FAQs

How do I create an account?

Creating an account is achievable during checkout, or by registering on the link here. In your account, you can review your order history, track new orders, and exchange or return existing orders.

With regards to how we handle your data, please refer to our Privacy Policy.

I’ve forgotten the password to my account. What do I do?

Please contact our Customer Concierge here. We will then send you a password recovery email with further instructions.

How do I cancel/edit an order?

Please email our Customer Concierge here ASAP so that we can intercept the order before it's dispatched. We are unable to cancel or edit an order after dispatch, but don't worry, you can always return your order for an exchange or refund once it has arrived.

Our Customer Concierge is available Monday - Friday, 9AM to 6PM, and they aim to respond to all queries within 24 hours, but usually, it's much less. Please put 'URGENT' in the subject line for a quicker response.

How do I check my order history?

Click here to visit your order history or select ‘My Account’ on our homepage, followed by 'My Orders’, and a full view of your previous orders will be visible.

What methods of payment do you accept?

We accept a range of credit/debit cards including Visa, MasterCard and American Express, as well as alternative payment methods such as Paypal and Klarna. If you have any problems with payment, please contact our Customer Concierge here.

Why isn't my payment going through?

We've enabled 3D Secure to provide an additional layer of security to protect our customers from fraudulent orders. You'll be required to authorise the transaction via your mobile banking application to process the order.

Please also ensure your postcode and billing address match the card's registered address and that there are enough funds in the account.

If you are still having issues, please email our Customer Concierge here.

Where do I enter a promotional/discount code?

Promotional codes can be redeemed during the checkout process. Please enter the code in the designated field.

Can I use more than one promotional/discount code at a time?

Only one promotional/discount code can be used per order.

Can I return items purchased as a part of tiered discount promotion?

Items purchased as part of a tiered discount promotion are subject to our standard return policy but the total spend will be recalculated to determine eligibility for the original discount. If the return causes the total spend to fall below the threshold for a given discount, the original discount will be adjusted, and the refund amount will reflect the revised total.

Our promotions are designed for fair use. We reserve the right to refuse refunds or adjustments if we detect patterns of misuse, such as repeatedly returning items while retaining tier benefits.

Will I be charged import duties and taxes on top of my order?

United Kingdom - No charges.

United States - Orders over $800 (USD) are subject to additional importation fees, duty and taxes which are the responsibility of the customer. If your cart exceeds this amount, we recommend placing separate orders under $800 to avoid these charges.

Rest of World - Any duty, tax, or additional importation fees incurred are the responsibility of the customer

Do you offer Tax-free shipping on international orders?

Not at this present time.

The item I want is out of stock?

You can opt-in to be notified of any restock via the ‘Notify Me’ button on our product pages.

Many of our products are however limited edition releases so they may never be restocked. To find out if that’s the case, please contact our Customer Concierge here.

My 24 Trousers are too long/short. Do you offer alterations?

We offer free in-house alterations of the length at any of our London stores. There is an extra few inches of fabric in the hem so our 24 Trousers can be lengthened as well as shortened. It takes 2-3 days for alterations to be returned, and our store team will email you directly when they are ready for collection.

If you are unable to visit a store, we are more than happy to reimburse you for the cost of the length alterations. Please get the garment altered locally and email a copy of the receipt with the order number of the altered garment to our Customer Concierge here.

If you are wondering where your alteration is or when it will be ready to collect, please email the store you visited. Contact information can be found on the link here.

We do not cover any alterations that take a garment away from its intended design, nor responsible for the outcome.

What happens if my product is faulty?

We have a one-year warranty on all of our garments, and we are always willing to repair/replace a garment should a fault develop within this time.

Please contact our Customer Concierge here and provide your name, order number, and pictures of the fault in question.

Do you offer gift wrapping on orders?

Our products are neatly presented in our bespoke branded tissue and packaging. Price is not displayed on any of our items, nor on the enclosed despatch note.

Need anything else?

For any other queries, including Press, Wholesale and Partnerships, please contact our Customer Concierge team here.