Frequently Asked Questions
Get quick help for your questions about products & ordering, shipping & order tracking, returns & refunds, and customer service.
QUICK ANSWERS TO ORDER QUESTIONS
Products & Ordering
I don't see many customer reviews yet. Why is that?
Because we just relaunched and you would be one of our first customers! Please check out our existing reviews. We would love to hear from you!
How do I know I'm choosing the right size?
We recommend consulting the detailed size guide on every product page, to find your perfect fit!
What exactly happens when I place my order?
We're excited for you to get your order! Here’s a quick look at its journey to you:
- Confirmation & Creation: You'll get an order confirmation email right away. We then begin custom-making your item, which takes 2-7 business days.
- Shipping: Once it ships, you'll receive a second email with your tracking link.
- Arrival: You’ll get a final heads-up on the day your package is out for delivery.
If you have any questions, please don't hesitate to contact us. Thank you!
What if I have a problem with my order?
Your satisfaction is our top priority. While every item is custom-made, if you have a problem with your order, please contact us within 30 days.
All about tracking and receiving your order
Shipping & Order Tracking
How do I track my order?
You can track your order at any time by visiting the orders page in your account.
Is shipping really always free?
Yes, shipping is always free.
Why are your shipping times so long?
Each item is sustainably made-to-order just for you after you place your order which does take a little longer. Please check out our commitment to sustainable style.
Do you ship internationally?
As of now, we only ship to the United States.
How long will it take to receive my order?
Most domestic (United States) orders will be delivered within 7-10 business days after order processing. Order processing typically takes between 2-7 business days. Please refer to our shipping policy for details.
What happens if my package is lost in transit?
If haven't received your package within 30 days of the expected delivery date, please contact us.
Do you offer expedited shipping?
No, we do not offer expedited shipping.
What to do if something goes wrong
Returns & Refunds
What is your return policy?
We want you to be thrilled with your custom creation. If for any reason it isn't perfect, we happily accept returns within 30 days of delivery.
Returns for a Refund: You can return your item for a full refund of the purchase price. Items must be in new, unworn, and unwashed condition with all tags attached. Please note that original shipping charges are non-refundable.
Damaged or Defective Items: If your order arrives damaged or defective, we will issue a refund or replacement upon verification.
To start a claim, please log into your account. Specific instructions are in our return policy.
How long do I have to return an item?
You have 30 days to return an item or report a damaged item.
Can I exchange my item for a different product?
No, we do not offer exchanges.
Do I have to pay for return shipping?
No, you do not have to pay for return shipping.
How do I initiate a return or report a damaged item?
Please log into your account and click "Request refund" on the item you wish to return or report as arriving damaged.
When will I receive my refund?
We want to process your refund as quickly as possible.
Refunds for Returns: We will issue your refund once we have received the returned item and confirmed its condition.
Refunds for Damaged or Defective Items: We will issue your refund once we have verified that your order arrived damaged or with a manufacturing defect.
How to reach us so we can make it right
Customer Service & Contact
How can I contact customer support?
Please use our contact form to reach out to customer service.
How long will it take to get a response from customer service?
You will usually get a response from customer service within 24-48 business hours.
Didn't find what you were looking for?
You can try checking out the shipping policy and return policy for additional details. If you still have questions, please reach out to us using our contact form.