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 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.
Product copy includes the awkward parts — which size runs small, which colour shifts on screen, which material needs care in handling. A description that only lists strengths is a sales page, and it is the reason people stop trusting product copy.
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. It makes for duller copy and fewer surprises.
What the page says is in stock is held here, so a dispatch date does not depend on a supplier answering an email. That means a sold-out item disappears instead of turning into a backorder, and the quantity wording on the homepage matches the number of listings you can actually open.
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.
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. No restocking fee, no credit note in place of a refund.
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. Nothing waits on a supplier's warehouse count before it can be sent.
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.