ORDER FAQ

FREE SHIPPING ON ORDERS OVER:

UK - £50
REST OF THE WORLD - £150

For orders outside the UK, please be aware that there may be customs fees to pay on your order before delivery. Any charges are the responsibilty of the customer.

  • Where do you ship to?

We ship worldwide!

 

  • How much is shipping?

Our shipping is calculated by weight, so shipping cost depends on what you buy.  Simply add your chosen products to cart & enter your shipping address. The correct shipping cost will then be calculated for you :)

 

  • How will you ship my order?

Orders are shipped from the UK

UK Shipping Options:

  • FREE ROYAL MAIL TRACKED 48 shipping on orders over £50
  • Royal Mail Tracked 24 (1 day delivery aim)
  • Royal Mail 2nd Class (single Patches)
  • Royal Mail Tracked 48 (2 day delivery aim)

USA & Australia Shipping Options:

  • Standard Shipping - Royal Mail International Shipping (Non-tracked)
  • Royal Mail Tracked
  • USA FedEx Priority Tracked Shipping (1-2 working days)
  • Australia FedEx Priority Tracked Shipping (3-4 working days)
  • FREE Tracked Shipping on orders over £150
  • Customs charges may apply on your order before delivery

EU & ROW Shipping Options: 

  • Standard Shipping - Royal Mail International Shipping (Non-tracked)
  • Royal Mail Tracked
  • FREE Tracked Shipping on orders over £150
  • Customs charges may apply on your order before delivery

 

  • How often do you ship?

We aim to ship orders within 1-3 working days

Made to order items take 5-7 working days to be produced

 

  • How long will my order take to arrive?

*We are currently experiencing delays due to continued issues caused by COVID-19 (& BREXIT when shipping to the EU)*

Once shipped you can expect your order with standard shipping to arrive in...

UK orders: 1-3 working days

Europe: 7-10 working days

USA & Everywhere else: 10-14 working days

*Please be aware that unforeseen circumstances can occasionally arise within the postal system which can cause a delay. Please get in touch with us if your order is taking an unusual amount of time to arrive: cousinscollective@gmail.com

 

  • What does 'Made To Order' mean?

Made to order items are just that - 'made to order'!  We will only begin production on these items once an order has been placed. This usually requires ordering in a blank product from our supplier & embroidering in house on one of our machines. Hence the estimated production time of 5-7 days.

This helps us to cut down on stock wastage and allows us to offer a wider range of colours & sizes.

In the unlikely occasion that the colour or size you ordered may be out of stock at the time of ordering, we will contact you via email to offer an alternative replacement.

 

  • Do you have a clothing size chart?

We use a variety of different brands for our embroidery blanks, therefore we always post the specific size chart or measurements at the bottom of each clothing listing. We recommend using these measurements to compare with a garment you already own.

If there's a size chart missing or you require additional measurements, please shoot us an email:

cousinscollective@gmail.com

 

  • Can I cancel my order?

Please email us within 24 hours of placing your order to request a cancellation. We cannot cancel your order if it has already been shipped or if we have began production (for made to order items).

 

Due to a high number of customer chargebacks, we reserve the right to cancel any orders that are flagged on our system as a possible fraudulent order. We may contact you directly to request extra details for your order.

 

RETURNS:

We do not accept returns on made to order items. However, if you have bought the wrong size of an item of clothing, you can return the item for an exchange within 30 days of delivery. As long as the item has not been worn and is in AS NEW condition.

Please note, exchanges will incur an extra shipping charge to re-ship the replacement item.

Returns are accepted within 30 days of delivery for other items.

Please email us first to arrange a return or exchange:

cousinscollective@gmail.com