Delivery & Returns
All items are shipped using either Royal Mail, TNT, or FedEx. Royal Mail is used as standard for all orders, except where the customer has purchased a shipping upgrade, in which case we use Royal Mail Special Delivery for UK orders, and TNT or FedEx - whichever service is requested by the customer is what will be used and can differ depending on the customer's needs. If your package is lost or damaged in transit by Royal Mail, TNT, or FedEx, we will replace your order - just make sure to photograph the damaged package before opening in case of damage to the contents, and then photograph the damages to item(s) before wearing them. Any items that have been worn or shined by yourself cannot be returned.
If you prefer we use an alternative courier for your order, please let us know at checkout. The cost may vary from out standard shipping fees, and we are not responsible for lost packages when an alternative courier is used. Therefore we highly recommend using one of the three couriers listed above. If you are unsure, please contact us for more information.
For guaranteed delivery services, we can offer a refund of postage in the event the order does not arrive by the date specified. Should you require your item for a specific date, please leave plenty of time to allow for issues with customs and delivery to be resolved. We are not responsible for delays due to the shipping and cannot accept returns on orders that are made to order.
Delivery within the UK
After your item has been made, it will be shipped using Royal Mail First Class Signed For or Royal Mail Special Delivery unless another service has been requested. For Special Delivery, Royal Mail guarantees packages to arrive the next working day. First Class Signed For usually takes one working day but can sometimes be longer.
After your item has been made, it will be shipped using Royal Mail International Tracked and Signed For (where available) unless another service has been requested. International Tracked and Signed For usually takes 3-5 working days but can sometimes be up to two weeks.
Orders with upgraded shipping (which is different from rush orders with upgraded production) will be shipped using TNT or FedEx. This service is estimated to take 1-3 working days depending on your location. We are based in the UK, so the distance to you from the UK is what will affect the delivery time in this case. Delivery to Europe and the USA is estimated at 1-2 working days, whereas Australia is estimated at 3 working days. If you are unsure, please contact us for information.
Returns are unavailable on any made to order items because they are custom and made to your specific size and colour requirements. Ready to ship items are returnable if you change your mind - just contact us within 14 days of receipt of your item and then return it to us (at your expense) within 14 days (28 days for international orders). We do not accept returns on any sale items or any lingerie for hygiene reasons. Any returned items must be returned unworn and in the condition it was received. Please do not shine your pieces until you have decided you wish to keep them. We only refund shipping costs in the event that an item arrives damaged
In order to avoid issues with sizing, we recommend choosing a made to measure option, or contacting us to advise which standard size might suit you. We cannot accept responsibility for items ordered in the wrong size, but if this does happen we would be happy to make adjustments for a small tailoring fee (price will vary depending on the complexity of the modification required).
Cancellation is only accepted within 48 hours of ordering - if production has begun and you wish to cancel after 48 hours, then you may be eligible to cancel for a a fee (to recover costs that we are unable to recover from used or cut materials).
For rush orders, the cancellation period is reduced to 24 hours as production may begin immediately after purchase.