FAQ #20
FAQs
Please read our FAQs page to find out more.
How long does shipping take?
Orders are packed within 1-2 business days. Standard delivery arrives in 3-5 business days, and express delivery in 1-2 business days.
Can I change my shipping address after ordering?
You can change your address while the order is still being processed. Contact us as soon as possible and we'll update it for you.
How do I track my order?
As soon as your order ships, we'll email you a tracking link so you can follow your parcel every step of the way.
What is your return policy?
Return any unused item within 30 days of delivery for a full refund. Just reach out and we'll send you a prepaid return label.
Do you ship internationally?
Yes, we ship worldwide. International orders usually arrive within 7-14 business days, and any duties are calculated at checkout.
What payment methods do you accept?
We accept all major credit cards, PayPal, Apple Pay, Google Pay and Shop Pay. Every payment is encrypted and processed securely.
How do I use a discount code?
Enter your code in the discount field at checkout and the saving is applied before payment. One code can be used per order.
Can I cancel my order?
Orders can be cancelled any time before they leave our warehouse. Send us your order number and we'll take care of it.
What if my order arrives damaged?
Send us a photo within 14 days of delivery and we'll ship a replacement or refund you in full, whichever you prefer.
How do I exchange an item for a different size?
Start a return for the item you have, then place a new order in the size you want. We'll refund the original as soon as it reaches us.
Do you offer gift wrapping?
Add gift wrapping at checkout and we'll pack your order in recycled tissue with a handwritten note of your choosing.
Didn't find your answer?
Don't hesitate to contact us
Client services
For anything else, speak with our client advisors.
Do your pieces come with a certificate of authenticity?
Every piece arrives with a numbered certificate signed by the atelier. Keep it safe, as it is required for valuations and future servicing.
Can a piece be engraved or personalised?
Engraving is offered on most designs and adds five working days. Choose your inscription at checkout, or write to us to discuss bespoke lettering.
Do you offer a made-to-order service?
Selected designs are made to order in our atelier, with a lead time of four to six weeks. We confirm the schedule with you before any work begins.
What warranty covers my purchase?
All pieces carry a two-year warranty against faults in materials and craftsmanship. Accidental damage falls outside it, though we are glad to quote for repair.
Do you offer repairs and aftercare?
Our workshop services pieces for as long as you own them. Send us a photograph and we will advise on the work and the cost before proceeding.
Is complimentary resizing available?
The first resizing within twelve months of purchase is complimentary. Contact us and we will arrange insured collection and return.
Is my order insured in transit?
Every order travels fully insured and requires a signature on delivery. Dispatch details follow as soon as your parcel leaves the atelier.
Can I book a private appointment?
Private appointments are available at the salon from Tuesday to Saturday. Book online or write to us, and we will set aside an hour with a consultant.
Can a piece be reserved before I decide?
Pieces can be held for seventy-two hours while you consider. Tell us which design interests you and we will reserve it under your name.
Do you provide valuation documents for insurance?
We prepare a formal valuation at current replacement value on request. Most insurers ask for this to be renewed every three years.
How is my order presented?
Each order is presented in our signature lacquered box, wrapped in tissue and ribbon. A gift message can be enclosed at your request.
Speak with an advisor
We reply to every enquiry within one business day.
Good to know
Can't find it? Browse the full help center.
How long does shipping take?
Orders are packed within 1-2 business days. Standard delivery arrives in 3-5 business days, and express delivery in 1-2 business days.
Can I change my shipping address after ordering?
You can change your address while the order is still being processed. Contact us as soon as possible and we'll update it for you.
How do I track my order?
As soon as your order ships, we'll email you a tracking link so you can follow your parcel every step of the way.
What is your return policy?
Return any unused item within 30 days of delivery for a full refund. Just reach out and we'll send you a prepaid return label.
Do you ship internationally?
Yes, we ship worldwide. International orders usually arrive within 7-14 business days, and any duties are calculated at checkout.
How do I find my size?
Every product page has a size guide with exact measurements. If you're between sizes we usually suggest going up, and we're happy to advise if you send us yours.
Where are your materials sourced?
We work with a small group of mills and workshops we've visited in person. Each product page lists its materials and where the piece was made.
Do you restock sold-out pieces?
Core pieces are restocked every few weeks. Join the waitlist on the product page and we'll let you know the moment it's back.
How should I care for my pieces?
Care instructions are on the label and on every product page. As a rule, cool washes and air drying keep things looking new for far longer.
Do you have a physical store?
Our studio is open Tuesday to Saturday and everything you see online is there to try on. Drop in, or book a fitting ahead of your visit.
Do you work with stockists?
We take on a small number of stockists each season. Send us a note with your shop details and we'll be in touch.
Still stuck?
Send us a note and a real person will get back to you.