FAQ
Answers to the questions customers usually check before ordering, grouped the same way as a clean support reference page.
How long does delivery take?
How long does delivery take?
Delivery time depends on the destination market and begins once the order has been dispatched. Current delivery estimates are shown on the shipping page and at checkout.
What is your return policy?
What is your return policy?
Returns can be requested within 14 days of delivery for eligible items that are unworn, unwashed, in original condition and sent back with tags and original packaging intact.
Can I make an exchange?
Can I make an exchange?
Exchange availability can vary by market. If direct exchanges are not enabled, the fastest route is to return the original item and place a new order.
How do I track my order?
How do I track my order?
Tracking is sent by email once the order is dispatched. If you cannot find the tracking email, contact support with your order number.
How do I find the right size?
How do I find the right size?
Size guidance can be provided on product pages or through support. If you are between sizes, contact us before ordering for fit advice.
Orders & Delivery
How do I track my order?
How do I track my order?
Tracking is sent after dispatch. If tracking has not updated for longer than expected, contact support and we will review it with you.
Do you ship to my country?
Do you ship to my country?
We are launching in selected markets first. If checkout is not available for your region yet, contact support before ordering.
What is the delivery time?
What is the delivery time?
Delivery timing depends on the destination and appears on the shipping page and at checkout.
What are the shipping costs?
What are the shipping costs?
Shipping costs and free-shipping thresholds differ per market and should always be shown clearly before purchase.
Can I cancel or change my order?
Can I cancel or change my order?
Changes may only be possible before fulfilment. Contact support immediately with your order number.
Will I be charged with VAT?
Will I be charged with VAT?
Taxes and duties depend on the destination market and how pricing is configured for that market.
Returns
What is your return policy?
What is your return policy?
Eligible items can be returned within 14 days of delivery if they meet the return conditions shown on the return policy page.
How can I make a return?
How can I make a return?
Start the request through the return flow or by contacting support before sending anything back.
What are the return costs?
What are the return costs?
Return shipping costs are generally the responsibility of the customer unless a valid exception applies.
Can I make an exchange?
Can I make an exchange?
Exchange availability depends on the market. If not available, return the item and place a new order.
How long does a refund take?
How long does a refund take?
Refund timing depends on inspection, approval and the payment provider used for the original order.
Product
How do I find the right size?
How do I find the right size?
Check the size guide on the product page or contact support for personal fit advice.
How do I sign up for stock updates?
How do I sign up for stock updates?
Stock update functionality can be added through product page notifications or email capture flows.
How should I wash my garments?
How should I wash my garments?
Always follow the care label attached to the garment for washing and handling instructions.
Do you offer gift cards?
Do you offer gift cards?
If gift cards are enabled in the store, redemption terms should be explained in a dedicated support entry.
Contact
How can I contact customer care?
How can I contact customer care?
Use the contact page and include your order number whenever the question relates to an existing order.