Every piece is checked and photographed before it is packed. Because our garments are made in small runs, we accept returns only where something genuinely went wrong with the item — damage in transit, or the wrong piece sent. The parcel-opening video below is what lets us tell those cases apart from wear after delivery, so please record it before you open anything.
Record an opening video
Start recording before the parcel is opened and keep filming in one unbroken take until the garment is fully unfolded. The video is the only evidence that a fault arrived with the parcel rather than appearing later, which is why a claim cannot be assessed without it.
- All four sides of the sealed parcel, with the shipping label readable
- The seal or tape being cut — not a parcel that is already open
- The garment lifted out and unfolded, with the fault clearly in frame
- One continuous take, no cuts, pauses or edits
When a return is accepted
A return is accepted when all three of the following are true:
- The item is damaged, defective, or not what you ordered. Transit damage, a manufacturing defect, a missing piece from a set, or the wrong product or size shipped against your order.
- You have an unedited parcel-opening video showing the sealed parcel and the fault, as described above.
- You raised it within 7 days of delivery, with the item unworn, unwashed and with all original tags and packaging intact.
What is not covered
- A change of mind, or the piece not suiting you — no fault of the garment
- Size or fit issues where the size delivered matches the size ordered; please check the size chart before buying
- Damage after delivery — wear, washing, ironing, staining or alteration
- Slight variation in colour or weave: handloom and hand-dyed fabric varies piece to piece, and screen colour differs from cloth
- Minor irregularities in handwork, which are characteristic of the craft rather than defects
- Any claim without a valid opening video, or with a video that starts after the parcel was opened
How to raise a claim
- Contact us within 7 days of delivery with your order number.
- Send the opening video along with clear photographs of the fault.
- We respond with a decision, normally within 2 working days of receiving the video.
- If approved, we arrange the pickup. Keep the item in its original packaging until it is collected.
Refunds & replacements
Where a claim is approved we replace the piece if the same item is still in stock; otherwise we refund in full. Refunds are issued to the original payment method within 5–7 working days of the returned item reaching us and passing inspection. Prepaid orders are refunded in full including any shipping paid; for cash-on-delivery orders we refund by bank transfer to an account you nominate. Return pickup is at our cost whenever the fault is ours.
Cancellations
An order can be cancelled at no cost any time before it is dispatched — contact us and we will refund in full. Once a parcel has been handed to the courier it can no longer be cancelled, and the return conditions above apply instead.
Questions about a specific order?