FAQ

you get an order confirmation by email within a few minutes. nothing in your inbox or spam folder after an hour: email roy@delineateclothing.com and we check whether the order exists before you place it again.

email roy@delineateclothing.com with your order number as soon as you can. orders go to the warehouse shortly after they are placed; until then we can change the address, the size or cancel. once the order is in fulfilment or has shipped, we cannot stop it; it then follows the returns policy.

no. you can order as a guest. an account only saves your address and shows your order history.

no. when a price changes, the old price was a real old price and the new one is the new one. we do not run flash sales or countdowns, so there is nothing to time.

to the united states. [other countries follow when the shipping page says so.]

from our partner's warehouse in china. the garments are made there by the manufacturers we buy from; we say so on every product page.

it takes 2 to 3 business days for your order to reach the warehouse and be packed, then 6 to 12 business days in transit to the united states, so most orders arrive within 9 to 17 business days after payment. the exact estimate and the processing steps are on the shipping page.

business days are monday to friday. customs and public holidays can add a few days; if an order is far outside that window, email us and we trace it.

standard shipping is free on every order, with no minimum. there is no express option: the parcel travels the same route whatever you pay, so we do not sell a faster one.

you get a shipping confirmation by email with a tracking link where the carrier provides one. the first scan can take 2 to 3 business days to appear after the parcel is handed over; a link that says "no information yet" on day one is normal. you can also paste the number on the track your order page.

parcels from china go quiet between the departure scan and the first scan in the united states, often for a week. if nothing has changed for more than 10 business days, email us with your order number and we open a trace with the carrier.

check with neighbours, the mailroom and around the door first; carriers sometimes scan a parcel as delivered a few hours before it arrives. if it has not turned up after two business days, email us and we take it up with the carrier.

sales tax, where it applies, is shown at checkout before you pay. [whether import duties are included in the price is confirmed before launch and stated here and on the shipping page.]

[confirmed before launch; the carrier decides.] until then, use a street address.

yes, within 30 days of receiving it, if it is unworn, unwashed and in its original state with everything it came with. email roy@delineateclothing.com with your order number, the item and the reason, and we send you the return instructions and the return address. the full conditions are on the returns page.

wait for our instructions before you send anything: depending on the item, a return goes to our local returns facility or to the warehouse in asia, and we tell you which. a return sent to the address on the shipping label, or anywhere else, may not be accepted.

you do, for a standard return, and the cost depends on where the return is assigned to. we say this before you buy rather than in the small print. if the return is our error, a wrong or faulty item, we bear the cost.

there is no separate exchange flow yet: return the item under the returns policy and order the size you need. email us first and we tell you whether that size is in stock before you send anything back.

we inspect the return when it arrives, then refund to the payment method you used. allow several business days after that for your bank or card provider to show it. return shipping is not refunded unless the return was our error.

email us as soon as you can with your order number and clear photos or a short video of the problem. we replace, refund or take the item back at our cost, and in many cases you do not need to send it back.

every product page carries a size chart in centimetres, per size, with one line of fit advice: true to size, runs small: take one size up, or runs large: take one size down.

the most reliable way to choose: take a garment you own that fits the way you want this one to fit, lay it flat, measure it, and compare with the chart. the fit guide shows where to measure.

garment measurements, taken flat. chest is measured from underarm seam to underarm seam and doubled; a 116 cm chest on a coat is 58 cm across when it lies flat. compare them with a garment, not with your body.

compare the chest and the length first; they decide how a garment sits. the fit line under the chart tells you which way to go. if it does not, email us the measurements of the garment you are comparing with, and we tell you which size matches.

under the first photo of every product: the model's height and the size worn. it is one data point; the chart is the other.

not yet for every product. until we have measured a sample, the chart is the manufacturer's, and the page says so. once we have measured a sample, the measured chart replaces it and the fit line comes from that measurement.

not guaranteed. we restock what sells and what the manufacturer can make again; we do not promise dates. the newsletter announces new edits and restocks, and nothing else.

the composition on the page is the manufacturer's until we have measured a sample; then it is what we measured. we do not describe a fabric as lighter, softer or heavier than it is, and we do not add claims like "breathable" or "water-repellent" without a test.

follow the care label in the garment; it is the manufacturer's instruction and the one the returns policy assumes. where the label is silent: wash cold, inside out, with similar colours, and hang to dry. no tumble dryer and no bleach unless the label allows it.

if you washed it as the label says and it shrank or lost its shape, that is a fault: email us within 30 days of delivery with a photo and we sort it out. if it went through a hot wash or a dryer against the label, we cannot treat that as a fault.

yes. every product is photographed on the same plain grey ground, in the same light, so the pictures can be compared and the garment cannot hide. if a sample turns out to differ from the picture, we replace the picture, not the description.

in china, by the manufacturers we buy from. we did not design them; we selected them, and each page tells you what we know about the piece and what we do not.

because there are none yet. we show reviews when real customers have written them, with a count that comes from the review system, not before.

[the payment methods follow the payment provider; cards, paypal, shop pay and apple pay are the intended set.] the checkout is shopify's own; we never see your full card details.

us dollars. if your card is in another currency, your bank converts at its own rate and may add a conversion fee; we do not control that.

when you place the order, not when it ships.

no. the price on the page is the price. we do not run codes, flash sales or countdowns, and when a price is crossed out it was a real earlier price.

new edits, delivery times and nothing else. one field, one button, and an unsubscribe link in every email.

the unsubscribe link at the bottom of any email. it works at once; if you still get one after that, tell us and we fix it.

email roy@delineateclothing.com. we delete what we are allowed to delete; order data stays for as long as dutch tax law requires. the privacy policy says what we keep and why.

email roy@delineateclothing.com, or the form on the contact page. we answer within two working days. there is no phone line and no chat; one inbox, read by a person.