Customer Care
Shipping & Returns
Written plainly, because you should know exactly what happens before you order — not after.
Last updated 26 August 2026
Shipping
Orders are processed in 1–3 business days, then shipped. Processing time is separate from delivery time — add them together to know when your piece arrives.
Processing
Every order is packed by hand: garment folded, dust bag, authenticity card matched to the run tag, foil box sealed. That takes 1–3 business days from the time you order.
During a drop week, processing can reach 5 business days because everything ships at once. If that happens, you will be told by email — you will not be left guessing.
Orders placed on a weekend or a US holiday begin processing the next business day.
United States
| Method | Delivery | Cost |
|---|---|---|
| Standard | 3–7 business days | $8 |
| Express | 1–2 business days | $25 |
| Standard on orders $150+ | 3–7 business days | Free |
Delivery estimates start the day your order ships, not the day you place it. Every order ships with tracking, sent to you by email as soon as the label is created.
International
| Region | Delivery | Cost |
|---|---|---|
| Canada | 7–14 business days | $25 |
| United Kingdom & EU | 10–21 business days | $35 |
| Rest of world | 14–28 business days | $45 |
Customs duties and import taxes are not included and are your responsibility. Your country charges these, not us, and we cannot predict or refund them. If a parcel is refused at customs and returned to us, we refund the item cost minus original shipping.
Our shipping promise
If we cannot ship your order within 30 days of receiving it, we will email you, tell you why, and offer you a full refund — no argument, no waiting on hold. You do not have to ask.
This is US law under the FTC Mail Order Rule, and we would do it anyway.
Wrong address
Check your address before you confirm. If a parcel is returned to us because the address was wrong or incomplete, we will resend it once you cover the second shipping cost — or refund the item and keep the original shipping.
Caught the mistake early? Use the contact form straight away. If the label has not been printed yet, we can fix it free.
Lost or stolen parcels
Tracking says delivered but nothing is there? Tell us within 7 days. We will open a carrier investigation and stay on it with you. If the carrier confirms the loss, we replace the piece or refund it in full.
Returns & Exchanges
30 days from delivery. Unworn, tags attached, in the original box. Nothing in the collection is final sale.
What we accept
You may return any piece within 30 days of the delivery date if it is:
- Unworn, unwashed, and free of odour, marks, or pet hair
- Still carrying its attached tags, including the numbered run tag
- Returned in the original foil box, with the dust bag and authenticity card
Footwear must be tried on indoors, on a clean surface. Soles that show outdoor wear cannot be accepted. The shoe box is part of the product — return it undamaged, not used as the shipping carton.
What we cannot accept
- Anything worn, washed, altered, or damaged after delivery
- Pieces returned without the run tag attached
- Gift cards
- Anything sent back after the 30-day window without arranging it with us first
Limited and numbered runs are returnable like everything else. A limited edition is not an excuse to keep your money.
How to start a return
- Use the contact form and choose Return or exchange.
- Include your order number and tell us which piece and why.
- We reply within 1 business day with return instructions and an address.
- Ship it back within 14 days of getting those instructions.
Please do not send anything back before contacting us — unannounced returns are easy to lose, and we cannot refund what we cannot identify.
Who pays return shipping
| Situation | Return shipping |
|---|---|
| Changed your mind | You pay |
| Doesn't fit — first exchange | We pay |
| Doesn't fit — later exchanges | You pay |
| Wrong item sent | We pay |
| Arrived damaged or faulty | We pay |
Your first size exchange on any order is free, both directions. Buying clothes you cannot try on is hard enough without being charged for guessing wrong.
Refunds
Once your return arrives we inspect it within 3 business days and refund to your original payment method.
Your bank then takes 5–10 business days to show it. That part is out of our hands — if your refund is confirmed on our side but has not appeared after 10 business days, contact your bank first, then us.
Refunds cover the item. Original shipping is refunded only when the return is our fault.
Exchanges
Exchanging for a different size or colorway? Say so when you start the return and we will hold the replacement for you where stock allows.
Limited runs sell out. If your size is gone by the time your return reaches us, we refund you in full instead — and tell you straight away rather than sitting on it.
Damaged, Faulty, or Wrong Items
If we got it wrong, we fix it at our cost. Always. This is not conditional on the 30-day window.
Open your box the day it arrives and check the piece. If something is wrong — damaged in transit, a fault in the garment, the wrong item, a foil crest already lifting — tell us within 7 days of delivery.
What we need
- Your order number
- Photographs of the problem, and of the shipping box if it was damaged in transit
- A sentence on what is wrong
What happens next
We reply within 1 business day. You choose: a replacement, or a full refund including all shipping. We send a prepaid return label. You are never out of pocket for a mistake we made.
A manufacturing fault that shows up later — stitching failing at a seam, hardware breaking under normal use — is still our problem. Contact us. We will look at it honestly and put it right where it is genuinely a fault rather than wear.
Cancelling an Order
Orders can be cancelled for a full refund any time before they ship. Because we pack quickly, that is usually a window of about 24 hours.
Use the contact form immediately. If it has already gone out, treat it as a return instead.
Talk to Us
Every message goes to the owner of this house — not a ticket queue, not an outsourced desk. We answer within 1 business day.
If something in this policy seems unfair once it is applied to your actual situation, say so. Policies are written in advance for the general case; real situations are specific, and we would rather get it right than hide behind a paragraph.