Find answers to the most commonly asked questions about our products, orders, shipping, and returns.

Orders & Shipping

When will my item arrive?

Can I edit/cancel my order after I've placed it?

How do I track my order?

Where is my confirmation email?

My item is missing from my order. What do I do?

What are my shipping options?

Do you ship internationally / ship to my country?

Why has my order not shipped yet?

Can I ship to a PO Box?

Will I need to pay duties or taxes?

From where is my order shipped?

Why am I receiving multiple shipments for the same order?

Returns & Refunds

What is your returns policy?

How do I return an item?

Can I return/exchange sale, promotional, or final sale items?

Are any items excluded from return?

Can I return an item purchased from a boutique/stockist?

How long does it take to process a return?

Are returns free?

Can I exchange my order?

How do refunds work?

Can you issue my refund to a different payment method?

Payment

What payment methods do you accept?

Can I pay using Afterpay/Klarna/Global-e?

Are there any hidden costs when paying with payment platforms?

Do you charge VAT or sales tax?

Why am I paying sales tax now when I haven't on previous purchases?

Sizing & Product Details

How do I know my size?

What does 'oversized' mean?

Do you offer extended sizing?

What size does the founder typically wear?

Can you help me find my size?

How do I style my latest purchase?

What should I do if my item is damaged or defective?

Order Issues

I entered the wrong address. Can I change it?

My package is lost. What do I do?

Why did I receive a refund notification without requesting one?

I can't find the item I wanted / I see styles on social but not on your website.

Gift Vouchers / Gift Cards

Can online gift cards be used in-store?

General Store / Website Information

Do I need an account to make a purchase?

How do I log in or access my account?

How do reviews work?

How often do you launch new styles?

Where can I shop your wedding or bridal collections?

Do you have physical stores?

Customer Support

What's the best way to contact you?

Can I call you?

How do I unsubscribe from your newsletter?

How do I receive my welcome discount code?

Promotions & First-Time Buyer Info

Do you offer discounts for first-time customers?

I tried to claim my free gift at checkout but it didn't work.

Sustainability & Corporate Info

Are you a Certified B Corporation?

Where are your products made?

Is there a warranty or guarantee?

Still Have Questions?

Can't find what you're looking for? Our customer service team is here to help! Contact us and we'll get back to you as soon as possible.