Exchanges & Refunds
Exchanges only, within 3 days of delivery. Please read before you order.
No cancellations
Every piece is stitched for you after you order, so an order can’t be cancelled once it’s paid. Until stitching starts you can still change your measurements, and until it’s ready to ship you can change the delivery address, from your order page.
No refunds
We don’t offer refunds or returns for money — only exchanges, as described below. The one exception: if your parcel is never delivered and comes back to us, we may refund the full amount you paid to your original payment method.
What we exchange
Within 3 days of delivery you can ask for an exchange if a piece arrived damaged (you get the same piece again), if we sent the wrong item (you get the piece you ordered), or — for ready-made sizes only — if the size doesn’t fit (you get another size of the same product in the same colour; sizes cost the same).
Custom-fit pieces
Pieces made to your measurements can be exchanged only if they arrive damaged or we sent the wrong item. They can’t be exchanged for fit or size.
Open-box video
For a damaged or wrong-item exchange we need a video of you opening the parcel, from the sealed package to the piece inside, showing the problem. It can’t be recorded after opening, so please film every unboxing. Size exchanges don’t need a video.
How it works
Request the exchange from your order page. Once we’ve checked your request (and video), a courier collects the piece from you. When it reaches us and we’ve inspected it, we stitch your new piece and send it to you. Pickup and delivery are free.
Limits
Each piece can be exchanged once. If the piece we send you in exchange itself arrives damaged or wrong, you can ask once more, within 3 days of that delivery, with an open-box video. A request we can’t approve doesn’t use up the piece — you can send a clearer video while the window is open.
Failed payments
If a payment fails, no order is placed. Any amount your bank debited is reversed by the bank automatically, usually within 5–7 working days — this isn’t a refund from us.