SHIPPING & DELIVERY
Due to the current COVID situation we are operating with reduced staff and extended leadtimes. To ensure the safety and well-being of our staff we are operating with social-distancing. This means orders placed will now take between 3-4 days to process and then a further 2 days for delivery (this excludes any made-to-order items such as embroidery).
We offer FREE Delivery on all UK Address orders. All UK orders are shipped on a Royal Mail Tracked 48 Hour Service.
We can deliver to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options costs for your choice. Depending on the shipping option you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
We aim to ship all orders as quickly as possible. Due to current circumstances with COVID-19 our couriers such as Royal Mail can take a little longer for their parcel to reach you. Visit our COVID-19 page for updates and more details around how the pandemic may affect our shipping.
Please refer to the tracking number in your shipment confirmation email for updates on your order delivery.
For customers outside of the UK, you are responsible to pay import duty and taxes as set out by your country's customs department. To note, import duty costs are not included in our prices or shipping quotes.
If you are not satisfied with your purchase, you have 30 days to return a product for exchange or refund from receipt. If there are any issues with your order such as missing goods, damaged outer packaging or any product defects, you must report straight away by contacting email@example.com
When reporting an issue, please ensure you have photographic evidence as we will ask for this to conduct our investigation.
HOW TO RETURN
You can request a return/exchange on ordered items by either:
A. Logging into your account -> Under ‘My Account’ Menu selecting ‘Complete Orders’ -> Selecting the ‘Return Item(s)’ button
B. Getting in contact with us via the contact form or emailing firstname.lastname@example.org
Please provide the following information below:
- Order Number (can be found on your order confirmation email)
- What products you would like to return/exchange
- Reason for your request (and images if applicable)
We will then be in touch with instructions of how to return you item.
Please note, you will be responsible for covering the cost of the return postage unless your order is damaged.Returned items remain your responsibility until they reach us, please make sure they're packed up appropriately to avoid damage and ensure you get proof of postage.
Policy: Refunds will be issued if items are returned in their original unworn condition with all original labels attached. Returns that are damaged, soiled, scented, worn or altered will not be accepted and could be sent back to you.
If you request a refund of the original purchase price, this will be issued back to the original payment method within 14 working days from the time of receiving your items. Please note – we will only issue this refund if your received item is in line with our returns policy as stated above.
Abuse of returns policy, such as repeat refunds with no valid reason, free wardrobing & chargeback fraud will not be accepted. We reserve the right to deny any refund/exchange that goes against our returns policy.
Exchanges are available up to the same value of your original order value (if more you may be requested to pay the difference).
Please note you will be responsible for covering the cost of the return postage unless your order is damaged.Returned items remain your responsibility until they reach us, please make sure they're packed up appropriately to avoid damage and ensure you get proof of postage.
When we receive your item, we aim to dispatch your exchange request within 10 working days. You will also receive a confirmation email from our Customer Service Team confirming receipt of your parcel.
Please note our embroidered garments are ‘made to order’. Due to this we are unable to offer a full refund except where there is a fault in the product. Exchanges for a different size of the same garment are possible. Please refer to the size guides in the product description before placing an order.
Please note that we can’t accept returns or exchanges on Face Masks due to hygiene reasons.