FAQs

Shopping Information

What are your shipping timeframes?

Most items are made to order, so please allow 1-5 working days for production before dispatch. After that, typical delivery times are: UK: 2–4 working days; USA: 3–5 working days; EU (local shops): 3–7 working days (varies by country); Australia: 3–6 working days; New Zealand: 5–8 working days; Canada: 4–7 working days; Rest of World: 7–15 working days .(customs may add time). Tip: For the fastest delivery and to avoid customs fees, order from your local storefront where available. You’ll receive a tracking link as soon as your parcel ships.

Do you ship worldwide?

Yes - orders ship globally. Delivery time and cost are shown at checkout and vary by destination.

Do I have to pay customs/import duties (international orders)?

To avoid customs charges and speed up delivery, please order from your local shop. We have country storefronts for most regions (e.g., UK, USA, Australia, Canada), and we ship domestically with local carriers - so import duties usually don’t apply. If your country isn’t listed, you can still order from our UK/global site; however, international orders may incur import taxes, duties and handling fees set by your local customs authority or courier. These charges are the recipient’s responsibility and may be collected before delivery. P.S. Select your country on our site to choose the best shop for you. If you’re unsure, contact us and we’ll point you to the right checkout.

When will my order ship?

Most items are made to order to reduce waste. We typically dispatch within 1–5 working days, then standard shipping times apply. You’ll receive a tracking link as soon as it’s on the way. Please note: orders with multiple items may arrive in separate parcels, as they can be fulfilled from different production partners/locations.

Will I get tracking?

Absolutely. We’ll email a tracking link once your parcel ships. If you can’t find it, check spam or contact us with your order number.

How do I pick the right size?

Each product page includes a size guide and fit notes. If you’re unsure, message us before ordering and we’ll help you get it right first time.

Can I change or cancel my order after placing it?

We start preparing orders quickly. If you need to amend the size, address, or item, contact us asap - we’ll help if work hasn’t begun, but changes aren’t guaranteed once production starts.

Where do the profits go?

All shop profits are reinvested into free mental-health resources, training, and 24/7 support for hospitality professionals.

Payment Information

What payment methods do you accept?

Major debit/credit cards and popular digital wallets (e.g., Apple Pay, Google Pay, PayPal). Local options may appear based on your region.

What currency will I be charged in?

Prices may display in your local currency for convenience, but checkout processes in our store currency (shown at checkout). Any conversion is handled by your bank or provider.

Can I use more than one discount code?

Only one promotion can be applied per order unless stated otherwise.

Do you offer gift cards?

Yes—digital gift cards are available and delivered by email.

Can I get a VAT invoice for my business?

Yes - reply to your order confirmation with your company details and we’ll send a VAT invoice if applicable.

Order Returns

Can I return or exchange my order if I change my mind or the size isn’t right?

Because each item is made especially for you, we don’t accept returns or exchanges for change of mind, size, or colour. This helps us avoid overproduction and supports responsible, sustainable purchasing.

What if my item arrives faulty, damaged, or incorrect?

We’ll fix it. Please email us within 14 days with your order number and clear photos. Once verified, we’ll repair, replace, or refund—in line with consumer law.

My parcel is late or missing—what should I do?

Check your tracking first. If it hasn’t updated for several days, contact us with your order number so we can investigate with the carrier.