Contact us about an issue with your order

If your order hasn’t arrived yet

Before contacting us about your order’s arrival, please check its status. If you have an account with us, you can check your order’s progress by logging in, or making a new account with the same email address you used when ordering.

You can check our current average production times, as well as specific issues for individual countries, products and materials on our lead times page. Keep in mind that certain products and colours have longer lead times; if these are significant, they will be listed.

If you ordered a made-to-measure product and opted to submit measurements after you ordered, please check you’ve done so; You’ll have an email from us with the subject “Thank you for submitting your measurements for order #1234.” if you have.

If your order has been dispatched by us already, please check your tracking information; unless you have specifically asked for Royal Mail International Standard postage, your shipping email contains a link to track your parcel. If you are outside the UK and your parcel has already arrived in your destination country, copying the tracking code to your domestic postal carrier’s tracking service may provide more information.

If you have done the steps above and still need information, please continue reporting using this form.

If your parcel has been marked as delivered but you believe it to have been dropped off at the wrong address or has been stolen, please continue contacting us immediately using this form.

If you are having issues placing an order

Please check that you are using a valid method of payment and that your bank hasn’t asked you to verify a payment on your smartphone etc; these are common issues we get contacted about. A small number of banks in the United States may require additional information from us before authorising a payment to us; please let us know if you are affected.

Please make sure you are not using browser extensions that are likely to interfere with secure payment gateways.

If you need to expedite an order

Please give us as much information as possible about what date you need your items by, and we’ll do our best to make it happen for you! If you need a very quick turnaround, a rush fee and/or additional fees for upgrading postal or courier services may be charged, but only after agreeing with you first.

If you need spare parts

Please check out our spare parts warehouse! It has listings for many of our common spare parts, and we add to it regularly. If your parts are not listed, please continue to contact us here.

If you want to cancel your order

You are welcome to cancel your order within 24 hours of placing it, regardless of the products involved. Additionally, you are welcome to cancel your order at any time before it reaches the “In production” phase of manufacturing, but we may need to deduct materials/parts costs if we have already ordered them for a made-to-measure item and they’re not able to be re-used, though this is unlikely. If you wish to cancel after this point, it may still be possible, but this depends on the work we’ve done and materials we’ve used so far. We try to provide pro-rata refunds where possible.