We take great pride in giving our customers the kind of service that we would hope to receive from a mail-order company - friendly, helpful and efficient.

We like to say 'yes' to our customers, so if we aren't able to accommodate particular requests it certainly won't be for a lack of trying; we will respond to all enquiries as quickly as we can; and we will try to keep you informed through every step of the order process.

That starts with the packing. Every item we send out is carefully packaged, wrapped in tissue paper that is itself scented with our signature fragrance and packed in a branded hush box.

For gifts, we will wrap everything individually (or as requested) for free, we will include a hand-written gift note and (for an additional £3.95) we will put it in one of our beautiful case-lined gift boxes.

We aim to turn around an order within one working day (although this can take a little longer at sale time) and we will email you with a tracking number as soon as the item's ready for despatch.

Of course, we do occasionally make mistakes. On those occasions, we will always try to sort it out at the very minimum inconvenience (and no financial cost) to you.

The same is true with products that develop a fault. If there is a genuine problem with the manufacture of any garment, we will replace it or (if we are not able to do so) refund you the purchase price.

Our definition of genuine is pretty generous, but it's fair to warn you that it doesn't include boil washing your cashmere henley or climbing over barbed wire in your silk pyjamas!