What we do differently, stated plainly enough that you can check it.
Every listing gives what it is made of, what comes with it, and anything worth knowing first. It is not glamorous, and it prevents most of the returns that otherwise start with 'it looked bigger online'.
We buy in limited quantities and stop when they are gone. Fewer colourways and less choice, and in exchange everything listed is genuinely in stock and leaves within a day or two rather than waiting on a supplier.
Product copy includes the awkward parts — which size runs small, which colour shifts on screen, which material needs care in handling. It costs the occasional order and prevents far more returns.
You are dealing with the people who pack the orders. That means a straight answer on delays and a same-reply decision on refunds and replacements, not a ticket number that moves between departments.
Plain instead of adjectives: materials named, contents listed, and anything uncertain left off the page. Composition is listed as percentages rather than as an impression. The result reads less like advertising and more like a specification, which is deliberate — a specification is something you can check after the parcel arrives. 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.
Messages are answered by someone who can refund, replace or chase a courier without asking anyone's permission. 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.
Orders are picked from our own stock, packed by the people who answer the emails, and given a tracking number that reaches you as the label is printed. 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. You do not need to prove anything beyond a photograph and the order number, and you choose which remedy you would rather have.
Questions about this page? Write to [email protected] and we will answer within one business day.