Every house ships its own orders from its own stock. That single fact explains almost everything else on this page.
Who ships it
The house that sells the item. We are the shelf and the checkout, not a warehouse. Nothing is consolidated, repacked or forwarded through us, which means a parcel reaches you in the fewest hops available and no house waits on another house to pick.
The trade-off is the split order. See The houses.
How long it takes
Two clocks, and confusing them is the most common reason an order feels late.
| Clock | Starts | What it covers |
|---|---|---|
| Production | At purchase | Made-to-order and pre-order items only. The item is cut and built after you buy. Stated on the product page. |
| Transit | At dispatch | The carrier’s own estimate, from the tracking notice onward. |
A made-to-order item is not late until production has finished and it has not shipped. The window on the product page is the one that governs. We do not publish a single platform-wide dispatch promise, because a house that hand-builds footwear and a house shipping a print off the shelf are not the same operation and one number would be a lie about one of them.
Tracking
- A dispatch email goes out per house, as that house ships.
- Each one carries its own tracking number and carrier.
- An order with three houses in it produces three dispatch emails, usually on different days.
- Tracking can take a day to show movement after it is issued. A number that reads “label created” is normal on day one.
With an account, everything above is also on your order history.
International
Most houses ship internationally. Availability is resolved at checkout from your address, so if a destination is not served you will see it before you pay rather than after.
Duty, VAT and customs handling are yours, not ours. They are raised by the destination country against the person receiving the parcel, they are not part of the total at checkout, and we cannot quote or pre-pay them. A refused parcel that is returned to the seller is treated as a return under the returns policy, including who pays the postage.
If it does not arrive
- Check the dispatch email for that house. A split order is not late just because one of three parcels has landed.
- Check tracking. Most stalled parcels are held at a local depot or awaiting duty payment.
- Contact the house. They hold the carrier account and can open the claim.
- If that goes nowhere, tell us with the order reference and we will mediate. We answer within three business days.