Q. How do I choose the correct size?
A: To help you select the perfect size for your jacket or trousers, we’ve created a detailed size chart. If your desired size isn’t listed, you can opt for a custom size by providing your measurements. Please note that custom sizing incurs an additional charge of +£11.
Q. Why do I need to check my emails?
A: We require a valid email address during registration or when placing an order. This ensures that you receive updates about your order, including tracking details once your item is shipped. Checking your emails regularly helps you stay informed.
Q. Can I exchange or get a refund?
A: Yes, we offer a 30-day easy return/refund policy:
- If you need to exchange your item due to an incorrect size, material, or product appearance and the error was ours, we will cover all shipping charges.
- If you selected the wrong size or want a different design, you will need to bear the shipping costs.
- For refunds, we guarantee a full money-back refund within 30 days if you meet the return policy criteria.
Q. How long does my order take to arrive?
A: Typically, orders take 8 to 10 working days to arrive. In some cases, such as for custom orders, it may take 15 to 18 working days due to the precise cutting and pattern-making process. This ensures a perfect fit and minimises inconvenience. We use fast and reliable courier services such as DHL, SkyNet, and TNT Express.
Q. Why is there a delay in responding to my emails?
A: We respond to all queries within 12 working hours, but due to the high volume of enquiries, it may occasionally take longer. Rest assured, we prioritise every email and ensure all queries are addressed as quickly as possible.
Q. Why does my jacket’s colour differ from the image shown on the website?
A: Slight variations in colour may occur due to lighting during photography. However, we always provide accurate descriptions of the item’s colour in its product specifications. Please review these details before placing your order. If you have any questions about the product, feel free to contact us for clarification to avoid any misunderstandings.
Q. What should I do if I encounter an error with my payment?
A: Ensure that:
- The card you’re using is not expired.
- Your billing address matches the one on your card.
- You have sufficient funds in your account.
- Your credit or debit card details are entered correctly.
- If using PayPal, verify that your PayPal account has enough funds.
Q. How can I speak to customer support by phone?
A: If you’d like to speak with our customer support team, please email us your contact number. Our team will call you within 12 to 15 working hours.
Q. Will I need to pay customs or import duties?
A: In most cases, buyers are responsible for paying customs or import duties once the item reaches the destination country. The person receiving the parcel will need to cover these charges. This applies to both retail and wholesale buyers.
Q. Can I make changes to my order after placing it?
A: Yes, but only if you email us within 24 hours of placing your order. After this time, your order is forwarded to production, and changes to colour, size, material, or design will no longer be possible once the item is in production or has been stitched.
