What we do differently, stated plainly enough that you can check it.
Numbers rather than adjectives: flat measurements in centimetres, the exact points they were taken from, and the tolerance we work to. You can compare a chart against something you already own before ordering, which is the only reliable way to judge a size remotely.
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. A description that only lists strengths is a sales page, and it is the reason people stop trusting product copy.
You are dealing with the people who pack the orders. 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 flat measurements in centimetres, the points they were taken from, and the tolerance we work to — usually a centimetre and a half either way on a hand-measured figure. Composition is listed as percentages rather than as an impression. 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. 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.
Where the fault is ours we pay for it: prepaid return, replacement or a full refund including the shipping you paid. 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.