Frequently Asked Questions

Orders

Can I modify or cancel my order after it has been placed?
Please contact our customer support team as soon as possible if you need to adjust your order. We will do our best to accommodate your request. Note that orders which have been shipped cannot be adjusted.

When will my order arrive?
This timeline may increase during busy seasons, holidays, or sales events. For more information please visit our Shipping and Returns page.

Do you offer price adjustments or price matching?
We are unable to offer price adjustments on any sales or promotions before or after an order is placed. We also cannot match other retailers’ prices.

Where is my welcome discount code?
Once you sign up, your code should arrive in your inbox shortly. Sometimes these emails go to Spam or Promotions folders, so please check there. If your welcome discount is still missing, contact our customer support team.
Discount codes are not applied automatically. You must enter the code in the “Discount code or gift card” section at checkout and click “Apply.” Discounts are for first‑time email subscribers only, limited to one use.

I forgot to use my discount code, can you reimburse me?
Due to software restrictions we cannot retroactively apply discounts to any order. Please remember to apply your discount during checkout.

I don’t know my size, can you help me?
Yes. Our customer support team is always available to help. You may also visit our general size guide here.

Shipping

I need to change the shipping address for my order!
If you need to adjust your shipping address after placing an order, contact our customer support team as soon as possible. We cannot change the shipping address once an order is marked as shipped.

How long does it take for my order to ship?
This timeline may increase during busy seasons, holidays, or sales events. Orders do not ship on weekends or postal holidays.

Do you offer expedited shipping options?
Yes. Available expedited options will be shown during checkout. Expedited orders placed after a certain cut‑off time will ship the next business day. Orders do not ship on weekends or postal holidays.
All shipping costs and delivery estimates are provided by the carrier and subject to change or delays based on their operations. The only guaranteed delivery timeline is via Next Day Air.

What shipping carrier do you use?
We mainly ship via a major carrier, but depending on location another carrier may be used.

Do you offer Saturday delivery?
No, Saturday delivery is not currently available.

How can I track my order?
Once your order has shipped, you will receive an email notification with a tracking number.

My order was marked as shipped, why has it not moved?
After shipping, you receive a tracking number by email. Sometimes tracking updates take time. If you have concerns, please check with the carrier.

My order was marked as delivered but I have not received it, where is it?
We understand this is frustrating. Missing or incorrectly delivered packages can happen occasionally.
Check all possible delivery locations at your address, ask neighbors or your front desk. If the package is still missing, please contact the mail carrier to verify the delivery address and file a claim using your tracking number. Sometimes packages are marked as delivered up to a week before they arrive.
As a small business, once your order leaves our facility we are at the mercy of the carriers. Please double‑check your shipping address and always ship to a secure address.

Do you cover lost, stolen or damaged packages?
We are not responsible for packages lost, stolen, or damaged in transit.

Do you ship internationally?
Yes. Please see our full policy for international orders.

If you have additional questions, please review our full shipping policy or contact our customer support team.

Returns

Can I return my order?
To make a return or exchange, please visit our Returns Portal. Once approved, you will receive a pre‑paid shipping label and return packing slip by email.
We offer refunds on eligible orders within a certain number of days of delivery. Eligible products can be returned for exchange or store credit within a longer period. All refunds to the original payment method are subject to a processing fee per shipment. Sale items and items marked final sale cannot be returned.

Am I allowed to return items from multiple orders in one box?
No. Each return request must be shipped separately so our team can process them accurately and quickly.

Can I return a sale item?
Items purchased during a special promotional sale are not eligible for return. We cannot offer returns or exchanges on products marked final sale. Items bought with a first‑time discount code may be returned for a refund within a certain number of days of delivery.

How do I use my store credit?
Store credit is issued as an e‑gift card. Sometimes these emails go to Promotions or Spam folders. Each e‑gift card has a unique code at the bottom that you can copy and paste into the “Discount code or Gift card” section during checkout. We cannot retroactively apply gift cards to an order after it is placed. If you cannot locate your store credit, our Customer Support team is happy to help.

If you have additional questions, please review our full Returns Policy or contact our Customer Support team.

International Orders

Do you ship internationally?
Yes, but due to recent tariff changes, any duties and customs fees are not included in the purchase price and will be billed by your local customs authority. We cannot advise on potential duties as they vary by location. All cost estimates are provided by the delivery services, and we are not responsible for customs or transit delays.

What is your return policy for international shipments?
We do not cover international shipping, so return shipping is the customer’s responsibility. To return an international order, please ship it back to our returns warehouse (address available on request). Be sure to submit a request through our Returns Portal. We do not cover exchange shipping for international orders at this time.

Other Inquiries

I have an issue with my order.
We are happy to help resolve any problems. Please contact our Customer Support team. We ask that any issue is brought to our attention within a reasonable number of days after delivery. Please treat our employees with respect and kindness – we are real people working to fix issues. Our team reserves the right to deny service to anyone who behaves disrespectfully.

Do you have any retail locations?
Yes, we have brick‑and‑mortar stores in select locations and would love for you to visit. Our products are also sold worldwide in specialty boutiques. If you are interested in finding a nearby location, please contact our Customer Support team.

How do your gift cards work?
E‑gift cards can be purchased on our website. They are valid only on our official website. All gift card sales are final. E‑gift cards do not expire. If you purchase for someone else, you can use the recipient’s email or forward the email. Once purchased, a unique code will be sent to your inbox. Copy and paste it into the “Discount code or Gift card” section during checkout. We cannot retroactively apply gift cards to an order after it is placed.

I love your brand! How can I become a retailer?
Thank you – we would love to work with you. Please direct all wholesale inquiries to our wholesale email address. You may be asked to provide a business license or other information. You will receive further information upon approval.

Who can I contact for press or collaboration inquiries?
For all press or collaboration inquiries, please contact us via our social email address.