I can't thank you enough for your patience and support over the last year. It's been a really tumultuous time to navigate - as a brand owner and a human in general. We've had many obstacles to juggle, and I finally feel like we're coming out of the other side.
We've had the pandemic which delayed deliveries, hospital stays and operations, fabric shipment delays because of Brexit...But on the other hand we moved into a brand new studio space, grew our team and welcomed Kasia to the Lucky family, and we've had the busiest 12 months we could have ever imagined. All of this is thanks to you.
We wish to remain a slow-fashion brand and taking the time to custom make each of your orders is at the heart of who we are. We don't want to offer ready-to-ship items made in set sizing - that's not what we do here! We know having a garment that is made to fit you perfectly is worth waiting for. We're hopeful that within the next couple of months we can get to a point where we can open more regularly, whilst maintaining our ethos.
We have taken the decision to accept a limited amount of orders during each opening, before temporarily pausing any new orders being placed on our shop. This is because we are reaching full capacity for orders quickly during each shop opening, and we need to allow ourselves room to catch up. We are working hard to catch up on orders and we feel that giving ourselves a little room to concentrate on processing current orders is for the best. Keep an eye on our Instagram page for updates, and sign up to our mailing list for first news on re-opening dates.
Our processing times for orders will be around 12 weeks from November orders and onwards. Our processing times are estimated to the best of our knowledge, and are not set in stone. Creating hand-made made-to-measure garments takes time, and we appreciate your patience and understanding on this.
We are still noticing that postal services are experiencing delays due to Covid and Brexit, and all postal services are incredibly busy, so packages that have been shipped are taking longer to arrive than usual. Unless you specifically chose to upgrade to Tacked Shipping at checkout when you placed your order, there will be no tracking available for your package. Postal times are varying wildly at the moment and are quite erratic. Here is what we’ve found with current packages:
Post to the UK and Europe is taking around 3-6 weeks to arrive.
Post to the USA And Canada is taking 4-12 weeks to arrive.
Post to Australia is currently taking 12+ weeks to arrive.
We are trying our very best to work as quickly and efficiently as possible during this time. We are responding to our messages and emails once a week, usually Friday afternoons. We really appreciate your patience, understanding and support.
We've thrown standard Size Guides out the window. We recognise that everybody is unique, and so is every BODY. That's why we aren't going to ask you which box you fit in, and instead we create each piece custom made to fit YOU and your body measurements. Our items are SIZE:YOU, just like it states on our labels.
Measuring is much easier and straight forward than you might think. Click the 'Size Guide' tab on each product listing to view the Measuring Guide. You can also view our Measuring Video, which has lots of hints and tips, by clicking here.
Don't forget you can sign up to our Mailing List to receive a free downloadable 'Know Your Body' Worksheet, which has places for you to keep a record of your measurements and has even more hints and tips to help you on your way.
I've ordered before - do you still have my measurements?
Yes, we keep a record of every order which includes measurements, sizes used, and any fit notes that are relevant. If you have already received an item from us and would like to go ahead and place another order for the exact same size, there's no need to supply your measurements again. Leave us a note with your order (or email us with your order number) to request the same size as your previous order/s.
If you'd like to make another order and you'd like to tweak the fit moving forward - such as the cups fit well but the band needs tightening this time - it's very important that you do not try to adjust your measurements! This can affect the cup/band size altogether. Simply let us know any tweaks needed based off your previous order/s and we can update your file with the fit notes moving forward.
Measurements - Where to add them
Where do you leave your measurements for your order? Simple. Add the items you'd like to order to your cart. Then click on 'VIEW CART' before you proceed to checkout. On your Cart page, there is a box where you can type in your measurements and any other notes you'd like to leave us. Once you have done this you can then click through to proceed with checkout. *We've had feedback that this comment/notes box is only showing up for certain payment methods. Don't panic if the notes box doesn't show for you - follow the steps below instead.*
If you place your order and have forgotten to add your measurements in the box in your cart, don't panic. You can email them to us by replying to your confirmation email, or send them here - email@example.com - remember to include your name and order number.
Pregnancy, Breastfeeding and Measuring
For advice on when to order your maternity/nursing bras during pregnancy, please click here.
What Happens When I Place An Order?
When you place an order, the first thing you will receive is an Order Confirmation email. This will include your order number, details of the items within your order, and your shipping address etc. This is confirmation that your order has been successful.
After this, your order will be placed in a queue, and will head into production when ready. Once your order has been completed and shipped, you'll receive a dispatch email to confirm that your order is on it's way. This email is confirmation that your order has been packaged and shipped out to you. Your dispatch email will have the option to track your order, but shipment tracking information is only available if you chose to upgrade to the Tracked Shipping option at checkout when you placed your order.
We do not send any update emails between your order confirmation and dispatch emails. These two emails are the only ones you will receive from us, unless there is something we need to clarify/contact you for.
Your items are sent from Spain via air mail with Correos, all items will be sent standard shipping unless otherwise agreed and arrive usually within 7-10 working days within Europe, and between 7-21 working days to the rest of the world. We obtain receipts upon postage however this does not include tracking information for your parcel.
If you would like to upgrade your shipping to include tracking information, please select the shipping upgrade at checkout.
Due to the nature of our garments (intimate apparel) and the fact that they are custom made, we do not accept returns or offer refunds.
However, if there is an issue with your order when it arrives, for instance if the fit isn't perfect, please contact us and we will endeavour to amend the items or will remake your order to ensure a perfectly fitting garment. You should contact us within 5 days of receiving your order, and you will need to return any items which are being amended or remade within 7 days. We are not responsible for return shipping costs. We will ask you to double check your measurements. If any fit issues are due to incorrect measurements being supplied to us, you will not be eligible for any amendments or remakes.
We are not responsible for any items which are lost in the post. Our standard shipping option does not include tracking information. If you would like to upgrade your shipping to include tracking, please do so at checkout.