FAQs

How does the cardigan fit?

Our cardigans are intentionally designed with an oversized, relaxed silhouette, giving you room through the body and making them easy to layer and style in different ways.

What size should I choose?

Because the cardigan is intentionally oversized, choose your size based on how relaxed you'd like the fit to feel. Refer to our size guide for additional guidance.

Is this a preorder?

Yes. Our current knitwear collection is available to preorder while production is underway. Your order reserves your piece from the current production run.

What happens after I order?

Your order enters our current production and fulfilment process. We're documenting the journey from production and finishing through quality checking and dispatch.

When will my cardigan arrive?

Current estimated dispatch: [GF TO CONFIRM]. Once dispatched, you'll receive tracking information.

Where is the knitwear being produced?

Our current knitwear production is taking place in Leicester, UK, and we're taking you behind the scenes of the process.

Do you offer international shipping?

We ship to numerous countries worldwide. Please check our shipping rate at checkout or reach out to our customer service team to find out if we ship to your specific location.

How can I track my order?

A tracking number will be provided to you via email once your order has been dispatched. You can use this number to monitor your order's progress on our courier's website.

What are the shipping charges?

Shipping charges vary depending on the destination and size of the order. All shipping fees will be calculated and displayed at checkout.

What if I'm not home to receive my order?

If you're not available during the time of delivery, our courier will usually attempt to deliver your package multiple times or leave a note with instructions to arrange a re-delivery or pick-up from a local depot.

Where is my order?

Your order status and tracking details are updated via email upon dispatch. Please use this information to monitor your delivery.

How long will my order take to ship?

Order processing typically takes 2-3 business days. Delivery occurs depending on the shipping method selected and is contingent on your geographic location.

Can I change the contents of my order?

Alterations to your order is not possible at this time.

What if my order is lost or stolen?

In case of lost or stolen orders, contact our customer service immediately. We will initiate a courier investigation and explore replacement or refund options as necessary.

What is your return policy?

We accept returns within 30 days of receipt. The items must be in new and unused condition. Please note that some items such as clearance or personalised items may not be eligible for return.

How can I initiate a return?

To start a return, check the ‘How to return’ section and follow the instructions provided. You can also contact our customer service team for assistance.

Will I be charged for returning a product?

Return shipping charges are the responsibility of the customer unless the return is due to a product defect or an error on our part.

How long does it take to process a return?

Once we receive the returned item, please allow up to 14 days for us to process your return and initiate a refund to the original payment method.

What payment methods do you accept?

We accept all major credit and debit cards, including Visa, Mastercard, American Express and Apple Pay. Additionally, we also accept PayPal for your convenience.

Is my payment information secure?

We prioritise your security. All transactions are encrypted using SSL technology, and we do not store any of your payment information.

Can I pay in instalments?

We offer an interest-free instalment payment option through our partner, Klarna. Simply choose Klarna as your payment method during checkout.

I'm having trouble with my payment. What should I do?

If you're experiencing issues with payment, please ensure that your card details are entered correctly, including the billing address. If the problem continues, contact our customer service team.