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 the only way to judge a size when you cannot handle the item first.
We buy in limited quantities and stop when they are gone. Stock is held by us, so what the page says is in stock is in stock, and dispatch does not wait on a supplier.
We mention what is awkward as well as what is nice: which colour shifts on screen, which size needs going up, which material demands a little care. It costs the occasional order and prevents far more returns.
Email reaches someone 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.
Every listing carries what we could confirm — materials, contents, and how it is meant to be used — and we say plainly when something could not be checked. Materials are named rather than described: a blend is given as a blend, not as a feeling. 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.
You are writing to the people who pack the orders. That is why a straightforward problem is usually decided in the first reply rather than passed to a second department.
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.
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. 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. Send a photograph and the order number, and the decision stays with you.
Questions about this page? Write to [email protected] and we will answer within one business day.