FAQ

 

Frequently Asked Questions (FAQ)

  • I put the wrong delivery address on my order

    If the order hasn't been dispatched we can still change the address for you, but you must let us know as soon as possible.

    If the order has been dispatched we are unable to change the address.

    If the order is returned to us due to the address being incorrect, we can either recharge postage for the item to be resent to you or refund the product (excluding postage and 10% restocking fee).

    Please note if the order has been customized for you we cannot refund the item.

    When will my order be despatched?

    Monday - Friday: Orders before 2pm, we aim to despatch the same day.

    Saturday: Orders before 9 am, we aim to despatch the same day.

    Sunday: Any orders received on Sundays will be despatched on Monday

    When will I receive my order? For UK orders:

    We use 1st Class post so orders should arrive the day after despatch, however, due to Covid and the Christmas post, deliveries may take much longer.

    There is an option for "1st Class Signed For" or "Next day" delivery. Once these are posted we will let you know the tracking number so you can see where your order is.

    For overseas (non-UK) orders:
    We use "Tracked" where possible if not this will be "Tracked & Signed". Once the order has been dispatched we will let you know the tracking number so you can see where your order is. Lead times vary dependent or the country so please check the "estimated delivery" section.

    If you have received a tracking number simply go to https://www3.royalmail.com/track-your-item#/

    How do I leave a review?

    1. Go to "Your Account" → "Purchases & Reviews"
    Scroll down to find the order that you would like to review.
    2. Select a star rating for the item you would like to review.
    3. Write a review for the item.
    4. Click "Post Your Review".

    Returns and exchange details For all exchanges (UK only)

    Please note the item must be returned within 14 days of delivery
    and must be in new, unworn condition, subject to return approval.

    We DO NOT accept returns or exchanges of used/worn items (this includes if it smells of perfume).

    On the odd occasion where a refund is approved, a refund will be issued, once the Kaftan is received, in the amount of the original item less postage and packaging and a 10% restocking fee.

    *

    The shipping fee is not refundable and you have to pay for the postage cost for the return (for any reason) and any customs charge on the return.

    Estimates Delivery Times

    Asia Pacific: 2 - 5 weeks
    United Kingdom: 1 - 10 business days
    Japan: 2 - 5 weeks
    United States: 2 - 5 weeks
    Singapore: 2 - 5 weeks
    Australia, New Zealand and Oceania: 2 - 5 weeks
    Europe: 1 - 2 weeks
    North America: 2 - 5 weeks

    I'll do my best to meet these dispatch estimates, but can't guarantee them. Actual delivery time will depend on the delivery method you choose.

    Please note these are only estimates and may change.

    I haven't received my order, what should I do? - UK orders

    Please contact us via the Etsy messaging system so we can investigate what has happened to your package.

    UK orders are sent by 1st Class post and should arrive the day after despatch, however, due to Covid, postal/rail strikes and the Christmas post, deliveries may take up to 20 days.

    You must contact us within 4 weeks if you have not received your order.

    Please note that if you contact us after 80 days of dispatch we may not be able to process your query - this is in line with Royal Mail's lost postage policy.

    Please note the item must be returned within 14 days of delivery
    and must be in new, unworn/unused condition, subject to return approval.

    We DO NOT accept returns or exchanges of used/worn items (this includes if it smells of perfume).

    On the odd occasion where a refund is approved, a refund will be issued, once the tote bag is received, in the amount of the original item less postage and packaging and a 10% restocking fee.

    The shipping fee is not refundable and you have to pay for the postage cost for the return (for any reason) and any customs charge on the return.