Our Policies & Customer Care

U.S. Buyers - Import Fees & Duties

Orders ship from Canada. We make every effort to prepay duties and tariffs for smoother delivery, but due to unpredictable U.S. trade regulations, additional fees may occasionally be assessed by U.S. Customs. Final decisions rest with U.S. Customs and Border Protection.

Processing Times

  • Custom-made & made-to-order: 4–6 weeks production + shipping (up to 25 business days). Please allow the full 25-business-day delivery window before assuming an order is lost.
  • Ready-to-ship items: Ship within 4–12 business days.

Custom-Made & Made-to-Measure Items (Final Sale)

All custom-made and made-to-measure garments are final sale.
Minor alterations may be possible to improve fit, but refunds or exchanges are not offered.
Please note: Due to the hand-cut nature of custom garments, variations of 1-2 inches in width and 1-3 inches in length are considered standard.

Size & Alterations

Please consult the size chart carefully before ordering. Garments cannot be made larger or longer later.
We offer basic alterations (such as hemming only). No redesigns or major tailoring. 

Exchange Restrictions

The following are not eligible for exchange:

  • Custom or made-to-measure garments
  • Intimates (including pajamas & pajama sets)
  • Sale, clearance, hand-dyed, altered items
  • Items purchased with store credit

Maximum of 3 exchanges per customer within 360 days. Abuse of this policy may result in refusal of future sales.

Clearance Items

Clearance items are final sale once shipped.
If not yet shipped, they may be canceled for a refund. No exchanges or store credit.

Ready-to-Ship Returns

Eligible ready-to-ship items (not marked final sale) may be returned within 30 days of delivery confirmation for a refund or store credit.
Items must be unworn, unwashed, smoke-free, and approved before return.

Final sale items include:
Pajamas, pajama sets, panties, face masks, and any sets containing panties.

Restocking & Shipping Fees

  • 10% restocking fee applies to all approved returns
  • Original outbound shipping is non-refundable
  • Return shipments must be marked Return Merchandise
  • Any customs or import fees incurred will be deducted from the refund

Damaged or Incorrect Items

If you receive a flawed or incorrect item, contact us within 7 days of delivery.
Do not alter or repair the item - this voids eligibility.
Approved replacements are issued at no extra cost.

Price Adjustments

Price adjustments are allowed within 24 hours of purchase or before shipment.
Once a shipping confirmation is sent, no adjustments are possible.

Order Cancellations

Orders may be canceled within 2 business days of purchase.
After this window, all sales become final as production or processing will have begun.

Return Deadlines

  • Requests must be submitted within 14 days of delivery
  • Approved returns must be shipped back within 1 month 
  • Late requests or returns cannot be accepted

Product Representation

Colors, fit, and length may vary slightly from photos.
Elastic trims may be substituted based on availability unless specified otherwise at checkout.

Payments

We accept Visa, MasterCard, American Express, PayPal, and gift cards. Secure checkout guaranteed.

Custom Order Delivery Timeline

Custom orders typically arrive in 2.5–3 months total, including production and shipping.
Please plan accordingly - expedited delivery is not guaranteed.

Fabric & Construction Notes

Custom garments:  fabric weights and finishes vary.
We recommend ordering a fabric swatch kit before purchase.
Zigzag finishing is standard unless a flat stitch is requested before ordering.

Ready-to-Ship Collection

Ready-to-ship items are pre-made and cannot be altered or customized.
Once ordered, color, size, or pattern changes are not possible (eligible items may be exchanged after delivery).

Shipping & Delivery Estimates

Shipping confirmation is sent once your order dispatches.
Delivery estimates are guidelines only and may be affected by customs, holidays, or carrier delays:

  • Standard Economy: up to 25 business days (US & Canada)
  • Express: up to 8 business days (US & Canada)

We cannot guarantee delivery dates.