Help and FAQs
How do you ensure that the clothes are made ethically?
We only use factories in the EU which are governed under EU regulations. We visit our factories several times a year to ensure that our product is being made as it should be with care and fairness. Our clothes are all fully traceable back to the machinist due to small scale family run factories that we work with.
Is the organic cotton you use certified?
Yes - all our organic cotton is sourced from GOTs certified mills.
How can I trace where my clothes were made?
You can trace where each garment is made by simply looking at the symbols on each product page. Alternatively if you would like further information please contact us and we will be happy answer your questions.
Do you visit the factories to see where the clothes are made?
Yes - we visit our factories in Portugal regularly throughout the year to make sure everything is progressing as it should be. We also visit our English factory regularly allowing us to ensure that the production process is at the best standard to produce quality products.
Why can't I place an item in my basket?
If you're having an difficulties using the website, please inform a member of our team and we will sort this out for you.
Why I can't log in to my account?
If for some reason you cannot access your account, please let a member of our team know and we will look into this for you.
Can I amend my order once it has been placed?
It is possible for you to amend your order after it has been placed if it has not already been shipped. If you would like to amend your order then please let us know as soon as possible and we will do our best to help.
Are my details secure?
Yes - our website is very secure. We will take good care of your personal details and won't pass them on to any other companies.
Can I order and pay over the phone?
Yes - if you would prefer to place your order over the phone, please call +44 (0) 161 971 9010 and a member of our team will gladly take your order.
Is gift wrapping available?
All our orders are gift wrapped as standard with no extra charge. We think that every one of our customers deserves to be treated so we hope you feel special when you receive your order.
I'm not sure what size I need?
If you're unsure of our sizing, then please take a look at our Size Guide for advice. The majority of our clothing is either relaxed, loose fit or oversized meaning the sizing is very lenient. However, if you are unsure of a particular style or would like any advice, please email firstname.lastname@example.org and we will do our best to help.
Why haven't received an email confirmation for my order?
If you do not receive an order confirmation e-mail within a few hours of placing your order, please contact us to let us know and we will be able to help.
How can I track my order?
Once your order has been shipped, you will receive another confirmation email. If you would like to track your order, then please reply to this email. If you do not receive a confirmation email, then please get in touch.
Which courier do you use?
We use a range of couriers including DPD, Royal Mail and Parcelforce depending on the size and destination of your parcel. If you would like to confirm which courier will be used for your order, please contact email@example.com.
How long does delivery take?
From placing your order, we will always aim to dispatch your order within the next working day. Please visit out Shipping and Delivery page for estimated times.
UK: Within 3 working days
Europe: Within 7 working days
Rest of the world: Within 10 working days
Do I need to sign for my order?
Yes, your order will be sent via a 'signed for' service.
Returns and Exchanges
Do I have to pay for returns?
Yes - unfortunately we do not offer free returns. Please keep your receipt as proof of sending when returning your order until you have received your refund.
How long do I have to return or exchange?
If you would like to return your order, you have 14 days from the date you received your order to either exchange or request a refund. If you are unable to return your order within 14 days, then please inform us of your return within the 14 days period either by email or telephone and we will accept your return.
I have lost my returns slip. What do I do?
Please email firstname.lastname@example.org and we will send you a new one. Alternatively, just pop a note in with your order including your name, the order number and whether you'd like to return or exchange.
If you have any other questions or enquires then please get in touch by contacting email@example.com.