What we do differently, stated plainly enough that you can check it.
Plain rather than adjectives: what it is made of, what comes in the box, and how it is meant to be used. It is the only way to judge a size when you cannot handle the item first.
We would rather hold eight things properly than eighty badly. That means fewer colourways and less choice, and it also means everything listed is genuinely in stock and ready to leave within a day or two.
Where a size runs small or a material needs careful handling, the page says so. It costs the occasional order and prevents far more returns.
Email reaches a person who can refund, replace or chase a courier without escalating anything. Replies normally come within one business day, and we will tell you when something is outside our control rather than leaving you guessing.
Every listing carries what we could confirm — materials, contents, and how it is meant to be used — and we say plainly when something could not be checked. Materials are named rather than described: a blend is given as a blend, not as a feeling. It makes for duller copy and fewer surprises. You can put a tape against something you already own before ordering, which is the only honest way to judge a size from a screen.
We hold what we list. When a line sells out it comes off the site rather than becoming a pre-order with an unknown date.
You are writing to the people who pack the orders. A refund or a replacement does not need escalating, so the answer you get is a decision rather than a holding note.
Change of mind is a valid reason to return something, and it is treated as one: thirty days from delivery, refunded to the method that paid. No restocking fee, no credit note in place of a refund.
Picking happens here, on business days, and the tracking number is sent when the label is generated rather than when the order was placed. Nothing waits on a supplier's warehouse count before it can be sent.
A damaged or incorrect item is replaced or refunded, and the return postage is ours. Send a photograph and the order number, and the decision stays with you.
Questions about this page? Write to [email protected] and we will answer within one business day.