FAQ

Ordering & Production

How are your products made? We use a print on demand company to make our designs a reality. This means that each product is made to order so each piece is fresh, personal, and produced with care. This approach helps us reduce waste and ensures every design meets our quality standards.

How long does production take? Production times vary by item and demand. Typical turnaround is up to 10–14 business days before shipping, with longer lead times during busy seasons. If an item will take longer we’ll note it on the product page and in your order confirmation.

Can I change or cancel my order? If your order hasn’t entered production we’ll do our best to update or cancel it. Custom or personalised items cannot be cancelled once production has started. Contact us immediately and we’ll confirm what’s possible.


Shipping, Duties, and Delivery

Do you ship internationally? Yes, we ship worldwide. Shipping costs are calculated at checkout based on your location and chosen service. Once your order ships you’ll receive tracking details by email.

Will I have to pay customs, VAT, or import duties? Some countries may charge import duties, VAT, or handling fees on arrival. These charges are set by local customs authorities and are the responsibility of the customer. We cannot control or reimburse customs fees.

How long will delivery take? Delivery times depend on your country and the shipping method selected. Expect domestic deliveries to be faster than international ones. We’ll provide an estimated delivery window at checkout and a tracking number once your order ships.


Returns, Exchanges, and Faulty Items

What is your returns policy? You can request a refund or exchange within 14 days of delivery for non-custom items that are returned in perfect, unworn condition. Custom-printed or personalised items are non-returnable unless faulty. If an item arrives damaged or incorrect, contact us with photos and order details and we’ll make it right.

What if my item arrives damaged? Email us within 7 days of delivery with photos of the damage and your order number. We’ll assess the issue and offer a repair, replacement, or refund depending on the situation.


Product Care, Sizing, and Materials

How should I care for my apparel and accessories? Care instructions vary by product. We recommend following the label on each item: generally cold wash, gentle detergent, and air dry to preserve print and fabric. For delicate or embellished pieces follow the specific care notes on the product page.

How do I choose the right size? Check the size guide on each product page and measure against the chart. If you’re between sizes or unsure, contact us with your measurements and we’ll advise the best fit. 

What materials do you use? We use a mix of high-quality fabrics and durable print methods chosen for comfort and longevity. Material details are listed on each product page so you can check fibre content and care instructions before you buy.


Custom Orders, Collaborations, and Wholesale

Can I request a custom design or personalised item? All of our products are printed once you order them, so in a way, they are a custom design but yes, we love custom projects from single bespoke pieces to small runs. Custom orders will likely require additional lead time and are non-refundable once production begins. Contact us with your idea and any reference images and we’ll guide you through the process. 

Do you collaborate with artists, schools, or theatre companies? Absolutely. We welcome collaborations with artists, schools, and theatre groups to create exclusive collections or show-specific merchandise. Get in touch to discuss partnership options.

Do you offer wholesale or bulk pricing? We can accommodate bulk and wholesale orders for productions, schools, and retailers. Minimum quantities and lead times apply. Please contact our team for a quote and production timeline.

Sustainability and Environmental 

Do you use sustainable or recycled materials? Yes. Where possible we source recycled, sustainable, or organic fabrics and blanks for printing. Material availability varies by product and supplier, but we prioritise options that reduce environmental impact without compromising quality.

How does print on demand help the environment? We use a print on demand model so items are produced only after an order is placed. This means no large warehouses of unsold stock, far less overproduction, and every product made is destined for a home where it will be used.

How can I help reduce environmental impact as a customer?

  • Choose sustainable materials when available.

  • Order thoughtfully to avoid returns.

  • Care for garments using cold washes and air drying to extend life.

  • Recycle or repurpose packaging and old items.

If you have a sustainability question not covered here, get in touch and we’ll be happy to help.

Design Process and AI

Do you use AI in your designs? Some of our creative work begins with AI-assisted inspiration or concept generation, which helps us explore colourways, layouts, and typographic ideas quickly. Every single final design is then carefully crafted and refined by a human designer in our family studio. We manually edit, adjust, and hand-finish each piece to ensure the result is lovingly made, theatre-ready, and true to the spirit of the show. We always disclose when a design started from AI inspiration and we never let automation replace the human touch that defines our brand.