FAQs

Delivery & Returns

We work with a production partner that has fulfilment centres in various locations across the globe (including the EU, USA and Mexico) this allows us to deliver worldwide*. Shipping rates vary depending on destination, amount of products and which location they are fulfilled in. Please be aware that not all products are available in all facilities, so it is not always possible for products to ship from the facility closest to you. The final shipping cost and delivery time is calculated live at checkout. But good news! If you spend more than £100/$150 you don’t have to worry about shipping costs!

*excluding Cuba, Crimea, Iran, North Korea, and Syria

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

The estimated time of your delivery will be calculated live at checkout.

We are proudly not a ‘fast fashion’ brand and products are created after you place your order ensuring zero wastage. Usually, it takes 3–7 days to fulfil an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

● USA: 3–4 business days

● Europe: 6–8 business days

● Australia: 2–14 business days

● Japan: 4–8 business days

● International: 10–20 business days

We trust our production partners to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will always keep you updated as much as we can.

[Covid-19] 

Our fulfilment times may be longer than usual and may continue to increase until things get back to normal. We’re seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges. 

If your estimated window for delivery has past and your order has still not arrived please contact us and we will look into it for you.

Before getting in touch with us, please help us out by doing the following:

● Check your shipping confirmation email for any mistakes in the delivery address

● Ask your local post office if they have your package

● Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn’t left at the post office or at your neighbour’s, get in touch with us with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost (even if your order was originally eligible for free shipping.)

For packages lost in transit, all claims must be submitted no more than 2 weeks after the estimated delivery date. 

Fear not! If your order contains products with different processing times and/or products fulfilled in different locations you will receive multiple parcels. If however your estimated delivery window has passed and you still haven’t received all your items, please see above ‘What should I do if my order hasn’t been delivered yet?’

If you need to return an item due to it being defected/damaged please see below the section ‘Order issues’ instead.

Unwanted items

Please be mindful that we are a small business and that processing returns can be a big cost for us even if you pay for the return postage. All of our products include size guides so please make sure you check those to minimise needing to return items due to the wrong size having been ordered. 

For EU consumers we would like to highlight that as our products are created on demand the moment you place your order, they are not covered by ‘the right of withdrawal’. According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,

Returns are therefore solely accepted out of our good will and our desire to keep our customers happy.

With all that in mind, if you do receive an item you no longer want please contact us.

We will provide you with the return address for the particular items within 48 hours of receiving your request and you may return it in their original condition at your expense

You have 15 days from the day you receive your item to return it for a full refund to your original payment method.

You have 30 days from the day you receive your item to return it for a coupon code of the same value.

We aim to refund you within 14 days of receiving the returned item.

Proof of postage

We strongly recommend you get proof of postage when returning an item and that you use a tracking service.

Items that can’t be returned

  • Face + Body products if opened, used or protective seal is not intact
  • Underwear if the hygiene seal is not intact or any labels have been broken
  • Swimwear if the hygiene seal is not intact or any labels have been broken
  • Pierced jewellery if the seal has been tampered with or is broken.
  • Personalised or Custom made items.

None of this affects your statutory rights.

Original condition

All returned items should be sent back in their original condition together with the original packaging and all brand tags.

Footwear – only try on footwear on carpeted floors to protect the soles. They must also be returned with the original box (if any) and original dust bags (if any).

All items are inspected on return. Of course, it’s fine to try an item on like you would in a store, but don’t actually wear or use it. When trying on clothing please be careful with the item (don’t use unnecessary force) and don’t wear make-up, perfume, cologne, deodorant or antiperspirant as these can mark and leave scents on the item.

If an item is returned to us worn, used, damaged or in an unsaleable condition, or where the above instructions have not been followed, we won’t be able to give you a refund and we may have to send it back to you and ask you to cover the delivery costs. Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.

None of this affects your statutory rights.

Fair use

If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please contact us, we’ll be happy to discuss it with you.

Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered.

This doesn’t affect your statutory rights.

Unfortunately this isn’t possible. However, if you prefer to receive a coupon code over a refund just let us know!

If you used a tracking service to return your items please check with them. If not please contact us and we can confirm.

This may be possible. However, we please ask you to contact us to check before doing so.

Order Issues

We are really sorry to hear that, and we promise this is extremely rare. If you have received a faulty item please contact us with your order number, photos and details within one week of receiving your order. We will pass those details to our production partner and get back to you with possible solutions ASAP.

It is very rare that we ask you to return a faulty item, but if we require your items to be returned we will reimburse you for the cost of postage. Please try to give as much detail as possible from the beginning to ensure quicker processing.

Please note any claims for misprinted/damaged/defective items must be submitted within 1 week after the product is received.

First we please ask you to check your order confirmation e-mail and make sure you have indeed received an incorrect item. If such mistake has indeed happened on our end, please contact us and we will sort it out. We might ask you to return the item to our production partner and will reimburse you for the return cost. In addition we will ensure you receive the correct item as soon as possible unless you prefer a refund.

If your order contains products with different processing times or products fulfilled in different centres, you will receive multiple parcels.

If you still think a parcel should have contained an item it doesn’t please contact us and we can look into it for you.

Due to the small business nature of our shop amending or cancelling an order is not always easy. You can request a cancellation from your account or contact us with your request. If our production partner has not processed your order yet then absolutely we will cancel it for you. If however the order has already been processed we will have to ask that you wait to receive the items and then contact us again to arrange a  return at your expense

Payment & Promotions

Our website is connected to PayPal checkout and Stripe. This means you can choose to pay with your PayPal account or with any major debit/credit card. Stripe also offers a ‘buy now’ option which connects directly to your Apple Pay or Google Pay accounts (providing you have those set up on your browser).

We accept payments in Pounds Sterling (GBP) and United States Dollars (USD). As we are based in the UK, the default currency is Pounds Sterling, but you can switch to USD at the bottom left of every page on the site.

Absolutely. PayPal and Stripe both offer world class security. Please check our Privacy Policy for more details.

Easy! On the Cart page you will see a field to add your coupon code and click ‘apply’. If you have gone straight to the Check Out page then you will see a notice at the top asking if you have a coupon code to add. Please note if you click ‘buy now’ you will go straight to the Google Pay or Apple Pay checkout of your browser and will therefore not be given an option to add a coupon code.

Normally no, you can only use one coupon code per order. Occasionally we might issue you with a coupon code that can be used in addition to another one. If that’s the case it will be clear at the time of issuing.

Still need help? Contact us.

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