We are here to help, without the runaround

Customer service should not feel like a maze. You have a question, you want a clear answer, and you want it without digging through a help center written in legal language. We built our support around one idea: treat people like people. That means real answers, reasonable timelines, and a simple way to reach us when something does not go as planned.

How to reach us

The fastest way to get in touch is through our Contact Us page. Every message goes into a queue that a real person reads. We do not use a bot to pretend to solve your problem. We do not route you through five different departments. You write, we read, we respond.

We handle questions about orders, shipping, returns, product details, sizing, and anything else that comes up. If you are not sure where to start, start there. If your question belongs somewhere else, we will point you in the right direction.

What to include in your message

The more detail you give us, the faster we can help. If your question is about an order, include the order number if you have it. If something arrived damaged, a photo helps us understand what happened. If you are asking about a return, tell us whether you want a refund or an exchange. None of this is required, but it makes the conversation shorter.

If you are writing about a product and want sizing advice, tell us what you normally wear and how you like your fit. We are happy to make a recommendation. We want you to get the right piece the first time.

When you will hear back

We aim to respond to every message within one to two business days. During busy periods — holiday weekends, new collection launches, the weeks after a big sale — it may take a little longer. We do not have a team of hundreds. We have a team that cares, and sometimes that means a short wait. We appreciate your patience, and we will always get back to you.

If you have not heard from us after three business days, please check your spam folder first. If there is still nothing, send another message through the Contact page. Occasionally emails get filtered or lost, and a gentle nudge helps.

Order issues

If your order has not arrived within the estimated delivery window, let us know. We will look into the tracking and figure out what is happening. Packages get delayed. Weather happens. Carriers make mistakes. We will work with you to resolve it, whether that means a replacement or a refund.

If your package shows as delivered but you cannot find it, check around your property first. Carriers sometimes leave packages in unexpected spots. If it is truly missing, reach out through the Contact page and we will help you file a claim and sort it out.

Returns and exchanges

Our return policy is simple: sixty days from delivery, free worldwide shipping on the original order, and a straightforward process. If you want to start a return, go to the Contact Us page and tell us what you want to return and why. We will guide you through the steps.

We do not charge restocking fees. We do not make you pay for return shipping on defective items. If the return is because you changed your mind, we will explain the process clearly so there are no surprises. Refunds are processed within five to ten business days after the returned item arrives at our facility.

Product questions

If you want to know more about a fabric, a fit, a color, or how something will wash, ask. We know our products. We can tell you whether a hoodie runs true to size, whether a dye will bleed on the first wash, and whether the distressing is subtle or heavy. We would rather answer ten questions before you order than have you receive something that is not what you expected.

What we do not do

We do not invent policies on the fly. We do not make exceptions that we cannot explain. We do not promise things we cannot deliver. If we say we will follow up, we follow up. If we say a refund is coming, it is coming.

We also do not share your information with anyone who does not need it to fulfill your order. Our Privacy Policy explains that in detail. The short version: your data is yours, and we treat it that way.

A final note

We are a small team. We read every message. We remember the people who write to us with kindness and patience, and we try to return that energy. If something goes wrong, tell us. We will fix it. That is not a slogan. It is how we operate.

The Contact Us page is always open. We look forward to hearing from you.