Questions, answered properly.

Add what you want to the bag, open the bag and go to checkout, enter your delivery details, choose a payment method and confirm. You will get a confirmation email within a few minutes. If that email does not arrive, check your spam folder before assuming the order failed — and if it is not there either, tell us rather than ordering again.

No. You can check out as a guest. An account is only worth creating if you want your order history and addresses saved for next time, or if you want to follow deliveries without digging out the confirmation email.

If it has not shipped yet, usually yes — email us straight away and we will do what we can. Once a parcel is with the carrier we cannot recall it, but you still have the right to return it once it arrives.

Made-to-measure orders are different. Once cutting has started the garment cannot be unmade, so changes are only possible before production begins. We will always tell you when that point is.

Before dispatch, yes — email us as soon as you can. After dispatch it depends on the carrier and is not something we can promise. Some carriers let the recipient redirect a parcel from the tracking page, which is usually faster than going through us.

The product page shows current availability for the size and colour you have selected. If a combination cannot be added to the bag, that variant is not available. When something is out of stock but returning, the page says so.

We sell online. Our office and design studio are in Lisbon and we hold stock in Portugal and Milan, but none of those are retail spaces you can walk into. Visits to the Lisbon office are by appointment only — email first.

Card (Visa, Mastercard and American Express) and PayPal are available everywhere we ship. Depending on your country you may also see local methods such as iDEAL, Bancontact, Multibanco, Przelewy24, EPS, Alipay or WeChat Pay, and on supported devices Apple Pay and Google Pay.

The full list for your country and device is shown at checkout. There is more detail on our payment options page.

Yes. Card details are entered directly into the payment provider’s own secure form and are never stored on our server or visible to us. The whole site runs over HTTPS. If you pay by PayPal you do not share card details with us at all.

Euros (EUR). If your card or PayPal account is in another currency, your provider converts at their own rate and may add a conversion fee — that is between you and them, and we never see it.

Yes. Every price shown includes VAT, so the figure on the product page is the figure you pay. Nothing is added at the end except shipping, where shipping applies.

If your business is registered for VAT in an EU country other than Portugal, yes. Enter your valid VAT number at checkout. We validate it against the EU VIES database and, if it checks out, the order is invoiced without Portuguese IVA under the reverse-charge rules — you then account for VAT in your own country.

Two things to know. A Portuguese VAT number does not remove the tax, because the supply is domestic. And a personal tax number is not a business VAT number — only a valid, VIES-registered business number qualifies.

Inside the EU, no — goods move freely and the price you paid is final.

Outside the EU, including the United Kingdom, the United States, Canada and Australia, your country may charge import duty, local sales tax or a customs handling fee on arrival. Those are set by your government, not by us, we cannot calculate or absorb them, and they are payable by you. Your local customs office can tell you what applies before you order.

Not at the moment. If that changes it will be on the site — we would rather say no plainly than list something that does not exist.

Our main markets are Europe (including the United Kingdom, Switzerland and Norway), the United States, Canada and Australia. We accept orders to most other destinations as well. If you are unsure whether we reach you, enter your address at checkout — if a shipping option appears, we ship there.

Standard shipping is a flat rate to every destination, and free shipping starts at a different order value depending on the region. The current figures are listed on our shipping and delivery page, which reads them directly from our live shipping configuration rather than repeating them by hand.

The exact cost for your address is always shown at checkout before you pay.

The exact cost for your address is always shown at checkout before you pay. More detail is on the shipping and delivery page.

Stock items are picked and dispatched from our warehouses in Portugal or Milan. European deliveries are typically the quickest because they never leave the EU; orders to the US, Canada and Australia take longer and clear customs on arrival.

Made-to-measure is produced to order and takes longer — see the made to measure section. Where an order is urgent we can sometimes ship direct from the factory instead of the warehouse; ask us before ordering if timing is critical.

Yes. When your parcel is dispatched we email a tracking link. You can also look it up yourself on our track order page using your order number.

Tracking sometimes takes a day to start updating after dispatch, and can look stalled while a parcel is in customs. That is normal and does not mean it is lost.

Give it a little time if the parcel is crossing a border, then email us with your order number. We can open an enquiry with the carrier, which you usually cannot do yourself.

Carriers normally attempt redelivery or leave the parcel at a local pickup point and notify you. If it goes unclaimed it eventually comes back to us; we will then contact you to arrange reshipment or a refund. Reshipping is charged again, so it is worth watching the tracking.

Yes — enter a separate delivery address at checkout. Note that a mismatch occasionally triggers your bank’s fraud checks, which is a matter between you and your bank rather than something we control.

It depends on the carrier and the destination. If checkout accepts the address you can assume it is deliverable, but a street address is always more reliable for a signed-for parcel.

It means the garment is cut to your measurements rather than picked off a shelf in a standard size. We have our own development team and factory, so producing a single garment to a specification is a normal order for us rather than a favour.

There is more on the made to measure page.

Email us with the piece you have in mind and your measurements. We will confirm what is possible, quote the price and the lead time, and only start once you have agreed both.

Our size guide shows which measurements we need and how to take them. Measure over the layer you would normally wear underneath, keep the tape level and snug but not tight, and if you can, have someone else do it. If you are unsure, send what you have and we will tell you what is missing rather than guessing.

Longer than a stock item, because it is made after you order. We quote a realistic lead time for your specific garment before you commit, and we would rather quote honestly than promise a date we will miss.

No, and this is the most important thing on this page to understand before you order. Goods made to your own specification are excluded from the 14-day right of withdrawal under EU consumer law, because they cannot be resold to anyone else.

That exclusion applies to changing your mind. It does not apply to faults: if a made-to-measure garment is defective, badly made, or not what was agreed, your legal guarantee applies in full and we will put it right. See consumer rights and legal guarantee.

You have 14 days from receiving your order to tell us you want to return it, and the goods must come back unworn and in their original condition with any tags still attached. Full details and the exact steps are on the refund and returns policy page.

Email us with your order number and what you are sending back. We will confirm the return address and how to send it. Please do not post anything back before telling us — unannounced parcels are much harder to match to an order and to refund.

If you are returning something because you changed your mind, you pay the return postage. If the item is faulty, damaged in transit or not what you ordered, we cover it — send us photographs first and we will arrange the return at our cost.

We refund to the original payment method once the return arrives and has been checked. Your bank or PayPal then takes its own few days to show it. If the wait goes beyond that, tell us and we will send you the refund reference to give your provider.

Email us photographs of the item and the packaging as soon as you notice, with your order number. Do not return it first. We will arrange a replacement, a repair or a refund and cover the shipping either way.

Yes, subject to the size being available. Tell us when you start the return and we will hold the replacement where we can. If the size you need has gone, we refund instead.

Tell us first — most things are settled that way. If they are not, you can use the Portuguese electronic complaints book or refer the dispute to a consumer arbitration centre, both free to you. The routes are set out on our consumer disputes page. Note that the EU ODR platform referred to by many older sites has closed.

Use the measurements on the product page rather than the size label, and compare them against a garment you already own that fits the way you want. Our size guide explains how. If you are between sizes or unsure how a piece runs, ask us — we will tell you honestly rather than talk you into the sale.

Go by the measurements, not the age on the label; age ranges vary enormously between brands. Sizing up for growing room is reasonable for outerwear, less so for anything that needs to fit properly now.

Yes. Each product page states the material for that specific item. Where a piece uses something other than full leather we say so on the page rather than leaving it to be discovered.

Because we manufacture through our own factory and ship from our own warehouses, so there are no wholesalers between the cutting table and you. The saving is in the supply chain, not in the material.

Keep it out of direct sun and away from radiators, let it dry naturally if it gets wet rather than forcing it, and condition it occasionally with a product intended for the finish. Never put leather in a washing machine. Our leather and garment care page goes into detail, and the garment label always takes precedence.

Use the “lost your password” link on the sign-in page and follow the email. If the email does not arrive, check spam, then contact us — occasionally an address has a typo in it.

We use it to process your order, deliver it and meet our legal obligations, and nothing else. We do not sell it. What we collect, why, how long we keep it and how to ask for a copy or deletion is set out in the privacy policy.

No. Order-related email is sent because you bought something. Marketing email only goes to people who opted in, and every one of those carries an unsubscribe link that works immediately.

Yes — ask us and we will do it. We have to keep invoice records for the period Portuguese tax law requires, so order records survive the account itself; everything not legally required goes.

Yes. We supply retailers both as wholesale stock and by dropshipping, and we provide the photography, descriptions, measurements and trade prices to list with. It is all set out on our wholesale and dropshipping page.

Yes, including made-to-measure runs for uniforms, teams and events. Tell us the quantity, the specification and the date you need it by, and we will tell you whether it is realistic.

We are looking for sales and marketing representatives in the markets we ship to. Details are on the careers page.