Frequently Asked Questions
General
Fill in the contact form here or contact us by email at:
[email protected] (general queries)
[email protected] (cart, checkout, orders)
[email protected] (returns/exchanges, defect products)
[email protected] (press, communication)
Reply guaranteed within 48 hours.
Our products are designed and produced in Barcelona, Spain.
Upcycling is the process of recuperating materials (fabrics) which have already been used/worn and giving them a second and cool life. Unlike recycling, materials are not destroyed and transformed/manufactured again. Upcycling is a lot more environment-friendly.
If you like the garment and would like a different fabric, we can suggest other materials. Just send us an email and we will be happy to get in touch with you.
The Size Guide is available in the Quick Links section at the bottom of every page or in the product personalisation area.
Account
You do not need to create an account to browse the website, add products to the wish list or to the cart.
An account is needed to purchase the product.
To create an account click here.
If you have forgotten your password, you can retrieve it via the ‘Sign in’ section or by clicking here.
If you have forgotten your password, you can retrieve it via the “My Account” icon available at the top of every page, or by clicking here.
Orders
Once you have completed your order, you will receive a confirmation email to the email account you provided when creating your account. If you don’t receive the email, please check in your Junk Mail or Spam folder.
You can also check that your order is correctly registered by going to the Orders section in My Account, or by clicking here.
If you still cannot see the completed order, contact us at [email protected] or via our contact form here.
Personalized clothes are delivered within two weeks. Orders placed Monday to Friday before 3PM CET are processed on the same day, except when placed on a Spanish public holidays. All orders placed after 3PM CET are processed on the next working day. Orders placed on Fridays after 3PM CET are processed on the following Monday.
If you want to exchange or cancel any item once you have placed your order, please contact us at [email protected] within 20 minutes. We will get back to you within 24 hours.
If you want to cancel the order, please contact us at [email protected] within 20 minutes. We will get back to you within 24 hours.
Once you placed the order, we are able to modify the shipping/billing address or other information within 24 hours.
Payments
Payment can be made by credit or debit card (Visa, MasterCard, American Express).
We will soon enable PayPal payments.
Yes, the data is transmitted using SSL encryption. Visa and MasterCard payments will only be accepted with the use of Secure Electronic Transaction (SET) protocols. You will also be requested to sign the transaction via your bank.
Your card may have been rejected for one of the following reasons:
– The card may have expired. Check that your card is still valid.
– You may have reached the card limit. Check with your bank to ensure your card has not exceeded the purchase limit set.
– Data may have been entered incorrectly. Check that you have filled all the necessary fields correctly.
If you have a promotional code, you can enter it during the purchase process before validating your order. You can apply it at cart page or checkout page. Once you have added the code, click ‘Send’ and the promotion will be applied to your final purchase total.
Shipments and Tracking
When your order is shipped our transport partner will send you an email notification with a tracking link. You can follow the shipment any time via this link and code.
Shipping costs vary between countries and regions. Please refer to our Shipping Costs table here.
Yes, the destination country can differ from the country of purchase. The shipping and billing addresses will be different on the invoice. You can send the order to any address of your choice, except to post office boxes.
In this case, please contact the courier. You may have to pay additional fees or duties so the package can be delivered. Also, they can ask you other kind of personal information that you only are able to provide.
Returns and Exchanges
Please contact our customer service at [email protected].
Terms and conditions apply, please read them here.
Please contact our customer service at [email protected].
Terms and conditions apply, please read them here.
Please contact our customer service at [email protected].
Terms and conditions apply, please read them here.
Items must be sent back within 14 calendar days from the delivery date.
Exchanges are accepted under certain conditions. Unless defective, articles cannot be refunded; we are a small business, and every item is made to order especially for you.
Please read our Returns & Exchanges policy.