What we do differently, stated plainly enough that you can check it.
Plain rather than adjectives: what it is made of, what comes in the box, and how it is meant to be used. Anything we could not confirm is left off the page rather than filled in.
We would rather hold eight things properly than eighty badly. Fewer colourways and less choice, and in exchange everything listed is genuinely in stock and leaves within a day or two rather than waiting 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 a person who can refund, replace or chase a courier without escalating anything. That means a straight answer on delays and a same-reply decision on refunds and replacements, not a ticket number that moves between departments.
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. 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.
What the page says is in stock is held here, so a dispatch date does not depend on a supplier answering an email. 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.
If a size is wrong, tell us within thirty days of delivery and we refund to the original payment method. No restocking fee, no credit note in place of a refund.
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.