Delivery
How long will my order take?
It depends on the style, each product page states its own delivery estimate. As a guide: 5 to 9 working days in total for our fast-dispatch styles, and longer for the rest of the range, sourced internationally, see the product page for the exact estimate. Orders placed before 5:00pm (GMT) on a working day enter processing the same day; weekend orders enter processing on Monday.
How much is delivery?
£2.95 anywhere in the United Kingdom, with tracking on every order.
Will I be able to track my parcel?
Yes. As soon as your order is dispatched you receive a confirmation email with your tracking link, and you can follow it from our Track my order page.
Will I have anything to pay on delivery?
No. The price you pay at checkout is the price of your order, delivery included in the £2.95 shown at checkout. Nothing further is collected at your door.
Can I change my delivery address?
Contact us within 24 hours of ordering at [email protected] and we will change it if the parcel has not yet been dispatched. Once it is in transit the address can no longer be changed.
Returns and refunds
How long do I have to return something?
30 days from delivery, for any reason. This is our own policy and it sits on top of your statutory rights, it never reduces them.
Who pays the return postage?
If an item is faulty, damaged or not as described, we do, and we refund or replace it in full. If you simply change your mind, the return postage is at your cost.
Do the tags need to still be attached?
Yes. To be accepted back, a coat must be unworn, unwashed and free of odours, with all original tags and labels still attached. You’re welcome to try it on at home, exactly as you would in a fitting room.
When will I get my refund?
Within 14 days at the latest after your return reaches us, usually in 3 to 5 working days, back to your original payment method.
What is the 14-day right to cancel?
Under the Consumer Contracts Regulations 2013 you may cancel within 14 days of delivery without giving a reason. In that case we also refund the standard delivery charge you paid. See our Right to Cancel page and model form.
Payment
Which payment methods do you accept?
Bank cards (Visa and Mastercard) and PayPal. All payments are processed securely by PayPal; we never see or store your card details. We do not accept cash on delivery or bank transfer.
The coats themselves
Is it real wool?
It depends on the style, and every product page says so plainly. Some of our coats are 100% wool, others are wool blends with the percentage stated on the listing. We never describe a wool-blend coat as pure wool.
How do I pick the right size?
Check the size guide and measurements on each product page before ordering. When a style runs small or large, we say so on the listing. If you’re between sizes, we generally recommend sizing up for a coat you’ll layer over jumpers.
How do I care for a wool coat?
Unless the label on your coat says otherwise, we recommend dry cleaning only. Always check the care label sewn into the garment, as this takes priority over general guidance.
Will the colour match the photos?
We do our best to photograph coats in natural light and describe the true colour on the listing, but screens vary, if a shade matters to you, feel free to ask us before ordering.
Contact
How do I reach you, and how quickly do you reply?
Email [email protected] or call +44 20 3769 1132. Our customer service is open Monday to Friday, 10:00 to 18:00 (GMT), and we answer within 24 hours.