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 not glamorous, and it prevents most of the returns that otherwise start with 'it looked bigger online'.
Small quantities, then 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. A description that only lists strengths is a sales page, and it is the reason people stop trusting product copy.
You are dealing with the people who pack the orders. Replies normally come within one business day, and we will tell you when something is outside our control rather than leaving you guessing.
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. Composition is listed as percentages rather than as an impression. It makes for duller copy and fewer surprises. 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.
Messages are answered by someone who can refund, replace or chase a courier without asking anyone's permission. That is why a straightforward problem is usually decided in the first reply rather than passed to a second department.
If a size is wrong, send it back within thirty days and we refund to the original payment method. 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. 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.