Easy FAQ: How does this ethical shop work?
Take a peek at our easy FAQ to learn more about our shipping, orders, returns, exchanges, refunds and payments.
Do you offer free shipping?
If you are based in the UK or Europe, you’ve got free shipping. For clarity, here’s a list of all European countries this applies to:
- A, B, C–Albania, Andorra, Austria, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic
- D, E, F–Denmark, Estonia, Faroe Islands, Finland, France
- G, H, I, J–Germany, Gibraltar, Greece, Guernsey, Hungary, Ireland, Italy, Jersey
- L, M, N–Latvia, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands
- P, S–Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden
- U, V–Ukraine, United Kingdom, Vatican City
Where do you ship to?
We currently offer shipping to the UK, Europe, the USA, Japan, Canada, Australia and New Zealand. We will continue to work to offer shipping to anybody located in other regions and countries. If you live elsewhere and really love our products, shoot us a message and we’ll do our best to make it work!
When will I get my order?
Remember that we have adopted a sustainable made-to-order (aka, slow fashion) production model to minimise waste from our supply chain. Thus, an order normally takes 3 to 7 days to process. Following, this is shipped to you.
Your order’s estimated shipping time is:
- UK: 2 – 8 business days
- Europe: 2 – 8 business days
- USA: 9 – 21 business days
- Japan: 5 – 10 business days
- Other: 9 – 25 business days
Where do you ship from?
Your order will be fulfilled and shipped to you from Birmingham, Barcelona or Riga, whichever is closer and results in an even lower carbon purchase.
My order should have arrived by now but I still don’t have it. What should I do?
First of all, follow these steps:
- Check your shipping confirmation email and make sure there are no mistakes in the delivery address.
- Ask your local post office if they have your parcel.
- Check with your neighbours if the parcel has been left with them.
If your delivery address was correct and you are unable to locate your parcel, please get in touch with us at email@example.com with your order number (add this to the email subject line) or through Facebook chat. If this was incorrect, we can reship the parcel to you. Please, not that reshipping charges may apply.
Always double check your address during checkout for a smooth delivery.
How do I track my order?
You will receive a tracking link via email when your order ships out.
I received a wrong/damaged order. What should I do?
To help us resolve this for you quickly, please email us at firstname.lastname@example.org within a week of receiving your parcel. Please, include the following:
- Order number (add this in the email subject).
- Photos of the damage.
- Any other details you may have about your order.
We’ll then get back to you with a resolution as soon as possible.
Can I edit my order?
Yes, you can change the details in your order before it’s fulfilled. That includes the items you have ordered or the delivery address.
Email us at email@example.com or chat with us through Facebook as soon as possible to ensure your desired changes can be applied in time. We will check with our fulfilment partner and get back to you promptly.
Can I cancel my order?
Yes, you can cancel your order before it’s fulfilled and shipped out by contacting us. Please, note that if your order is already being or has processed steps when you contact us, we will be unable to cancel the order without incurring charges.
Returns and exchanges FAQ
Do you accept returns?
Yes, of course! We accept returns in the highly unlikely case you notice an issue with your order such as damage or defects. We say highly unlikely because all orders go through a 3-step quality check before shipping.
Note, however, we cannot accept returns for buyer’s remorse without incurring additional charges as your item has been made to order.
Do you offer refunds?
Remember that we have adopted a sustainable made-to-order production model to minimise waste from our supply chain. This means we are unable to offer exchanges unless your order has any defects or is mislabelled without incurring additional charges.
If you are unsure which size would fit you better, check our sizing charts. You can find these in each product’s description section.
Can I pay by card? Is it safe?
Well, of course! Your card payments are processed by Stripe, a secure payments provider used by nearly 2 million websites so you are always going to be protected.
Will I be charged customs for my order?
Additional customs and tax fees may occur on international orders. Note that this is out of our control.
Customs policies vary widely for every country, so please check with your local customs office to see if they will apply duties or taxes to your order.
Got any other questions?
Or are you satisfied with our ethical model?
Take a peek at our affordable sustainable clothing range, you’ll love it!