GENERAL

  1. Due to their made-to-order nature, all sales are final; we do not accept returns. Please see exchange policy below.
  2. We are not responsible for customs and duty fees and/or delays.
  3. Order typically ship within 4 working weeks of the end of a wave, we cannot guarantee shipping dates.
  4. Shipping is done via private courier company to ensure faster and safer deliveries.
  5. We only ship to address you entered as billing address.
  6. You will be issued an email informing you that your tracking number is available online ( attached to your order). Once this email is sent your order will be marked as “completed”

EXCHANGE POLICY

Due to their nature  we do not provide refunds or exchange per se. When you purchase with us you agree that once shipped (that is your package has been handed over to our transporter) the sale is final providing that:
* the product is the one you ordered,
* the size is the one you ordered,
* the color is the one you ordered,
* there are no major defects.

If this is not the case we will work with you to find the most suitable solution. We ask you to verify your order and contact us within 7 days of receiving it ( as per the tracking delivery info) if any issue arise. Passed that point we cannot take responsibility for damaged products.

DEFECTIVE PRODUCTS

We take pride in providing quality products, however unlikely, it may happen (rarely) that a product shipped with a defect. In this case we will proceed with a standard exchange. We ask you to verify your order and contact us within 7 days of receiving it ( as per the tracking delivery info) if any issue arise. Passed that point we cannot take responsibility for damaged products.

CANCELLATION

Unforeseeable circumstances may require you to want to cancel an order. You can do so during the Wave period. Once the Wave is over your order is being produced or might have been shipped already. If it has been shipped (that is our transporter has notified us by email) we will not be able to cancel the order. If the order is being produced we will discuss with you the restocking fees applied based on the level of completion.

UNDELIVERED/RETURNED

Commonly undelivered packages will be destroyed. The most common source of undeliverable packages is either a wrong address, inability to communicated with the recipient or customs not letting the package through.  When this happens we are charged extra fees from the courier company and the transporter. These occurrences require us to understand the reasons behind the problem, we need time to work with the transporter and postal service to understand why a package was “returned”-destroyed.

  1.  If we made a mistake in the shipping address we will obviously cover all costs and the re-shipping of the package to the right address.
  2.  If the address provided was faulty or has changed after the package has been shipped, we will ask you to bare the costs involved.
  3. If the package was held by the postal service for several days/weeks and was left unclaimed by the recipient it will be destroyed. In this case you will also be asked to cover the costs involved.
  4. If the package was turned back by the customs, which is uncontrollable, we will work out a new shipping plan with you.

When such problems occur we will communicate with you and try to sort out a possible solution to get your package. This demands on-going communication between you and us. Based on such communication threads, we will establish due diligence on your parts.  If you fail to contact us, the carrier or the customs in your country, or do not answer our emails regarding custom issues, and consequently the package is destroyed you agree to cover the cost incurred and/or agree to indemnify us toward the payment processing organism ( i.e. PayPal).

LOST  PACKAGES

We have shipped hundreds of packages and we are happy to report a 99% delivery rate but in some unfortunate cases for reasons outside of our control a package may disappear. In the unlikely case that your package is lost we will work with the transporter to try to locate it. The process starts once the tracker shows “expired” or from 45 working days from the shipping date if the package is a no show. The package is assumed officially lost after the tracker expires and you have logged a claim with us within 5 days of the expiration. We will then send you a replacement package free of charge.

It has happened in the past that packages found their way to the wrong address due to a system error or a clerical mistake. In this case we will work with the recipient to have the package sent to you at our cost.

LIMITATIONS

We are not responsible for package (and/or their content) being damaged and/or missing by the postal/courier services and/or 3d parties involved in the delivery and/or reception of the goods.

If you receive a damaged package you should make a claim immediately to the appropriate service in your area. If possible point it out to your delivery man and ask for the right procedure to follow.

We are not responsible/liable for out-of-our-control situations that may arise in the process of the purchase such as but not limited to loss of package and/or damaged goods and/or returned goods and/or delivery delays caused by war, global geo-politic changes, extreme weather conditions, natural disasters, sudden change of regulatory practices, general acts of gods, alien invasion, the destructive power of any fully operational battle station that may or may not be a moon…

We get asked frequently if we can tailor or custom make our clothing and shoes. Our short answer is “we cannot” – so here is why.

One of the biggest challenge in tailoring anything is obviously having the right sizes taken. The few experiences we had in the past for both shoes and clothes ended up with mixed results and unhappy troopers which is what we absolutely do not want. Often time the issue was with taking the measurements. Regardless, to deliver what we sold, we had to remake pieces several times and the sheer financial cost and time spent on each project made it difficult for us to consider the service further.

Making a tailored suit or boot takes significantly more time than a standard size as we need to adjust or remake our patterns accordingly and since these are one-off pieces, it means it cannot be scheduled as part of a batch; so cutting material may take longer as well.

In the case of shoes, we are limited by the selection of soles we can buy from suppliers. We cannot custom make soles – to do so would require us to order a minimum of 1000 pairs which in most cases we would not be able to sell and the making cost would then make our final product way too expensive. Unfortunately most sole suppliers end their size at 12.5/13 US ( 47/48 EU).

Regardless of the product; tailoring always ends up making anything way more expensive and takes much longer to complete. We, on the other hand, believe in getting your order done and shipped within a reasonable timeframe and keeping the product affordable.

Final thought: there are already a few well established and really reputable “tailors” in our community. They are your best choice if you can afford. If not; there is always the possibility to buy a size or two larger and have the clothing altered providing you have a access to a good seamstress.

We use zippers when we have no other choices because zippers are famously unreliable. What is not unreliable is velcro; and nobody wants to have a wardrobe malfunction right before or during trooping ( hence velcro on the pants )

Sometimes we do not have a choice and zippers are a must. We will buy batches of zippers and when they arrive we test each a few times before installing and again after. While it is neither definite nor perfect, it reduces by 95% the risk of a bad zipper.

Alas, it may happen that a zipper “breaks” – not just in our products but in ALL products with zippers. There are easy ways to DIY a fix; and here are our favorite links about common zipper issues

https://lifehacker.com/how-to-fix-every-common-zipper-problem-5975700

https://www.instructables.com/id/HOW-TO-FIX-A-ZIPPER-NO-REPLACE/

https://sewguide.com/fix-a-zipper/

alternatively you can also seek the help of a “professional”, a cobbler, a seamstress, dry cleaner…

The point is, a zipper does not necessarily need to be replaced and can be fixed easily and at low cost if you know what to do.

We never stop making, during waves, off-waves, holidays, weekends… we make items. Some in batches to have some stock, others are made to order. This is one aspect of what we do.

The other important aspect is obviously getting the stuff to you. After you order is made, it comes to the studio where we do a last check and pack it for shipping. Larger orders are put into boxes whereas shoes , clothes and accessories will likely be packed in bubble mailer for protection and then put into a yellow DHL flyer bag-envelop. It helps us get your stuff faster to you, is more eco-friendly and in some cases will help the package go through customs more discreetly (less taxes).

Each week , we drop your packages to our transporter ( between 20-80 packages) who then process it through the various courier services. Our default setting is on DHL , however customers in Europe and Australia may see packages coming through TNT, Japan FEDEX and in case of more remote areas or POBOX EMS will be used.

Once the package is processed we get the tracking number and update our system which then sends you an email with the said number. We’ve had packages reaching their final destination within 3 working days, and others may have taken up to 15 working days but we’ve had 99% delivery success.

It is critical that you provide us with an actual phone number the courier company may reach you at. They will use it if you are not home or cannot deliver. If you cannot be reached and the delivery cannot occur, they will destroy the package which we are not be responsible for. A good tip is to track your package and contact your local DHL/TNT service to arrange delivery when it is convenient for you.