Frequently Asked Questions

Orders confirmed before 13.00 CET on a working day leave the atelier within forty-eight hours. Standard delivery takes two to four working days within the United Kingdom and the European Union, and four to seven working days elsewhere. Made-to-measure and hand-finished pieces are knitted to order and take four to six weeks; the confirmation e-mail will state the date.

We deliver to more than seventy countries. For most destinations duties and import taxes are calculated and settled at checkout, so there is nothing to pay when the parcel arrives. Where that is not possible the checkout will say so clearly before you confirm.

The dispatch e-mail carries a tracking number and a link to the carrier. If you ordered while signed in, the same tracking sits under Your Account, in Orders. Guest orders can be traced with the order reference and the e-mail address used at checkout.

Write to client care within two hours of confirmation and we will do our best. Once an order reaches the packing room it can no longer be amended — but you are welcome to return it once it arrives, under our usual terms.

Yes. Every parcel travels insured and must be signed for. If the first attempt is missed the carrier will leave a card and try again the following working day; you may also nominate a neighbour or a collection point directly with them.

Every order leaves us in a recycled board box, tied with cotton ribbon and lined with tissue — there is no plain version. A handwritten card can be added at checkout at no charge, and prices can be omitted from the delivery note if you tell us the parcel is a gift.

Thirty days from the day the parcel is delivered. Pieces must come back unworn and unwashed, with their tags attached and in the original box. Made-to-measure orders and pieces altered at your request cannot be returned, as they exist only for you.

Open Your Account, go to Orders and choose Request a return; a prepaid label is issued at once and the carrier can be booked from the same screen. If you ordered as a guest, write to client care with your order reference and we will send the label by e-mail.

One prepaid return per order is free within the United Kingdom, the European Union and the United States. From other destinations a flat collection fee applies and is deducted from the refund; the amount is shown before you confirm the return.

Within five working days of the return reaching the atelier and passing inspection. The refund is made to the original method of payment; your bank may then take a further three to ten days to show it. Any duties paid at checkout are refunded with the goods.

Yes. Choose Exchange rather than Return and we will reserve the replacement in your name for fourteen days while the first piece travels back. If the size you want has gone, we will tell you the day the return is booked rather than leave you waiting.

You may hand an online order in at any of our boutiques with the dispatch note; the refund is then processed centrally in the usual way. Pieces bought in a boutique are returned to a boutique and cannot be sent to the online atelier.

Visa, Mastercard, American Express, PayPal, Apple Pay and Google Pay. Bank transfer is available for orders above five thousand euro; the goods are reserved for seven days while the transfer clears.

The amount is authorised when you place the order and taken only when the parcel is dispatched. For made-to-measure pieces the authorisation is renewed while the piece is being knitted, which some banks display as a pending line.

Card details are entered on our payment provider's secure page, tokenised, and never stored on our own servers. Transactions in Europe are protected by 3-D Secure, which may ask you to confirm the purchase with your bank.

In selected markets you may divide the total into three interest-free instalments at checkout. The option appears only where it is available to you, and the schedule is shown in full before you confirm.

You are charged in the currency shown at the top of the site for your chosen country. If your card is held in another currency your bank will apply its own rate; we add no conversion charge of our own.

Yes. A VAT invoice is issued with every dispatch and stored under Your Account. To have a company name and VAT number on it, add them at checkout; we can also reissue an invoice afterwards if you write to client care with the order reference.

By hand, in water no warmer than thirty degrees, with a mild shampoo rather than detergent. Move the piece gently and never wring it. Press the water out in a towel, then dry flat and away from sunlight or a radiator. Cashmere is happiest washed rarely and aired often.

No — the shortest fibres work loose in the first weeks of wear and then stop. Lay the piece flat and draw a cashmere comb lightly across the surface in one direction. Never use a razor, which cuts the pile rather than lifting it.

Folded, never hung — a hanger will pull the shoulders out of shape. Keep pieces clean and dry in a breathable cotton bag with a block of cedar. Wash before putting anything away for the summer; moths are drawn to the traces we leave behind, not to the wool itself.

Yes, and we would rather you asked. Our menders reknit small holes, rework elbows and cuffs, replace buttons and renew linings. Bring the piece to any boutique or write to client care; we will quote before any work begins, and small repairs in the first two years are made without charge.

Wipe with a soft dry cloth after use and treat with a neutral cream twice a year. Keep leather in its dust bag, away from direct heat, and let shoes rest a day between wearings on cedar trees. Our vegetable-tanned leathers deepen in colour with time; that patina is the point.

Each garment carries a card naming the fibre, where it was spun and how to look after it. If the card has been lost, the same information sits on the product page under Composition and Care, and client care can send it again.

No — you may order as a guest. An account simply keeps your order history, saved addresses, size profile, wishlist and boutique appointments in one place, and makes returns a single click rather than an e-mail.

Choose Forgotten password on the sign-in screen and we will send a reset link to your registered address. The link is valid for one hour. If it does not arrive, check the junk folder before writing to us — that is where it usually is.

Under Your Account, in Details, you can edit your name, telephone number and delivery addresses at any time. Changing the address on file does not change an order already placed; for that, write to client care straight away.

Open Your Account and go to Preferences, where you can choose what you hear about and how often, or step away entirely. Every letter we send also carries an unsubscribe link at the foot, which works immediately.

Write to client care and we will erase your account within thirty days. Invoices and tax records must be kept for the period the law requires, but they are removed from your profile and used for nothing else.

Your wishlist follows you between devices whenever you are signed in. We will let you know if a saved piece is running low, and a client advisor can hold one for you in a boutique for forty-eight hours.