Frequently Asked Questions
In the world of fashion, the retail sale price (the price you pay for your clothes) is traditionally 5-8 times higher than the manufacturing price. This is due to the particular structure of the industry where the manufacturer/the brand sets the price it sells to retailers by multiplying the manufacturing price by 2.5/3 to cover for manufacturing, development/design costs and overhead costs. The retailers (either the franchisees of the brand itself or department / independent stores) in turn sell to the final customer by multiplying this price by 2.5/3 to cover for personnel, rent, VAT, … and keeping the rest for themselves. At the end of the road, the manufacturing cost only accounts for less than 20% of the price. The problem with this price setting mechanism is that end customer ends up overpaying quality as a slight increase in the manufacturing price has a large impact on the final price even if the difference in manufacturing costs between a high quality and a “standard” piece is not so important. To make more sustainable and higher quality clothes available to more, we have decided to sell only online and to depart from the traditional “multiplier” policy. Selling only online allows us to save a large part of the retail costs (not all of them as selling online also comes with higher marketing, logistical, customer support costs). Using our “Fair Pricing” policy instead of the traditional “multiplier” policy ensures the price you pay is a true reflection of the manufacturing cost and not the fact we are charging a higher margin for improved quality. To determine the price of our clothes, we take the manufacturing price, add the other costs we incur (VAT, design, development, marketing, …) and keep only a fair margin for ourselves. Doing so, we end up charging between 1.5 (for the items with the highest manufacturing costs) and 3 times the manufacturing price. This is less than half of the price charged by traditional brands. That way you are always certain to find the best quality at the best possible price. As an example, the manufacturing cost of our “Ella” sweater is ~115euros excluding VAT (~35 euros for the manufacturing, ~45 euros for the angora yarn and ~30 euros for the printing made in Italy). Adding our design, marketing and logistics costs and keeping a fair margin for ourselves we get to a price of 190 euros while its normal price would be above 500 euros with a margin above 100 euros.
First of all to avoid ethical issues (children labor, abusive working hours and minimum wage) associated with offshore manufacturing. Even if some brands claim ethical issues can be avoided through audits, we believe this can never truly be the case. Indeed, factories usually know when these audits will take place. Moreover, it is a common practice to subcontract parts of the production to other factories which will not be audited. Additionally, even if offshore manufactures comply with maximum working hours and minimum wage standards, these standards are usually less strict in offshore countries. Secondly, because of the carbon footprint of offshore production. As an example, a sweater manufactured in Nanchang at the heart of Jiangxi (one of the largest manufacturing areas in China), will traditionally be transported to Port of Fuzhou (approximately 600 km) then shipped to an Western European port (~18000 km) before being sent to the warehouse (100-300 km). On top of the large distances to be covered, the fact sea transport is heavily polluting (due to the used of heavy fuel) makes it a less sustainable way to manufacture.
First of all, the vast majority of our clothes come from Italy or Portugal (>70%). We do however manufacture in some Eastern European countries simply because each country has its specialization (for example: Portugal specialize in circular knitting techniques (used for sweatshirts or circular yokes), Italy in vertical/linear knitting (used for common sweaters),…). We thus manufacture in some Eastern European countries because you find there some of the best manufactures and because these manufactures can do things that nobody else can. They have kept a know-how that has disappeared elsewhere in Europe. As we need this know-how for some of our creations (for example our sweater with silk collar), we naturally work with them. We do however make sure that these manufactures comply with the same sustainability standards as our other manufactures.
Because we can guarantee that the partners with which we collaborate for the sweaters work in a sustainable way. We will progressively broaden our product assortment but will do so only if we found manufacturers which share our approach.
No, and will never will. We have nothing against it but that’s simply not what we want to do.
You will only find synthetic fibers in our clothes made with “fine hairs” (for example, Alpaca and Mohair) and only in very limited quantities. This amount of synthetic fibers is needed to make the clothes wearable. In other words, you will never find clothes with 100% Angora/Mohair/Alpaca, it’s just not possible to knit clothes with fine hairs only as natural fibers are not flexible enough to be used alone and must come with a little bit of synthetic yarns. Without these synthetic fibers, the clothes would also be too itchy because of the small cuticles present on their surface. That being said, we limit the use of the synthetic fibers to the strict minimum, never use synthetic fibers when they are not needed (for wool and cashmere based sweaters) and never use synthetic fibers to limit our costs.
We only use fabrics which respect the highest sustainability / ethical standards. We use vegetal fibers (viscose, cotton) which come from the most sustainable sources and animal fibers (wool, alpaca, …) which ensure animals are treated in an ethical way. For example, this is what we look for: - For cotton: the “GOTS” label, the worldwide leading textile processing standard for organic fibers, including ecological and social criteria. - For merino wool: no-mulesing guaranteed wool and sustainable wool (“SustainaWool”) - For angora: “Caregora” label which guarantees Angora fibers do not come from plucking of fur and from animals treated in accordance with the European Animal Welfare standards. - For Mohair: “Responsible Mohair Standard” which ensures mohair comes from farms which respect animal welfare. Finally, we try to increasingly use alpaca fibers which is considered as one of the most sustainable / ethical animal fiber.
No, we use our excess fabrics in our accessories / future collection to make sure we do not throw anything away.
All our boxes, hangtags, tissue paper are either made from recycled paper/cardboard or come from sustainable forest management. Moreover, we try to limit our packaging by using the hangtag to thank you instead of adding a “Thank you” card or by using boxes that are not over-sized.
We currently serve France, Germany, The Netherlands, Belgium and Luxemburg.
Shipping is free for orders above 100€. For orders below 100€, the shipping costs is 8€ for Belgium, 9.5€ for France, 9€ for Germany, The Netherlands and Luxemburg.
You will receive by email a tracking number within 24h after you have received the shipment confirmation (usually within 24h (weekdays) or 48h (week-end) after you have placed your order).
Please allow 24h after having received the “shipment confirmation” email to receive the tracking number. If you did not receive your tracking number, please contact us at email@example.com.
Please contact us at firstname.lastname@example.org, we will do our best to help you.
Return & exchanges
To return your items please follow the procedure detailed in our “Return & Refund Policy” at the bottom of the page.
Yes, returns are free of charge, you just need to use the free return voucher which came along with your order.
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
If the return voucher is missing please contact email@example.com. We will send you a new one electronically.
The fastest way to exchange your product is to return the item and make a separate purchase for the new item.
Please contact us immediately at firstname.lastname@example.org if the item is defective, damaged or if you received the wrong item.
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