Contact Us

Everything on this page is sorted by one question: how long will it take? Some things we can settle while reading your email. Some take a working day. A few take longer, and we'd rather tell you that now.

Where to write

Email is the quickest route and the one we'd choose ourselves: it lands with the person who can act on it, and you get the answer in writing. We're an online shop. The Stratford address at the bottom of this page is the company's business address, not a store; there's nothing to visit and nowhere to hand in a return.

Things we can settle in minutes

Which size, men's or women's. Send the size you usually wear, the brand it's from, and the piece you're looking at. If you have your measurements in centimetres (chest, waist, hip, and for trousers the inside leg), send those too. We compare them to the garment's own measurements and tell you which size, including when a cut runs small or slim. This is the email that prevents a return.

Cancel or change the address, if it hasn't been dispatched. Email the order number and what you'd like changed. Orders often go to fulfilment within a few hours, so the sooner the better. Once a tracking number exists, the parcel can't be stopped; receive it and use the returns process.

Is it in stock, will it come back, does it come in another colour. Ask. We'll say what we know.

Things that take one working day

Starting a return. Email the order number and the items. You'll get the return address and a reference by the next working day. Please don't post anything before then; the return address isn't the one in our footer. You have 30 days from delivery, any reason, sale items included.

A damaged, faulty or wrong item. A photograph of the item, a photograph of the packaging, and the order number. Within one working day you'll have your choice of a replacement or a full refund, and we cover the return postage.

Where's my order. Send the order number. We'll tell you where it is and, if tracking has been silent for more than five working days or the delivery estimate has passed, open a trace with the courier that day.

Anything else. Feedback, a suggestion, press, partnerships. Same address; we'll route it and reply.

Things that take longer, and why

A refund reaching your account. We issue refunds within 7 working days of the goods reaching us, and your bank usually needs 3 to 5 more working days to show the credit. That's the bank's clock; if nothing has appeared 10 working days after our confirmation, tell us and we'll trace it.

A courier investigation. When a parcel is lost or marked delivered but missing, we open a trace. Couriers take 5 to 10 working days to answer. We follow it through, and if the parcel is confirmed lost you choose a replacement or a full refund. Until it reaches you, the risk is ours.

A chargeback. The one thing we'd ask you not to do first. A dispute through your bank freezes the amount for weeks and turns a five-minute fix into a formal process. Email us about any charge you don't recognise, any refund that hasn't arrived, anything at all, and we'll resolve it faster than any dispute can.

Two habits that put you at the top of the inbox

Order number on the first line. It's at the top of your confirmation email and starts with #.

A photograph for anything visual. Damage, a wrong item, a question about colour or fit.

Business information