When will my order ship?
Most orders will ship the next day after it is purchased.
Can I change my order after it is placed?
We are able to make changes to your order if it has not yet been processed for shipping. Please contact us at firstname.lastname@example.org with the details of your request.
What if there’s a problem with my order?
No matter what the problem is, please contact us at email@example.com. We will do everything we can to help.
What does it mean when an item is waitlisted?
An item may be waitlisted if it is a new style coming soon. By adding yourself to the waitlist, you will be first to know when the item becomes available. Your email address will only be used for the specific waitlist you choose to add yourself to, and nothing else.
How long does the waitlist take?
It depends on the item, but generally we aim to have you wait no longer than a couple weeks.
What happens when the wait is over?
As soon as an item becomes available, you will be the first to know by being notified at the email address you provided.
How much does shipping cost?
Shipping is calculated at checkout based on the shipping speed of your choice, package weight, and destination. We offer free standard shipping for orders over $300.
How long does shipping take?
We offer three options for domestic shipping: UPS® Ground, UPS 3 Day Select®, and UPS Next Day Air®. Available options based on location will appear at checkout.
Do you ship internationally?
Yes, we are testing this option! International shipping is offered via UPS. Please be aware that import duties are the responsibility of the recipient, and international orders are not eligible for return.
What is your return policy?
Returns may be initiated within 14 days of the shipping date. Items must be unworn and have all tags attached. Reach out to us at firstname.lastname@example.org with your request, and a shipping label will be provided to you upon approval.
Do you offer free returns?
Although we would love to, we are a small company and are not able to support free returns. Return shipping costs will be deducted from your refund. Thank you for understanding!
Do you offer exchanges?
Yes, we are able to offer an exchange for a different size at no additional cost. We do not offer exchanges for a different color or style. Exchanges are subject to product availability. To initiate an exchange, reach out to us as email@example.com with your request, and a shipping label to exchange your item will be provided to you. Exchanges must be initiated within 14 days of the original order ship date.
When will I receive my refund?
Once when we receive your return, please allow 2-3 business days for your return to be processed, and then 5-10 business days for the refund to be posted to your account.
Size & Fit
How do I choose my size?
Choose your size by reviewing our size chart. If you would like personal guidance, please reach out to us at firstname.lastname@example.org.
How does the clothing generally fit?
Based on the size chart measurements, the clothing should have a comfortable, slightly relaxed feel. However, we understand that all bodies and preferences are different, so if you have any questions at all please contact us at email@example.com.
What if I’m pregnant?
That’s great! We absolutely have something for you. Reach out to us at firstname.lastname@example.org for suggestions and size advice.
What if I want alterations?
Glad you asked. Some of our items suggest specific alterations within the product descriptions. If this is the case, we would be glad to cover the cost of the suggested alterations in the form of store credit, up to $20 per item. To do this, please contact us at email@example.com with your order number and a copy of your itemized receipt for the alterations. Please be aware that once an item is altered, it will no longer be eligible for return.
How do I care for my garment?
Our care instructions are created with garment longevity and environmental impact in mind. Hand wash in cold water with mild soap. Do not bleach. Lie flat or hang to dry. Use low iron or steam as needed. Or dry clean. Please consider using a low impact service if one is available to you.
What if I choose to machine wash instead of hand wash?
We do not recommend machine washing our items because of the wide variety of machines that exist, and the differences in how they may handle your garment.
Will my garment shrink?
Garments are not likely to shrink. We’ve even taken the extra step to pre-wash many of our fabrics to prevent future shrinking. Some fabrics, like the Ecovero™ Viscose, may appear to shrink when wet, however will return to its original shape after air drying and a light steam.
Why do you recommend steam?
Air drying will leave some fabrics feeling slightly crisp. Steam is a gentle way to ease fabric back to its original wrinkle free shape, soft handfeel, and luxurious appearance. For hand held steamer recommendations or other tips, reach out to us at firstname.lastname@example.org.
Ethics & Impact
What is your approach to sustainability?
Our perspective is that when it comes to reducing our impact, there is always more that we can do. This is the mindset we bring to every design, each decision we make, and the relationships we have with our partners. For us, we value sustainability far more than what something may cost, and we will always choose to go the long way around instead of cutting corners.
What materials do you use?
We source and select materials that are natural, low-impact, comfortable, and can stand up to the reality of everyday life. We seek eco certifications where possible, and always consider the origins of our materials. Our core materials are listed below.
Tencel™ - A Lenzing fiber made from the wood pulp of trees harvested from sustainably managed forests. The wood pulp is converted into fibers using a low-toxicity solvent within a closed loop production process that captures over 99% of the chemicals for reuse. Tencel™ is a versatile, durable fiber with a soft, luxurious feel that is used on its own or in combination with other natural fibers.
Ecovero™ - Viscose - A Lenzing brand fiber made from the wood pulp of trees harvested from sustainably managed forests. The wood pulp is converted into fibers using a low-toxicity solvent within a closed loop production process. Ecovero™ Viscose generates up to 50% lower emissions and water impact compared to generic viscose.
Linen - A strong and lightweight fiber made from flax. Linen requires very little water to grow and every part of the plant can be used, resulting in zero waste. We love linen because it feels great in the summertime and is easy on our environment.
Deadstock - “Deadstock” is a generalized term for over-ordered or leftover materials put on the secondary market instead of heading for a landfill. Often available in smaller quantities, deadstock materials are a great way for us to try something new,or round out our collections without risking high volume commitment to otherwise unattainable fabrics. While we do not send our deadstock materials out for scientific testing, we’re confident that the fabrics we select fall in line with our natural-leaning tendencies.
How do you select manufacturers?
Based in Los Angeles, we work to support other creatives and makers in our local community. Our patternmaker and sample sewers are masters of their craft, and work as independent contractors who set their own hours and rates. Our fabric vendors focus on sustainability, and offer low impact materials made locally and imported from abroad. Our manufacturers are small, often family run operations that utilize healthy industrial practices, fight against low worker wages and make people their priority. Manufaturers we've worked with include Nana Atelier, Mac M Cutting, and Eddie's Apparel - all located in Los Angeles. If you have a suggestion for someone to work with, reach out to us at email@example.com.
What goes into the cost of your items?
Neranese is built upon a direct-to-consumer model, meaning that the clothing we make is sold directly to you. This allows us to offer locally made, high quality items without the major markup of traditional retail. So what goes into our garment costs? Fabric, trims, cutting, sewing, finishing, branding materials like labels and hangtags, and overhead. Overhead covers everything within the development process including patternmaking, cutting, sample sewing, grading and more. Because there is a skilled human involved every step of the way, this adds up - but we feel the price they ask for is more than fair. We are grateful to support our partners by making our collection directly available to you.
What if I have another question?
We would love to hear from you! Please reach out to us at firstname.lastname@example.org