Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

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Last updated: November 2025
1. General Questions
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2. Product Questions
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3. Payment Questions
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4. Shipping Questions
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5. Contact Questions

1. General Questions

What is your return policy?

We offer a 14-day return policy for non-customised, unworn, unwashed items with all tags and labels remaining.  If you are not satisfied with your purchase, you may return it within this timeframe for a full refund, provided it meets our return criteria. You may find our full returns policy here.

How do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on carrier's website.

Can I cancel or modify my order?

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please get in touch with our customer service team as soon as possible. We'll do our best to accommodate your request.

2. Product Questions

What size should I order?

Garments in our outerwear collection are available in a range of sizes to accommodate various body sizes. Each garment page includes product and model measurements; however, we understand that every body is different. 

 

We offer a free customisation service where we are able to adjust sleeve length and garment length to achieve your perfect fit.  We have created a size guide to help

What is the material of these products?

Our garments are handmade from 100% British Wool, sourced from Yorkshire, unless otherwise stated. The material for each product is listed on the product page, under the "Details" section. If you have further questions about the material, please don't hesitate to contact us.

How do I care for this product?

To maintain the integrity of your wool garments, we recommend dry cleaning or gentle hand wash spot cleaning with cold water. Avoid using harsh detergents and always lay flat to dry to prevent any distortion of the fabric.

 

To refresh your garments, we recommend hanging them in a well-ventilated area. Each order comes with a complimentary set of natural Cedar wood balls. These can act as a natural, chemical-free moth deterrent.

 

Care instructions for each product are also listed on the product page, under the "Details" section. Please follow the care instructions to ensure the longevity of your product.

Can I see this product in other colors?

If the product is available in other colors, they will be listed on the product page. If you don't see the color you're looking for, please contact us and we will do our best to assist you.

3. Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.

Do you offer installment payment options?

We currently do not offer installment payment options. 

Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely through Shopify and Shop using industry-standard encryption technology to protect your information. We do not store your payment information.

4. Shipping Questions

How long does shipping take?

We do not hold large quantities of ready-made garments. We do this to reduce waste and to be able to offer each client a customisable garment. 

 

We aim to have your order cut, sewn and dispatched 1-2 weeks from order placement. Though not all garments will take that long, if there are delays with your order, we will update you via the email you have provided whilst placing your order. 

 

Items like bandanas, scarves and throws are available for dispatch faster. Please refer to the shipping information on the specific product page for more details.  

 

Once your order has been dispatched, you will receive a confirmation email from the shipping carrier with a tracking number. 

How much does shipping cost?

Shipping cost depends on your location and the shipping method you choose. Shipping costs are shown on the checkout page.

Do you offer free shipping?

Yes, we offer free shipping on orders above a certain amount. Please refer to our shipping policy for more details.

5. Contact Questions

How can I contact customer service?

You can reach our customer service team by emailing contact@northcotestudio.co.uk or by filling in our contact form.

What are your business hours?

Our business hours are Monday through Friday from 9:00am to 5:00pm GMT

How can I provide feedback?

We welcome and value your feedback! You can leave us a message through our contact page on our website.