Wrong, damaged, or defective items
If something arrived that is not what you ordered, or arrived in poor condition, this is on us and we will fix it. You are not paying to send it back.
What to do
Contact us with:
- Your order number
- Which item is affected, if there was more than one in the order
- A photo, if the piece is damaged or defective
A photo helps us resolve it quickly and identify whether something went wrong in production or in transit.
What happens next
- We cover all return shipping. The $8 and $12 return shipping deductions do not apply
- You choose a replacement or a full refund
- In many cases we resolve it without waiting for the original piece to come back
Wrong size sent
If the size on the piece does not match the size on your order, treat it as a wrong item rather than a sizing issue. We cover the return either way.
Missing item from a multi-item order
Orders with several pieces sometimes ship in more than one parcel, and the parcels can arrive days apart. Check whether your order has more than one tracking number before assuming something is missing. If it does not, contact us and we will trace it.
Natural material characteristics
Some things that look like flaws are the material behaving as intended:
- Raw selvedge denim transfers indigo onto lighter surfaces and skin, especially early on
- Full grain leather develops marks and deepening colour with wear
- Hand-dyed pieces vary between units
None of these are defects. If you are unsure, send a photo and we will tell you honestly which it is.