What we do differently, stated plainly enough that you can check it.
Plain instead of adjectives: materials named, contents listed and nothing claimed we could not confirm. It is not glamorous, and it prevents most of the returns that otherwise start with 'it looked bigger online'.
We buy in limited quantities and stop when they are gone. Stock is held by us, so what the page says is in stock is in stock, and dispatch does not wait on a supplier.
Where a size runs small or a material needs careful handling, the page says so. A description that only lists strengths is a sales page, and it is the reason people stop trusting product copy.
Email reaches a person who can refund, replace or chase a courier without escalating anything. Replies normally come within one business day, and we will tell you when something is outside our control rather than leaving you guessing.
Every listing carries what we could confirm — materials, contents, and how it is meant to be used — and we say plainly when something could not be checked. Materials are named rather than described: a blend is given as a blend, not as a feeling. The result reads less like advertising and more like a specification, which is deliberate — a specification is something you can check after the parcel arrives. You can put a tape against something you already own before ordering, which is the only honest way to judge a size from a screen.
What the page says is in stock is held here, so a dispatch date does not depend on a supplier answering an email. That means a sold-out item disappears instead of turning into a backorder, and the quantity wording on the homepage matches the number of listings you can actually open.
Messages are answered by someone who can refund, replace or chase a courier without asking anyone's permission. A refund or a replacement does not need escalating, so the answer you get is a decision rather than a holding note.
If a size is wrong, tell us within thirty days of delivery and we refund to the original payment method. No restocking fee, no credit note in place of a refund.
Orders are picked from our own stock, packed by the people who answer the emails, and given a tracking number that reaches you as the label is printed. Nothing waits on a supplier's warehouse count before it can be sent.
Where the fault is ours we pay for it: prepaid return, replacement or a full refund including the shipping you paid. Send a photograph and the order number, and the decision stays with you.
Questions about this page? Write to [email protected] and we will answer within one business day.