Shipping is available worldwide through different carriers, depending on the destination and the items ordered.
In terms of timeframe, as all articles are carefully made to order, they are only produced and shipped after the campaign end (check the countdown on the top of the product page). Within the EU and US, orders are typically delivered within 10 – 14 business days from the end of the campaign. For any other destinations, it will likely take one week more for delivery.
At the moment it’s not possible to request express shipping.
If you have ordered several items, these might be shipped in different parcels so you might receive them on different days.
We love to hear from our customers so we can keep improving our service and products. If there’s something that didn’t go as expected, please reach out to us here so we can analyse your case and try to find a satisfactory resolution.
Because each product is made to order based on the specifications customers select, we do not hold any stock. Therefore, we aren’t able to offer exchanges or accept returns under normal circumstances.
However, if there are any production flaws or the item is faulty, we kindly ask you to contact us here and send us:
1. A close-up photo of the label
- A photo of the item you’ve received upon a flat surface, with a measuring tool across the chest
We will then compare the measurements with the ones in our size guide and, in case of a mismatch, we will send you a replacement with the right size. There’s no need for you to return the faulty item
If by any chance the item you’ve received is faulty and/or not as advertised, please reach out to us here and send us some photos illustrating the issue. We’ll analyse the incident and once the fault is confirmed, we’ll send you a replacement. There’s no need for you to return the faulty item to us.
If you have ordered several items in the same order, these might be shipped in different parcels, as they might belong to different campaigns with different timings, and/or be produced by different suppliers. As such, you might receive these products on different days.
If the items you’ve received do not match the ones listed in the confirmation email we’ve sent you right after your purchase, we kindly request you to send us photographic evidence of the received items, by emailing us here. Once we liaise with the supplier and confirm the mismatch, we’ll immediately send you the items missing
If you have requested shipping to a country with import controls, your delivery may be held by Customs authorities. You may be required to liaise with this department as Customs and duty charges may be applicable depending on the country of origin, size, weight and/or value of your parcel. For this reason, you may be asked to provide an invoice for your purchase. You can request this from us here.
Note that import duties, taxes and brokerage fees, if applicable, are not included in our prices and should be paid by you. Therefore, we strongly recommend you to check Customs regulation in your country, bearing in mind that we usually ship from the EU or US.
If it’s already past the estimated time of arrival indicated in your confirmation email, we recommend you double check the delivery address for your order.
If the address you gave us is incomplete or incorrect, it’s likely that your parcel will either be delayed or returned to us. If it’s returned to us, we’ll make sure to contact you in order to get your full address before re-shipping it. Please be aware that the return process can take a considerable amount of time.
If the delivery address is correct and the estimated time of arrival has passed, you can reach out to us here. Please provide your order number and delivery address, and we’ll be happy to investigate this for you.
When you place your order, you immediately receive a confirmation email with all your order details and a magic link to your order tracking page. You can follow the status of your order up to dispatch by using that magic link or by introducing your order email address and order number in the ‘Track your order’ page.
We will also send you another email when the campaign ends and your order is sent to production, as well as when the production process is finished.
Parcels are then shipped with standard delivery. As such, once your order has been shipped, we can only offer estimated delivery timeframes. You can see these on your confirmation email and in your order tracking page.
If you’re having trouble accessing your order tracking page, please send us an email here with a description of the issue and a screenshot of the error message you’re getting, and we’ll be sure to help you out and give you the information you’re looking for.
Order changes and cancellations are only accepted within the first 24 hours. The exact date and time for this deadline are in the confirmation email you receive when you place your order.
For any other changes, send us a note before production starts at [email protected]
Once your payment is successfully submitted, your order is automatically validated and confirmed. We will immediately send a confirmation email containing your order details to the address you provided to us.
If you haven’t received a confirmation email and it’s not in your spam folder, please send us an email here with your order details. We’ll trace your order and send you a new confirmation email.
We strongly recommend reviewing your order details and delivery address before the end of the campaign as, after this point, we can’t make any changes or take responsibility for incorrect addresses leading to lost orders.
If you need to make a change to your order, you can do this by accessing your order tracking page via the magic link in your confirmation email. Here you’ll be able to change your product’s colour and size, as well as your delivery details – if the campaign hasn’t ended yet. Don’t forget to click on the “Save and confirm” button when you’re done.
In case you’d like to change the product or the quantity ordered, or to cancel your order, you should contact us here as soon as possible, so we can make these changes or process your refund.