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. Anything we could not confirm is left off the page rather than filled in.
We would rather hold eight things properly than eighty badly. Stock is held by us, so what the page says is in stock is in stock, and dispatch does not wait on a supplier.
Where a size runs small or a material needs careful handling, the page says so. It costs the occasional order and saves far more returns.
Email reaches a person who can refund, replace or chase a courier without escalating anything. You get a straight answer on delays and a decision in the first reply rather than a ticket number.
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. It makes for duller copy and fewer surprises.
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. You do not have to explain yourself, keep the packaging perfect, or accept store credit instead of your money.
Picking happens here, on business days, and the tracking number is sent when the label is generated rather than when the order was placed. If a line cannot be picked, you hear from us before the rest of the order ships.
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.