DELIVERY & RETURNS
CURRENT DELIVERY STATUS
All of our products are currently being fulfilled within normal timescales. However, shipping delays are being experienced globally, which can make it difficult to predict precise delivery dates at this time. Please allow up to 3 additional days on top of the usual timescales below.
Last updated January 23rd, 2022
When Will My Order Arrive?
Usually, it takes 1–3 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 5-8 Business Days
UK & Europe 5-8 Business Days
Australia 5-10 Business Days
Japan 5-8 Business Days
Rest of the World 5-20 Business Days
Most deliveries are arriving ahead of the current expected timescales, however, the above service level agreements should be taken into account.
Where Will My Order Ship From?
We work with an on-demand fulfillment company with facilities worldwide. This means that we are able to offer global shipping for all of our customers from the most efficient fulfillment centres. When the item you’ve purchased is out of stock at your nearest centre, we can still fulfil the order elsewhere.
Will I Be Charged Customs For My Order?
An additional customs and tax fee can occur on some 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.
In some instances the delivery may take longer than the standard shipping times stated above. Most of these delays are caused by international customs processing that we cannot control. Please contact us if your package is taking too long to arrive and we will work with you to resolve the situation.
My Order Should Have Arrived By Now. What Should I Do?
Prior to getting in touch, please help us out with the following:
- Check your shipping confirmation email for any errors in the delivery address
- Ask your local post office if they have your package
- Check with your neighbours in case the courier has left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbours, get in touch with us via Live Chat or here with your order number.
How Do I Choose The Right Size?
Every item of clothing in our store comes with a size guide, displaying the chest and length measurement in inches. We have also provided an indication of corresponding (international) sizes which can be used as a guide to help. For accurate measurements, the specified inches should be used.
How Do I Track My Order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line here or speak to us on Live Chat.
I Have Received an Incorrect/Damaged Product, What Should I Do?
We’re so sorry if the product you ordered is damaged. To help us resolve this for you quickly, please email us within 7 days of receiving your items, quoting your order number and attaching photos of the error/damage.
If you believe the clothing has mislabelled sizing, please include photos (garments to be laid flat) showing measurements in inches and we’ll send you a new one.
What Is Your Returns Policy?
As each item is made to order, we regret that we cannot offer returns or exchanges. If there’s something wrong with your order, we will do everything we can to make it right. Please let us know by contacting us here or speak to us on Live Chat.
Do You Offer Refunds?
Refunds can only be offered to customers that receive wrong or damaged items. If any of these apply, please contact us and we’ll sort it out for you immediately.
Can I Exchange an item for a Different Color/Size?
As all orders are custom made, we are unable to offer exchanges. If you’re unsure which size would fit best, check out our size guides – we have one for every item of clothing listed on our store (in the product description section). The international sizes are provided as an average indication, please use the exact product measurements (in inches) to select the correct size.
Please ensure any claims for incorrect/damaged products are submitted within 4 weeks of receiving the items.
For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date.
Any claims deemed to be an error on our part will be covered at our own expense.
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