Getting it to you, and back

Orders are checked and packed before they go anywhere. That window — the time between you paying and the parcel being handed to a carrier — is separate from transit time, and the two get added together. [CONFIRM: order processing time]

If you spot a mistake in your address or your size straight after ordering, tell us as soon as you can. Once a parcel is with the carrier it is out of our hands. [CONFIRM: how long an order can be amended or cancelled]

Delivery cost is shown at checkout, before you pay — you will not be asked for it afterwards. [CONFIRM: shipping rates by destination][CONFIRM: free-shipping threshold, if there is one]

Where we ship to, and how long each destination takes, is being set with the carrier now. [CONFIRM: countries and regions served][CONFIRM: estimated transit time per destination]

Orders crossing a border can attract import duties or local taxes, and who pays those depends on the destination and on how we file the shipment. We will state it plainly here rather than let it arrive as a surprise at your door. [CONFIRM: how duties, VAT and import taxes are handled]

When a parcel is handed over, tracking goes to the email address you used at checkout. If it has not appeared, check the spam folder before assuming something went wrong — that is where it usually is. [CONFIRM: carrier, and when the tracking email is sent]

Tracking that has not moved for a while usually means the parcel is sitting between scans rather than lost. If it stays still long enough to worry you, tell us with your order number and we will chase it from our side. [CONFIRM: point at which a parcel is treated as lost]

A piece can come back to us unworn and unwashed, with the tags still attached, in the condition it reached you. Back-print graphics mark easily, so keep it out of the wash until you are sure.

[CONFIRM: returns window, in days from delivery][CONFIRM: who pays return postage][CONFIRM: restocking fee, if any][CONFIRM: whether sale or archive pieces are returnable]

Refunds go back to the method you paid with. How long your bank takes to show it is up to them, not us. [CONFIRM: refund processing time once a return is received]

Most size swaps are simplest as a return plus a fresh order, because that way the size you want is held for you straight away instead of waiting on a parcel to travel back to us first.

[CONFIRM: whether direct exchanges are offered][CONFIRM: whether stock is reserved during an exchange]

Before you commit either way, the size guide explains what the four cuts do differently. It saves a lot of parcels.

If a piece arrives damaged, or it is not what you ordered, send us your order number and a photo through the contact form. A mistake on our side is ours to fix, and you should not be out of pocket for it.

One thing that is not a fault: garment-dyed and acid-washed pieces are finished after they are sewn, so no two are identical and the fade varies from piece to piece. That is the process, and it is why those shirts look the way they do.

[CONFIRM: replacement or refund for faulty items][CONFIRM: how long a fault can be reported after delivery]