Have a question? Chances are good the answer is below. If not, email us at email@example.com and we will be happy to help.
How do I contact you?Email us at firstname.lastname@example.org. We will usually get back to you within 1 day.
What are your washing instructions?
Merino is a natural fibre that wears in rather than out - it will get smoother and softer with washing and wear. Most of our garments can be machine washed at 30 degrees. Avoid using fabric softeners, bleach and the tumble dryer as these can damage merino fibres.
Merino fabric is naturally anti-bacterial and wrinkle-resistant, so needs less laundering than cotton clothing. Simply hanging your garment up will often be sufficient to refresh it and allow any wrinkles to fall out. See our Care Guide for full details, and always follow the instructions on your garment label.
How do I choose the right size?See our Size Chart for guidance. If you don't want to mess around with a tape measure - for tops, simply use the chest size of your suit jacket for reference. For bottoms, use the waist size of your suit trousers. If you are between sizes or would like any help choosing the right size, email us at email@example.com and we will be happy to help.
Do you have anywhere I can try things on?Right now, we're only online. By avoiding the high cost of bricks-and-mortar stores, we can invest in higher quality materials and European manufacturing, and deliver product to you for less than it would cost in a store. We have optimized our delivery and returns processes to make for an effortless shopping experience. And always, if you need any assistance we're here to help - firstname.lastname@example.org
Where do you make your clothes?Throughout our supply chain, we rigorously evaluate manufacturing partners and work only with the best, where highly-skilled craftsmen get paid fairly to produce garments of exceptional quality. Currently, all our garments are made in Europe.
Where does your wool come from?
Our merino comes from select farms in Australia and New Zealand.
ORDERS & SHIPPING
How quickly will I get my order?We aim to despatch orders within 1 working day.
Our standard free shipping is Royal Mail 2nd Class. We also offer next-day courier delivery for mainland U.K. (Monday-Friday, for orders placed before 12pm midday). See our Shipping Information for more details.
Delivery times on international orders will vary by location and the service selected.
Do you ship internationally?
Yes, we ship worldwide for free on orders over £70. Our standard free shipping is not tracked. We also offer tracked courier shipping at competitive prices - helpful if you would like extra peace of mind or need your item faster. See our Shipping Information for details.
How does pre-order work?
Pre-order allows you to secure the first available stock of a new, upcoming style at a discount. We will make the anticipated shipment date clear on the website. We ship pre-orders as soon as the stock arrives in our warehouse - before the item becomes available for standard orders.
RETURNS & EXCHANGES
What is your returns policy?
100 days, no questions asked - we want you to be happy with your order. There's a free return shipping label included with every parcel for all UK orders, and we promise to refund any products that you are not entirely happy with provided that they come back to us in a saleable condition.
** Special note for boxer briefs - we do not accept underwear returns for the obvious reason that we cannot put it back into stock. If you got the wrong size first time round, email us at email@example.com and we will send you another pair in a different size for no extra charge. There's no need to send any worn underwear to us!
How do I return/exchange an item?
Send it back to us with the original packaging. Returns are free in the U.K. - simply use the prepaid shipping label included with your order. There's a returns card with each order that you can include with any exchange details. We recommend that you get proof of postage when returning items.
How do international returns work?Our pre-paid shipping labels will only work inside the U.K. To return an international order, you will need to pay for return postage. We recommend you use a tracked service for peace of mind. Send the item(s) together with their original packaging to our warehouse at the address below. If you want to increase your chance of a perfect fit first time round, feel free to speak to us before placing your order - firstname.lastname@example.org
18 Branksome Business Park
Bourne Valley Road
Poole BH12 1DW
How long does a refund/exchange take to process?Not long - we will contact you when we receive the items. We aim to process returns and exchanges within a few days of receipt.