Frequently asked questions

By card, Apple Pay or Google Pay, on the secure payment page of our payment provider. Your card details are entered there and never reach us.

Yes. All prices are shown in pounds sterling and include VAT. Delivery, if it applies, is shown before you pay: £4.95, or free on orders of £150 or more.

If you need to change something, e-mail [email protected] as soon as possible with your order reference and we will do what we can before it is dispatched. You can also cancel at any time within 14 days of delivery by returning the items, as explained under Returns.

Yes. Once your payment goes through you will see a confirmation page and receive an e-mail with your order reference, which looks like TN-XXXXXX. Keep it, as you will need it to track your order or contact us.

We deliver to addresses in the United Kingdom only. We are not able to ship outside the UK at present.

Standard UK delivery is £4.95. It is free on orders of £150 or more.

We dispatch orders within 48 hours. Delivery then usually takes 5–7 working days. Working days are Monday to Friday, excluding bank holidays.

First check its status on the order tracking page. If it is later than the times above, e-mail [email protected] with your order reference and we will look into it.

Yes. You have 14 days from the day you receive your order to tell us you want to cancel, and a further 14 days after that to send the items back. Items should be returned unworn, in the condition you received them; you may handle and try them on as you would in a shop.

E-mail [email protected] with your order reference and the items you are returning. We will reply with the return address and instructions.

You pay the cost of returning items, unless they are faulty or not as described, in which case we cover it. We recommend a tracked service and keeping your proof of postage.

We refund you within 14 days of receiving your return, to the card you paid with. The refund includes the standard delivery charge you paid on the original order. We may reduce the refund if an item has been handled more than necessary to try it.

We do not offer direct exchanges. Return the item for a refund and place a new order for the size or colour you would like. Ordering the replacement straight away is the quickest way to make sure it is in stock.

Contact us at [email protected] with your order reference and a short description or photo of the fault. Under the Consumer Rights Act 2015 you can reject faulty goods for a full refund within 30 days of receiving them. After that, you are entitled to a repair or replacement, and if that does not solve the problem, a refund. We cover the return postage for faulty items.

Each product page has a size guide with measurements and a note on the fit. Measuring a similar garment you already own and comparing it with the guide is the most reliable way to choose.

Each product page gives advice for that piece. As a rule, take the larger size for knitwear and outerwear you plan to layer, and the smaller size if you prefer a closer fit. If you are unsure, e-mail us and we will help.

Our trousers come with an inside leg of 32 in, and a tailor can shorten the hems. Blazer sleeves can also be adjusted by a tailor. We suggest trying the item on at home before having it altered.

Care instructions are listed on every product page and on the label inside each garment. Following them is the best way to keep a piece in good condition.

Where the label allows, hand wash in cold water with a wool detergent, press out the water without wringing, and dry flat away from heat. Fold knitwear rather than hanging it. Our journal has a full guide to caring for cashmere.

Pilling is a natural feature of soft wool and cashmere, especially in the first few wears, and is not a fault. Remove pills gently with a cashmere comb or fabric shaver.

Go to the order tracking page at /track and enter your order reference (in the format TN-XXXXXX) together with the e-mail address you used at checkout.

It is in your order confirmation e-mail; check your spam or junk folder too. If you still cannot find it, e-mail [email protected] from the address you used at checkout and we will help.

E-mail [email protected]. Please include your order reference if your question is about an order.