Our Shipping and Returns Policy is fair and straight-forward. Please carefully read our policy and contact us, BEFORE returning items to us.
As we ship to over 100 countries worldwide, we use a variety of delivery services depending on where you are in the world. The method of deliver depends on the value, weight and physical size of your order.
All items are sent PLAIN PACKAGED and SECURE with NO INDICATION of the contents to ensure your 100% privacy.
We have distribution points in a few continents; however, certain countries and jurisdictions we have policy not to ship to due to high cases of non-delivery or credit card fraud etc.
In most cases, items will reach you in about 3 weeks or less (if you live in a remote place like Eastern Europe, a Pacific Island or South America, allow 4 to 5 weeks). For orders including custom sizes, please allow typically 20 to 28 days. Orders are made on a first-ordered, first-made service. For small items, such as jewellery, these are stock items and so will ship usually within 1 or 2 business days of your order.
We do not provide a "rush' service, sorry. However, if you require an item urgently, please contact us BEFORE ordering so we can help you with your options.
We cannot be held responsible for late deliveries due to a courier company or postal service not being able to get a signature from the delivery address, or from any delay from Customs in your country.
Shipping costs for orders depend upon the weight, shipping method and destination country. Generally, the lowest shipping costs are for the UK, EU, USA and Canada. For remote islands like Australia and New Zealand, its is unfortunately more expensive for shipping because of the costs of the courier services.
We mark all international packages as low cost samples, under the duties threshold in most countries, so it is rare you will get asked for import duties. Orders under 5kg within USA and the EU are shipped within those regions, so you never get asked for duties too (Norway and Switzerland sometimes have import duties). We offer this method as the best way to get you your goods worldwide without getting hit by large import duties!
Incorrect Delivery Address
Please ensure the name and address for delivery is 100% correct. Please do not forget to include your apartment number if you live in a building complex. Returned items through incorrectly-given addresses can be shipped out again, but the local postage (at cost) needs to be paid again by you.
Missing and Damaged Items
Please report any missing and/or damaged items before the shipper leaves your premises! We are not responsible for damages caused by the shipping company. All damaged items must be sent back (refused) with the shipper if the customer wants us to replace the damaged item. If customer does not refuse the item or does not notice any damages at the time of delivery, then the customer must file a damage claim (concealed damages) form with the shipping company and be reimbursed by the same.
In the event of a package being lost in the post, please allow us time to have the matter investigated by the postal company. This is especially important where the delivery is shown as being successfully delivered, but you have not received the package.
Please allow up to 45 days from date of order for delivery worldwide, though most orders will arrive in about 18-24 days.
How to return items within 30 days of receiving an order from us:
- 1. Please FIRST contact us with your order number with a valid reason of return. As all clothing and shoes/boots are hand-made, we cannot accept returns just because you have changed your mind, or want another colour. A Returns Number with return instructions will be given to you.
- 2. We will then advise you of the Return Address to use, which will be different depending on your location and the items made for you.
- 3. Returned items MUST be sent back to us via RoyalMail signed-for, Airsure special delivery, or other sign-for service. We DO NOT refund postage on courier shipping, so only send via couriers at your own expense.
The Returns Number must appear on all packages returned to us. In the event we have made a mistake we will replace the item free and REFUND your return shipping costs, but ONLY if you have followed our returns procedure as shown here.
Please try to have the item in the original packaging, together with all accessories. We reserve the right to charge up to 25% fee on any product returned not following these conditions.
Custom-made items cannot be returned (unless we have clearly made a mistake). Cancellations on orders are charged a 5%-25% restocking fee. We will correctly fix or replace any item that is defective due to a manufacturing error or size mistake made by us.
Please note that we will endeavor to use the best postal service for your specific order, so the table below is a guide only:
Most international packages over 2kg, or to these countries at any weight: Hong Kong, Singapore, Japan, South Korea, Malaysia, Australia, New Zealand, Russia. This service can be tracked online and is very reliable.
USPS & Airsure
For packages over £20 in value and under 2kg in weight, to most destinations, including USA, Canada, Europe and South Africa. This service can be tracked online.
For very small packages under £20 to the UK and Ireland only. Please note very small packages like hair flowers are usually sent first class only so they drop right through your letterbox.
Credit Card Billing
Credit cards are billed as EBLUE. e-blu Group Ltd.
updated: October 3, 2020