Contact
Contact
One inbox, read by an actual person. No phone tree, no ticket number, no chatbot pretending to be Sophie.
Email is the only way to reach us — and it's genuinely the fastest. We don't have a phone line, and we'd rather answer you properly than badly and quickly.
What to put in your email
One message instead of four
We can usually settle things in a single reply if the first email has what we need. Here's what that looks like, depending on why you're writing.
- Your order number
- A clear photo of the problem
- Which item, if you ordered several
- Don't send anything back — keep it
- Your order number
- When you ordered
- What the tracking link last said
- Your order number
- What needs changing, exactly
- Write immediately — the window is hours, not days
- Which product you're looking at
- What you'd like to know — fit, fabric, colour, sizing
- What you'd like: access, correction or deletion
- The email address you ordered with
- Design suggestions — always welcome
- Press, stockists, collaborations
- Photos of your own badly behaved cat
One thing to never send us: your full card number. We don't need it, we can't use it, and email isn't a safe place for it. The last four digits are plenty.
When you'll hear back
Honest numbers
- Most emails
- One to two business days. Often the same day if you catch us at a desk.
- Replacement claims
- One to two business days to confirm, then production time on top for the new item.
- Cancellation requests
- We watch for these and act as fast as we can, but production may already have started.
- Formal privacy requests
- Within one month, as the law requires — usually far sooner.
- Weekends
- We read email Monday to Friday. Anything arriving over the weekend gets picked up Monday.
If four business days have gone by with no word from us, something has gone wrong — a spam filter, most likely. Send it again and add a note that it's a resend. We'd much rather get your email twice than not at all.
Quicker than emailing
The five questions we get most
Where's my order?
Your tracking link arrives by email when the parcel leaves the facility. Most orders take 5–12 business days door to door: 2–7 to make, 3–8 to ship. If tracking hasn't moved in five business days, email us. Full detail on the Shipping & Delivery page.
Half my order arrived. Where's the rest?
Different products are made in different places, so orders are often split into two parcels with separate tracking numbers. Nothing is missing — the rest is on its way. If a week passes and it hasn't landed, write to us.
It doesn't fit. Can I exchange it?
Not for a different size, no — every item is made to order, so there's no stock to swap it with. If the measurements are clearly outside our published size guide, that's a fault and we'll replace it: send a photo of the item flat next to a tape measure. The Returns & Replacements page explains where the line sits.
It arrived damaged or misprinted.
Keep it. Take a clear photo and email it with your order number, and we'll arrange a replacement at no cost. Don't post anything back to us — a returned made-to-order item can't go to anyone else.
Can I cancel or change my address?
Only in the first few hours, before production starts. Email us immediately and we'll do everything we can. Once an item is being printed it can't be stopped, and a parcel sent to a wrong address can't be recovered.
What we can't do
Said plainly, so you're not left waiting
There's no phone number, and there's no returns address.
We're a small team and email is how we work — it means every question gets a considered answer rather than whatever the person on shift could remember. And because nothing we make exists before you order it, there's nowhere for a returned parcel to go. Faulty items are handled by photo instead.
If you'd genuinely rather speak to someone, say so in your email and we'll find a way. It just isn't the default.