and will supply you with scanned evidence of your shipment at your request.
We opt for this economy shipping service for our international customers because of the affordable prices. We firmly believe that it is a robust and guaranteed service provided by Royal Mail.
Can I cancel my order?
Once placed, orders cannot be cancelled. Due to the made-to-order nature of the majority of our pieces, once an order is placed and it has entered the production queue, it may not be cancelled.
If you wish to amend your order details such as your delivery address, the sizing of select pieces within your order or increase the quantities of products within your order, please contact us as soon as possible to make these changes.
If your order has already been dispatched, we are unfortunately unable to change your delivery address or redirect your order.
I wasn't in to receive my parcel, where is it?!
If you reside within the UK, your package will require someone to be in at your delivery address to sign for it. If there is no one present to receive your package, you will be left a calling card through your letterbox from Royal Mail stating that you can collect it from your local Post Office/Sorting Office Depot in 24 hours time - bring identification for the name and address associated with your order just in case! They like to keep your package safe and secure.
For any residents outside of the UK, the same method applies - your local postal service will issue a collection card through your letterbox. If your package remains uncollected after 14 days (in some cases it is 28 days), it will be returned to us. We will then attempt to contact you and rearrange delivery, which requires another postage payment to be made. If after a further 30 days you have not contacted us, your order will be terminated and the transaction amount withheld by us to cover the cost of administration.
How do I care for my garment lovingly?
What exactly are you here to do?
Create without limits. Embed feelings and thoughts into garments. Think deeply.