FREQUENTLY ASKED QUESTIONS
Coronavirus Delivery Update
Customers can find their expected delivery date when they get to checkout. We're also working closely with our couriers to ensure safe deliveries and this includes drivers signing on behalf of customers and parcels being left in safe places.
Can I order to a PO Box?
We do deliver to PO Boxes.
Can I change my delivery address after placing my order?
We know our customers want their items ASAP so as soon as your order is placed, our team is on it ensuring this is dispatched as quickly as possible! Unfortunately, this does mean that we’re not always able to change any order details once the order has been confirmed (so always double check before you click confirm!) If you need details amending or the order cancelling, please send over the order number and what exactly needs to be changed to email@example.com and we’ll try our best to sort this for you!
How do I track my order?
Once your order has been dispatched, you’ll receive an email with a link to the courier website. Here, you’ll be able to track your delivery whilst it is in transit and out for delivery. However, it can take 24-48 hours for tracking information to become available after the purchase.
Why is my order late?
We work hard to ensure that orders are dispatched quickly so it’s truly disappointing to hear your order has not been received on time. Please note, we do state online that all delivery time frames are estimates so we cannot guarantee your order will be delivered on the estimated delivery date shown at checkout if you select any other delivery method. If a delivery has been attempted and not received, you can re-arrange delivery with the courier directly.
Where is my order being dispatched from?
All orders are shipped from our warehouse in California. Our coats are shipped from Philadelphia.
Where is my order?
Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working quickly to get this order picked and packed and sent out to you. Once this has been dispatched, you’ll receive an email notifying you of this with a tracking link included. Your tracking will continue to update as your parcel makes its way to you so please be patient!
Product & Size
What size should I order?
We always want our items to fit our customers perfectly, so we provide a size guide and sizing information next to all items on our website. All our items generally fit true to (US) size but if we know a product’s material creates a tighter fit, we’ll recommend sizing up in the product description box alongside the item. The only adjustment necessary will be personal alterations to our pants. If you require further help with sizing, our customer service representatives can make recommendations.
Coronavirus Returns Update
We’ve extended returns to 30 days; due to COVID-19, all garments must still have all the original tags attached.
I have lost my invoice. How do I get a new invoice?
Please don’t worry about your missing invoice! Simply include a note inside your package with your order number, full name and reason for returning your item and we’ll still be able to process this for you as normal!
Can I get my refund on a different card?
Unfortunately, refunds can only be made to the original method of payment supplied at checkout. If you have lost or cancelled your card, this will not affect your refund as your bank will be able to transfer your payment over to your new account. You can discuss this further with your payment provider.
How long will it take for my refund or exchange to be processed?
Refunds and exchanges are processed within 5 business days of us receiving the item(s) back at our warehouse. Weekends aren’t included in businees days and we only begin this countdown when the items are in our warehouse, not when they were posted back, so please bear this in mind. Please note, if you’ve sent your item back for an exchange, we take approximately 5 business days to process the returns and then your exchanged item will take 2-3 business days to deliver.