THE FAQ SECTION
We design and screen print each of our items by hand. Screen printing is one of the oldest techniques for printing and still only the best for quality.
The design is blocked out on a screen mesh stencil, then ink is pushed through the mesh onto the product, leaving a flat smooth finish. There is no raised surface on the design and it can be washed as usual.
We print and customise each of our products in our studio in Scarborough, North Yorkshire. So each item is handcrafted for lasting look and quality on the Yorkshire Coast.
As with all small companies the clothing and accessories are carefully chosen from a UK based supplier. We then design, print and customise each product – customisation includes applying our own brand to the product (perfectly acceptable since the manufacturers sell “rebrandable” products). Customisation could also include sewing pockets, handles and labels onto our products.
We always make sure to buy products that are WRAP Certified.These products are manufactured in certified factories to ensure that sewn products are being produced under lawful, humane and ethical conditions.
We also use products that are tested for harmful substances and certified STANDARD 100 by OEKO-TEX®.
No, you don’t need to. You can make purchases and check out as a guest everytime.
However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you checkout at the shopping bag page.
Hover over the user icon at the top right of our website, followed by ‘Create An Account’ and fill in your personal particulars.
Shop for the items you want, choose your size or design by clicking on the appropriate buttons and add it to your shopping bag. When you have finished, you can proceed to your shopping bag and check out. Check and ensure that all information is correct before confirming your purchases and payment.
You will be able to add the items as long as they are available. Make sure you’ve clicked on the size you want to buy before clicking the ‘Add to Bag’ button. All items are subject to availability and stock levels are given on each product page.
We accept secure payments directly on our website with VISA (debit/credit/electron), MASTERCARD (including Maestro) and American Express. You also have the option to pay by PayPal. Please visit www.paypal.com for more information. We do not accept payments via bank transfers.
Our website is encrypted using the highest of security certificates, this can be confirmed by the green padlock along with our company name at the top of your browser.
Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimise errors. It is advisable to check your order before placing it.
Key in the code at the field “Coupon Code” which is available in the Shopping Bag and Checkout stage, then click ‘Apply Coupon’. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during checkout. Kindly ensure that all information is correct before confirming your purchase.
Key in your gift card code at the field “Gift card code” which is available in the Shopping Bag and Checkout stage, then click ‘Apply Gift Card’. Please note that we are unable to manually apply the gift card code to your order if you have missed keying it during checkout. Kindly ensure that all information is correct before confirming your purchase.
Gift cards are different to coupons in that your gift card balance can be redeemed whenever you use the code. You’ll be notified of your remaining balance (if any) at order completion and in your order email receipt.
If you’re having problems with Gift Cards please find more information on our Gift Card help page.
After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. If you don’t, please check your spam/junk folder. Alternatively, you may check the status of your order in “My Account” if you are a registered user.
DELIVERY & SHIPPING
All orders placed by 2pm from Monday to Friday (excluding public holidays) will be processed and shipped the same day. Orders placed after 2pm are processed the next working day.
This could vary with circumstances such as online security checks, shipping restrictions, events, payment authorization, packing and/or an influx of orders due to sale. Check the notices above the items in the shopping bag or at checkout, these will notify you if there will be a delay in dispatch.
An email confirmation will be sent for all orders once dispatched.
Most UK orders are received the next day after shipping, sometimes it can be longer. European and Worldwide orders can vary, please visit our Shipping & Delivery page for estimated times.
As a small business we cannot compete with large retailers in offering ‘Free next day’ or reduced shipping charges. We take pride in our eco packaging, which can be completely recycled and charge only what it costs to purchase our packaging and pay for postage.
For up-to-date delivery charges for UK and Worldwide please view our Shipping & Delivery page here.
Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.
Unfortunately, we are unable to accept ‘safe place’ instructions. as this is beyond our control. This is usually handled by Royal Mail or your local delivery office. If you’re in the UK, please contact Royal Mail for this service.
You can refer to our Returns & Exchanges policy and it’s procedures here.
Kindly drop us an email at firstname.lastname@example.org if you have not received your parcel after 10 working days and we will assist you accordingly. To keep delivery prices down for you we do not offer recorded delivery, so unfortunately there may be nothing we can do if this happens to you.
RETURNS & EXCHANGES
We have had a few complaints recently about the Post Office refusing to take your parcel with our Freepost returns label attached. The Post Office uses excuses such as “The parcel needs to have an address for them to process it” and “A Freepost label doesn’t look like that”.
This is down to the lack of training at smaller franchise Post Offices, unfortunately they like to think they’re correct and do not like to be told otherwise.
We can only apologise for this. We obviously wouldn’t provide a label if it couldn’t be used, so if the Post Office still refuse after you insist they take it, we can only suggest going to another Post Office. Try the Crown Post Office, which is usually the oldest/largest Post Office in a town or city.
It would be great if you could make a complaint to the Post Office and also contact us so we can also make the complaint.
Thank you for your understanding.