Plain versions of the things that matter. These terms are governed by the law of England and Wales and do not affect your statutory rights under the Consumer Rights Act 2015.
An order is accepted when we email to say it has been packed, not when it is placed. If something has sold out between the two — which happens with biscuits more than anything else — we will say so and refund that line in full rather than substituting it.
Every parcel goes in paper, not plastic. If yours arrives in a bag, that is the courier repackaging something they have damaged, and we would like to know.
Fourteen days from delivery to tell us, fourteen more to send it back. Unworn, unwashed, with the tag still on. Refunds go back to the original card within five working days of the parcel reaching us. Return postage is yours unless the item was faulty or we sent the wrong thing.
Two exceptions, both for reasons rather than convenience:
Sizes can be swapped once at no charge — send it back and say what you need instead, and the replacement goes out the day it arrives with us. Beyond one swap we charge postage again, which covers roughly what it costs.
If a seam fails on anything we sewed, send it back at any age and we will restitch it at no charge. Hardware that bends, cracks or opens is replaced outright. Ordinary wear — cotton fading, brass dulling, a rope lead going soft — is not a fault, and in the case of the brass it is rather the point.
All prices include VAT at the standard rate where it applies. Biscuits are zero-rated as animal feed. Prices can change, but never after an order has been accepted.
Write to the studio first. If we cannot settle it between us, you can take a consumer dispute to the Chartered Trading Standards Institute's approved ADR scheme, and nothing in these terms stops you going to court instead.