Shipping policy

Once an order is scanned into USPS, we aren’t responsible for lost, broken, or damaged items. All items must be insured through Route at checkout for coverage. If you do not select this option at checkout, you will not be able to replace damaged or lost items.

All lost and damaged orders will be handled directly via route for reimbursement.  File a claim with route here: https://claims.route.com/

If you do not select Route as an insurance option:

If your item was shipped priority, you will have $100 of insurance automatically included via USPS.  This will be handled directly through them. USPS policy states that you save your entire damaged package, including the box/envelope, packaging, broken item, etc and bring it to USPS upon request for inspection. If you get a damaged item and throw away anything before you make a claim, you will not be reimbursed by USPS, so save everything. Click here to file a claim with USPS.

If your package says delivered and is not with your mailbox, check with your postman (or woman) and file a missing mail search with USPS to alert them that your package is missing.

We are not available to troubleshoot any issue with USPS insurance. The consumer is responsible for contacting USPS and filing a claim on their own time, as they declined the insurance option provided at checkout.

If your package is returned or delivered to the wrong address because you entered the wrong address at checkout, you are responsible for paying a second shipping fee to get it to your house. We so not refund any orders if you entered the wrong address and do not want to pay shipping a second time to get your order.\

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Most of our offerings are ready-to-ship and will ship out within 3 business days to you. We ship out orders twice a week, on Mondays and Thursdays.

Occasionally, we include our customers in the creation process of an item and offer it made-to-order. For these items, the listing will specify the timeline for production and shipping. In general, MTO items take a full season to be completed: estimate 3-4 months until shipping.

All items in an order will ship out when everything is complete - if items are bundled into one order, it will ship when the last item is ready. You can email us for separate shipping.

Ready-to-ship or completed orders are shipped out during business hours every Monday and Thursday. Purchases made on weekends and public holiday will be processed the next business day.

Once your order has been placed, a confirmation email will be sent to your email address. If you do not receive a confirmation email, please check your spam folder, or email us. Once your order is shipped out, you will receive a shipping confirmation and tracking details via email. 

Please note, during busy periods or within one week (7 days) of a new collection launch or sale there may be delays with order processing and dispatch.

Please see our FAQ for additional shipping information.