Questions or comments? Call Doug (704) 502-2500 [email protected]

Shipping & Returns

From our workshop to your door.

How we ship, what to do if something arrives damaged, and how returns work for ready-to-wear pieces and custom-made orders.

Ships to
U.S. & worldwide
Ready-to-wear returns
7 days
Report damage within
48 hours
An open shipping box lined with tissue paper holding a folded red velvet Santa coat with white fur trim and a black leather belt

Shipping

How we ship

  1. Live rates at checkoutWe ship within the United States and internationally. Enter your address at checkout to see real carrier rates and estimated delivery times, then choose the one that suits you.
  2. Ready-to-wear & accessoriesThese ship from our Charlotte, NC workshop once your order is packed.
  3. Custom-made piecesThese are built after Doug approves your measurements. We give you a realistic timeline at approval and keep you posted if it changes. Ship dates for custom work are estimates, so order early for the holidays.
  4. TrackingWhen your order ships we email you the tracking number. You can also see status and tracking anytime under My orders.
  5. International ordersDuties, taxes and customs fees charged on delivery are the customer's responsibility.

On arrival

Damaged or missing?

Open and check your box when it arrives.

If anything is damaged or missing, tell us within 48 hours of delivery so we can file a claim with the carrier. Email [email protected] with your order number and a few photos of the item and the box, or call (704) 502-2500.

Please keep the box and packing until the claim is settled. Anything that arrives damaged or isn't what you ordered, we'll make right, including the return shipping.

Returns

Returns & exchanges

Ready-to-wear & accessories

  • Return within 7 days of delivery for a refund of the item price.
  • Items must be unworn, unwashed and in original condition, with all tags and packaging.
  • Contact us first for a return authorization. We can't accept returns sent without one.
  • Return shipping is paid by the customer unless the item arrived damaged or wasn't what you ordered.
  • Sale items, worn items and items altered after delivery can't be returned.

Custom-made pieces

  • Custom Santa suits, Mrs. Claus outfits and custom boots are built to the measurements you sign off, for you alone, so they can't be returned or exchanged.
  • The exception: a defect in materials or workmanship, or a piece we didn't build to your approved measurements. We'll fix it.
  • If it doesn't fit because the approved measurements were off, we'll help you with alterations. In that case alteration costs and shipping are the customer's.
  • That's why Doug reviews every measurement set before anything is cut. Not sure about a number? Book a Zoom call first.

Refunds

How refunds work

  1. Ask for a return authorizationEmail or call us with your order number.
  2. Ship the item backUse its original packaging and the address we give you.
  3. We inspect it and refund youOnce it arrives and checks out, we refund the item price to your original payment method.

Questions about an order?

Have your order number handy (it looks like PSS-20261012-001) and we'll sort it out.

Call (704) 502-2500 Send a message Full terms of sale