Typically, how long will my order take to get here?
The time frame for order delivery is divided into two parts:
- Processing time: Order verification, tailoring, quality check and packaging usually takes 3-4 working days.
Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination.
UK: 10-12 days
US/ AUS/ CAN/ NZ: 12-16 days
Europe: 15 days
Rest of the world: 14-20 days
Where is my order confirmation?
Please check first if you have received an order confirmation email upon placing the order. If this is not the case, most likely the payment has not gone through and the order has not been finally confirmed. If so, we advise you to check your bank account, paypal account or credit card statement if the purchase amount has been deducted. If not, please try again to place your order online. If the money has been taken from your bank and you have still not received a conformation email with 24hr please contact our customer service team at firstname.lastname@example.org. We do not send a separate shipment email. Your tracking information will automatically update upon shipment. You can check your tracking information on the Order Status Page.
I want to cancel my order. How do I do this?
If you would like to cancel an order, please contact us straight away at email@example.com and we will do our best to help. We try to process our orders as soon as they come in so our customers get their items as soon as possible. We can only cancel orders that have not yet been processed. We cannot accept order cancellations after this.
Will I be charged additional custom or import charges?
For UK, US, Canada, Australia, New Zealand, Italy, France and Germany there are no Custom or Import Charges. For any other countries, you can email us at firstname.lastname@example.org to find out if your country would entail any custom or import charges.
Item not delivered?
It is the responsibility of the customer to provide the correct shipping address and meet any requirements of their destination country. We do not offer refunds for an incorrect shipping. Once a parcel is shipped to your country it is directed to your local postal service. It is the responsibility of the buyer to be available to receive your parcel from the local postal service. If you do not collect your parcel it is at the discretion of your local postal service and we DO NOT offer any refunds in these events.
My order is faulty.
Each order will be thoroughly inspected by our team before it is shipped, however if an order arrives faulty, please email us within 24hrs of receiving your package with pictures of the damaged item. We will then be in touch with further instructions.
How do I return my product?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please be aware that our return address is different from the address stated on the package, if you return it to that address we will not be able to issue a refund.
Any return shipping costs are the responsibility of the buyer. Our return warehouse is based in Italy.
Can I track my package?
A tracking number will be available to view on your Order Status Page to you upon shipment of your items. Please allow up to 5-10 working days to check the tracking status for your parcel. If your tracking information is not working please contact us.
What if I receive some of my order but not all of it?
We work with many suppliers all over the world to give you the most up to date trends at the most affordable prices. If you receive some of your items but not all of it don't worry - we haven't forgotten it. The rest is on the way!