FAQ


Ordering

Q.  Can I cancel or change my order?
A.  We usually pack and ship orders the same day they come in, so if you need to make a change or cancel the order, it's fine so long as the order has not been shipped 

Q.  Do you price match?
A.  We work closely with our brands to ensure our prices are in line with theirs.  If you've seen a product elsewhere for cheaper - let us know and it's very likely we'll have some flexibility on pricing.

Q.  My order is a gift - can I include a gift message with no receipt?
A.  No problem.  Let us know if the order is a gift so we can ensure there are no prices inside the shipment.  If you'd like us to write a note, we can also do that.

Q.  Do you offer gift wrapping?
A.  We take great pride in our packaging.  Each item is individually wrapped in tissue paper, then a neutral brown wrapping paper, enclosed in handmade waxed string, with a custom wax seal stamp on the outside.  If you'd like something specific for a present, just let us know.

Returns

Q.  How do I make a return?
A.  Really simple - just click here to start the return process.  You'll be asked for your order number, then follow the instructions on screen.

Q.  Do you offer free returns?
A.  We offer free returns for all orders in Italy.  For the rest of Europe and rest of the world, return shipping is paid by the customer.

Q.  Can I exchange for a different size?
A.  No problem.  If it's a straight size swap just follow the return process, and as soon as we know, we'll put aside the size you want.  If the size you want is not available we will let you know immediately.

Q.  Can I have a refund?
A.  Also no problem.  You have up to thirty days to decide.  

Q.  I received the item as a gift, can I exchange the item or have a refund?
A. We can process a return for gifts, however the refund will be made to the credit card that was used for the original purchase.  In order to return a gift, simply follow the returns process here.

Q.  How long does it take to receive my refund?
A. Once we've received the product(s) you'd like to return, we inspect your return and then refund you. We usually process your refund the same day we receive your returned item. It then takes between 3-5 working days for the refund to arrive in your account.

Q.  What is your return policy?
A.  You can read the full returns policy here.

Q.  If I receive damaged or faulty goods what do I do?
A.  We carefully check each garment before we send it out.  In the event that you find something unsatisfactory, please get in touch with details.  If there is a fault, we will exchange or refund the order, and pay for the return shipment.

    My Account

    Q.  How can I earn points in your store?
    A.  Every time you make a purchase in the store you earn points that can be used for future discounts.  All you need to do is open a store account, and any future or past purchases will be added to your points balance.  Remember to use the same email as the order.  

    Q.  Where can I check my points balance?
    A.  In the bottom right of the screen you will see a tab called 'Rewards'.  You'll also see a link at the bottom of the site in the footer menu.  Click here and you'll be asked to login to your store account.

    Q.  How can I spend these points in your store?
    A.  You can use these points directly towards your next 
    purchases.

    Shipping

    Q.  When will my order ship?
    A.  We ship FAST.  Orders are shipped out each day at midday so if your order comes in before 11am that, it will go out the same day, and arrive with you the next day.  Otherwise, expect you order to ship the next day.  Unless otherwise stated, we always use Next Day Delivery with DHL.

    Q.  How do I track my shipment?
    A.  When you place an order you will receive updates by email, and Facebook Messenger if you request it.  There you'll be able to see the status of your order and shipment.

    Q. Do you offer expedited (fast) shipping?
    A.  Unless otherwise stated, we always use DHL Next Day Delivery.  On certain products you will have a choice between a Standard Shipping option and Next Day.

    Q.  What carriers do you use?
    A.  We use DHL Express for all shipments.

    Q.  Wil I have to pay customs duties on my order if I'm not in Europe?
    A.  If you live outside of the EU, then duties will be charged by the courier when you receive your goods.  The specific duty rate varies so it's very difficult to estimate.  Usually the rate is between 15-20%.

    Q.  My tracking link shows my order as delivered but I never received it?
    A.  In most of Europe, DHL will not deliver a package with somebody else unless specific instructions have been left.  In the UK, couriers give recipients the option to have their shipment left somewhere in case of their absence.  Be aware that when you ask a courier to do this, you are relinquishing them of any liability in the event of the package going missing or being stolen.