Here are answers to some of the most common questions we get.
NOTICE: Our online store will be closing and we will not be processing returns from 9am BST Thursday 27th July for two weeks (27th July -11th August). We’re going to be away trading at Wilderness Festival.
We will take a little longer than usual to answer your enquiries, but we will still be available during our usual weekday working hours (0900-1700 BST).
You can still access our returns portal and send back your return during this time. We will not be able to check and process your return until we return and have unpacked from the festival. Please bear with us at this busy time.
We are not able to reserve items for you ready for when the website is back online, you will just need to set a reminder for the 11th August.
Here is some useful information for if you are coming to Wilderness:
Oh no! The piece I want is sold out! Will you be getting any more?
First of all, DON'T PANIC!
We have been dealing with a lot of delays in our supply chain this year (like the whole world it seems!) so unfortunately at times we struggle to keep our stock levels replenished.
This means that some items will sell out very quickly when they are restocked.
The GOOD news is that we will be restocking throughout the year.
Also the piece you wanted might come back into stock sooner than you think: we will have some pieces being returned and going back into stock.
The best and quickest way to find out when something is back in stock is to sign up for a Back In Stock notification via the link on the product page.
Unfortunately due to the nature of how our pieces are made, we can't tell you exact dates for when particular items will be restocked. We are grateful for your patience as our team works as fast as they can.
Help! I made a mistake on my order. Can I change it?
If you need to make a change or cancel your order, please email us within 2 hrs of placing your order. If you made a mistake with the shipping address on your order, please let us know ASAP (by phone is best, on 01326 531741)
Please TAKE YOUR TIME when ordering, and choose carefully. Check that your cart contains the correct style, colour, and size, and that your name and address is entered correctly, before you pay.
If your order has already been shipped before you notify us of a mistake in your address, we will not be liable for a parcel being sent to a wrong address. If you ordered the wrong item and don't notify us in time before it is shipped, you will need to use our returns portal to return it and do an exchange or opt for gift credit to order the correct item.
We'd be very grateful if you could help us avoid unnecessary returns by ordering carefully. Every return costs us a significant amount of money in postage, packaging, and lost card processing fees (these don't get refunded to us from the card processors when we refund your payment)
Can I exchange the item I ordered?
Yes - please find all the info on exchanges and returns HERE
I placed two separate orders. Please can I combine postage?
If you are ordering from the UK and your orders are placed close together and we spot this, then we will combine your items into one box. Otherwise, they will be sent in two separate packages.
If you are ordering from overseas, we cannot combine multiple orders into one shipment. Please take your time and choose carefully - we offer free shipping for you over a certain cart value, however every shipment we send costs us money in packaging and shipping so we would be grateful if you can try to buy all items in one order.
We don't offer any postage refunds for combined shipping for multiple orders. If you want to combine your shipping costs, please order everything in one order!
I'm planning to be at Glastonbury / Wilderness Festival and have seen that you're trading there. Will you have all the same stock available in your festival stall as on the website?
Our website stock and festival stock is all from the same stock.
While we are away trading at both festivals, we will be CLOSING the online store to orders.
This is so that we can take as much stock as possible to the festivals, and also because the majority of our team will be out of the office, working at the festivals.
We can't guarantee that something you have seen on the website will also be available at the festivals - availability changes fast as we often have only small quantities of each colour & size at any one time.
You are welcome to order online before the festival and collect your order from the festival stall - please let us know in the Notes section when you order.
We can't guarantee we will have a particular item available in the festival stall as we have over 600 different style/colour/size variations so it is impossible for us to make sure everything is always in stock!
If your heart is set on a specific piece, and you can see it available on the website, your safest bet is to order it there and then - don't wait and expect to definitely be able to get it at the festival.
We will also have some seconds and samples available in the festival stall at discounted prices. These items are NOT available online, sorry.
Please note, we CANNOT accept returns of online orders in the festival stall. All online orders MUST be returned by post to our office.
How long will delivery take?
Pip, our wonderful dispatch manager, works as fast as she can to get your orders out.
You can find more detailed info about delivery times HERE.
During our busiest periods, we may be 2-3 days behind our usual delivery times.
I've placed an order but haven't received any shipping updates, why?
There may be a few days delay between placing your order and receiving shipping updates while we prepare your order for dispatch. Please check your Junk / Spam folder in case emails have ended up in there. Please also see the question above. If you still haven't received anything after 3 working days, please contact us
My order hasn't turned up. What should I do?
First, please read the two questions above about delivery delays during our busiest times.
Then, check your tracking. If your order has been dispatched, you should have received an email (please check your Junk folder) and/or SMS containing a tracking link.
If this doesn't help, if you are in the UK, please check with your local Royal Mail delivery office – they may have attempted delivery when no one was home. They should leave a card to notify you, but occasionally they don’t! It may be worth checking with your neighbours too, in case your postman has delivered to them.
If you are overseas, if you opted for Express shipping, please contact your local DHL facility.
If there is still no sign of your package, please contact us within 30 days of ordering. If you contact us beyond those 30 days, we may not be able to submit a lost parcel claim.
Don't panic. We are here to help track down your parcel, and if it has gone missing (this is very rare) we will offer you a replacement or a refund.
What is your Returns policy?
Please click here for info on RETURNS.
Please click here for more general info on DELIVERY.
It looks like my size has sold out :( Will you be restocking?
First of all, DON'T PANIC!
We have been dealing with a lot of delays in our supply chain this year (like the whole world it seems!) so unfortunately at times we struggle to keep our stock levels replenished.
This means that some items will sell out very quickly when they are restocked.
The GOOD news is that we will be restocking throughout the year.
Also the piece you wanted might come back into stock sooner than you think: we will have some pieces being returned and going back into stock.
The best and quickest way to find out when something is back in stock is to sign up for a Back In Stock notification via the link on the product page.
Due to the nature of how our pieces are made, we unfortunately can't tell you exact dates for when particular items will be restocked. We are grateful for your patience as our team works as fast as they can.
Has your sizing changed?
We tweak the sizing and fit of some styles each year, to strive to continuously improve them and make our sizing as consistent as possible across our range.
Because of this, if you have bought from us before, a new purchase from a different collection might fit a little differently.
The best way to find your best fit every time you purchase is to please read the Size Guides on the product pages carefully before ordering - we update these with each collection, and they are specific to each product. You will find the link on every product page, and every product has its own Size Guide (please note this is different to the general Size Guide in our main menu)
Ideally check your measurements and compare to the Size Guide for the product you would like, to help you find the right size.
I'm a different size on my top and bottom. What size leotard or jumpsuit should I buy?
Our Aphrodite, Iris, and Electra jumpsuits are stretchy, so there is some flexibility in the fit. You can select the size which is halfway between your biggest and smallest size (for example if you are size 10 on your top half and 16 on your bottom half, choose the Medium, which is a 12-14)
The same goes for our Mella jumpsuits - the waist is fitted however the shorts have more room, so you can select your size according to your waist measurement (see the Size Guide on the product page) in the confidence that the cut of the shorts will allow for more room at the hip.
Our Sea Circus playsuits and Fifi leotards are forgiving around the hip, so you can size these according to your top half size if your bottom half is bigger.
Are there any other changes to the fit of repeat styles?
Yes we have made the following improvements:
Shortened sleeves on the larger sizes of the Supernova bomber jackets - last year the sleeves were coming up a bit too long.
Higher waist on Indus leggings and Gigi hotpants - for a more flattering fit
Improved fit for Juno shorts
Will you carry on selling your past season collections?
Yes. We believe in slow fashion, so we continue selling the pieces we have left from past seasons, alongside current collections.
2023 update: we will not be releasing a new collection this year, as Rosa has had a baby so has been taking some time out from the business. However we will continue restocking our 2022 collection, and we are working on a new collection for 2024.
We also have our first ever childrenswear collection coming! Launch is planned for around May 2023, TBC - keep an eye on our IG and mailing list for updates.
Will you be discounting older stock?
The last few remaining pieces from older collections are available at discounted prices in our ARCHIVE section - you will need to sign up to our mailing list for a password to access this section.
Will you be restocking anything from your 2021 collection?
No. Our 2021 collection will no longer be restocked. You can use the filtering menu to filter by COLLECTION to view only our 2021 or 2022 collections.
Another simple way to tell which collection an item is from is by the background colour on the product image - images with a sandy background are 2021 collection, images with a light pink background are 2022 collection.