Refund policy

1. What is your general returns policy (non-faulty items)?

You have 14 days from delivery to request a return for a change of mind, size or fit.

Items must be unworn outside, unwashed, and in their original condition with all tags and labels attached. Please try on your coat indoors and avoid makeup, perfume or deodorant marks.

For non-faulty returns, return shipping is at your own cost. Once we receive the piece back in acceptable condition, we will issue a refund for the product price according to our policy.

Original shipping charges are not usually refundable unless there is a confirmed fault with the item. Refunds are typically processed within 5–10 working days back to your original payment method.

2. What should I do if my item arrives damaged or defective?

If you believe there is a quality issue or your item arrives damaged, please:

  • Contact us within 7 days of delivery with your order number.
  • Include clear photos or a short video showing:
    • The full garment,
    • Close-ups of the issue,
    • The inside labels and tags, and
    • The outer packaging if it is also damaged.
  • Please do this before wearing the coat outside or washing it.

Our team will review the photos and let you know the next steps. If we confirm a manufacturing defect or shipping damage, we will either:

  • Repair or replace the item where possible, or
  • Offer a refund and cover the return shipping back to the relevant warehouse.

3. Are duties and taxes refundable on returns?

For international orders where duties and taxes have been paid on your behalf, these charges are usually not fully refundable, as they are paid to local customs authorities rather than to us.

For non-faulty returns, once the item is received back in acceptable condition, we will refund the product price. If the item shows signs of wear, damage or missing tags that reduce its resale value, we may make a reasonable deduction from the refund in line with our policy.

If your item is confirmed to be defective, we will work with you on the fairest solution, which may include a full or partial refund of duties and taxes where possible, and we will cover the return shipping.

4. What counts as a quality issue or manufacturing defect?

We consider the following as potential quality issues or defects:

  • Obvious fabric flaws, tears or holes present on arrival
  • Serious stitching or construction problems
  • Broken zips, missing or non-functional buttons / fasteners
  • Heavy stains or marks that are present when you first open the parcel
  • Wrong item, size or colour sent

Natural characteristics of wool, alpaca, linen, cotton and other plant-based fibres (including our Rain Dew Linen™ blends) – such as slight variations in texture, slub, colour or hand-feel, as well as small differences between batches – are not considered defects.

For our hand-dyed or hand-finished pieces, especially our modern Chinese-inspired styles, variations in dye pattern, tone and placement from garment to garment are an intentional part of the design and not faults. Minor creasing from shipping and normal signs of wear over time are also not considered defects.

5. Do I need to open the parcel in front of the courier?

No, you do not need to open the parcel in front of the courier.

However, we kindly ask you to:

  • Check your order within 24–48 hours of delivery, and
  • Keep the original packaging until you are sure you will keep the piece.

If you notice any damage or a quality issue, please contact us as soon as possible and before wearing the coat outside.

6. Accessories & jewellery

For hygiene and safety reasons, we do not accept returns or exchanges on earrings, pierced jewellery and most small accessories unless there is a confirmed quality issue.

Please check your piece carefully when it arrives. If you believe there is a fault, contact us within 7 days of delivery with your order number and clear photos so we can help.

Non-pierced accessories such as scarves follow our standard returns policy.

7. China Mainland orders (local delivery)

For orders delivered within mainland China from our partner factory or a local warehouse, we follow local consumer protection rules:

  • You may request a return within 7 days of receipt for non-faulty items, provided the piece is unworn outside, unwashed, with all original tags and labels attached and no stains or odours.
  • Please try your coat indoors only and avoid makeup, perfume or deodorant marks so that the piece remains in a resaleable condition.
  • For change-of-mind returns, return shipping back to our China address is at your own cost.
  • Original shipping charges are not usually refundable unless there is a confirmed fault with the item.

If you believe there is a quality issue or the wrong item was sent:

  • Please contact us within 7 days of delivery with your order number.
  • Include clear photos or a short video showing the full garment, the issue, the inside labels and, if relevant, the outer packaging.
  • Once we confirm a manufacturing defect or shipping damage, we will cover the return shipping and offer a repair, replacement or refund in line with our policy.

All refunds are issued in GBP, up to the amount you originally paid to us. If your card or account is in another currency (for example CNY), the final amount you receive in your local currency may differ slightly due to exchange rates and any fees charged by your bank or payment provider. We are not responsible for these differences.

Orders shipped to China from our UK warehouse

If your order is shipped to China from our UK warehouse (for example, when a style or size is only available in the UK), it will follow our standard international shipping and returns policy rather than the China Mainland local policy above.

Accessories & jewellery (China Mainland – local delivery)

For hygiene and safety reasons, earrings and pierced jewellery are not eligible for return or exchange unless there is a confirmed fault. Non-pierced accessories such as scarves follow the standard China Mainland returns policy above.