Overview

This Customer Service Policy explains how we support our customers before, during, and after a purchase. It covers order processing, shipping and delivery, fees, returns and refunds, currency, and how to reach our team. Our goal is to make every interaction clear, fair, and stress-free. By placing an order with us, you acknowledge that you have read and understood this policy.

Order Processing and Handling Time

We aim to process orders promptly. Orders are typically prepared and shipped within one to three business days after payment is confirmed. Business days exclude weekends and public holidays.

During periods of high demand, such as seasonal peaks or promotional events, processing may take slightly longer. If there is a significant delay affecting your order, we will make reasonable efforts to notify you using the contact details provided at checkout.

Please ensure that your shipping address and contact information are accurate and complete at the time of purchase. We are not responsible for delays or failed deliveries caused by incorrect or incomplete address details provided by the customer. If you notice an error after placing your order, contact us as soon as possible through the Contact Us page, and we will do our best to assist before the order is shipped.

Shipping and Delivery

We offer free shipping on all orders. There is no minimum order value and no additional shipping charge applied at checkout.

Once an order has been shipped, delivery is estimated to take six to twelve days. This estimate is provided in good faith and may vary depending on destination, carrier performance, weather conditions, and other factors outside our control. Delivery estimates are not guaranteed delivery dates.

Tracking information, where available, will be provided so you can follow the progress of your shipment. If tracking is not available for your order, our team can provide status updates upon request through the Contact Us page.

If a package appears to be lost or significantly delayed in transit, please contact us so we can investigate with the carrier and determine the appropriate resolution.

Duties, Taxes, and Additional Fees

We cover duties and related fees associated with shipping your order. Customers are not required to pay additional charges for duties or related fees upon delivery. The amount shown at checkout is the total amount you are expected to pay for your order, aside from any fees imposed by your payment provider or financial institution.

If you are contacted by a carrier or authority requesting payment of duties or related fees in connection with an order placed with us, please contact us through the Contact Us page so we can assist. We will work to resolve the matter promptly.

Pricing and Currency

All prices displayed on our website are listed in US dollars (USD). All transactions are processed in USD. We do not display or charge prices in other currencies. If your payment method is issued in a different currency, your bank or payment provider may apply currency conversion rates or fees, which are outside our control and are not reimbursed by us.

We reserve the right to change prices, discounts, and promotional offers at any time without prior notice. The price applicable to your order is the price displayed at the time you complete checkout.

Returns

We want you to be satisfied with your purchase. Eligible items may be returned within sixty days of delivery.

To be eligible for a return, items must be in a condition suitable for resale: unused, unwashed, and with original packaging and tags intact where applicable. Items that have been used, washed, damaged, or altered may not be eligible for return. For hygiene and safety reasons, certain items may be non-returnable; where this applies, it will be indicated on the product page or at the time of purchase.

To initiate a return, please contact us through the Contact Us page with your order details and the reason for the return. Our team will provide instructions on how to proceed. Please do not send items back before receiving return instructions, as this may delay processing.

Return shipping arrangements and costs will be communicated during the return process. Where a return is due to our error, such as an incorrect or defective item, we will make reasonable arrangements to resolve the matter at no additional cost to you.

Refunds

Once a returned item is received and inspected, we will notify you of the outcome. Approved refunds are typically processed within five to ten business days after we receive the returned item. Refunds are issued to the original payment method used for the purchase.

Processing times may vary depending on your bank or payment provider. We are not responsible for delays caused by financial institutions once a refund has been issued on our side. If you have not received your refund within a reasonable period after approval, please contact us so we can assist.

Shipping charges, where applicable, are handled in accordance with the terms communicated during the return process. Because we offer free shipping on all orders, no shipping charges are deducted from refunds except where expressly stated during the return process.

Order Cancellations and Changes

If you wish to cancel or change an order, please contact us as soon as possible through the Contact Us page. We will do our best to accommodate requests before the order is shipped. Once an order has been shipped, it cannot be cancelled, and the return process will apply instead.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us promptly through the Contact Us page. Include your order details and, where possible, photographs of the issue. We will review the matter and arrange an appropriate resolution, which may include a replacement, a refund, or return instructions. Please do not discard damaged or incorrect items until you have spoken with our team, as we may need them returned or documented.

Product Information and Availability

We make reasonable efforts to ensure that product descriptions, images, and availability information on our website are accurate. However, minor variations in color, texture, or appearance may occur due to differences in display settings, lighting, or natural material characteristics. Natural materials such as merino wool and organic cotton may have slight variations that are not defects.

Product availability is subject to change. If an item you ordered becomes unavailable after checkout, we will contact you to discuss options, which may include a substitute, a partial refund, or cancellation of the affected item.

Customer Responsibilities

To help us serve you effectively, please provide accurate order and contact information, review your order before completing checkout, follow product care instructions, and contact us promptly if there is an issue with your order. Customers are responsible for any fees imposed by their own payment providers or financial institutions.

Communication and Response Times

Our team handles customer inquiries through the Contact Us page. We aim to respond promptly during business days. Response times may be longer during peak periods. To help us assist you efficiently, please include your order number and a clear description of your inquiry when contacting us.

Policy Updates

We may update this Customer Service Policy from time to time to reflect changes in our operations or applicable requirements. The version in effect at the time of your order applies to that order. Updated versions will be posted on our website.

Contact Us

For any questions about this policy, your order, returns, refunds, or anything else, please reach out through the Contact Us page. We are here to help and will do our best to resolve your inquiry promptly and fairly.