Delivery & Returns
Packaging
We only use recycled materials for our packaging. Please continue to recycle our packaging when you’ve received your item.
Postage
We aim to ship your orders within 5 working days.
If you have any questions about your order, we'd love to hear from you at support@birdsong.london.
We’ll try our very best to get your order out in time, but as a small, independent company, we are not responsible for any further delays to your order. Our delivery dates are for guidance only, and won’t apply over bank holidays or non working days. For our made-to-order ranges, we will aim to inform you of any significant delays to avoid disappointment.
Unsure where your order is? You can track it here: https://www.royalmail.com/track-your-item
You can track and view online orders via your account page. Go to my account, or email support@birdsong.london
UK Customers
- We offer free postage on all orders over £125.
- Everything else is sent Royal Mail 48 hour tracked as standard and costs £3.99.
- You can also arrange to pick up your order from our HQ in Shoreditch, just click here: https://calendly.com/birdsonglondon/pick-up-from-store
International Customers
- We offer free postage on all orders over £125.
- Everything else is sent Royal Mail International tracked as standard and costs:
- £8.99 for Europe, and £15 for the rest of the world.
Customs & Duties
As a result of the UK leaving the EU, some EU and ROW orders may incur customs and duties charges. Birdsong is not liable to pay these fees and, unfortunately, we have no control over these additional charges. All quoted prices include 20% VAT.
For products delivered outside of the UK, you will be responsible for paying a Customs Duty / Excise Duty and/or Import VAT that may arise at the delivery destination. Please contact your country's customs to find out how much these costs might be.
How Made-to-order works.
Welcome to the most joyful way to shop. Clothing designed and lovingly handcrafted to order by our makers. Delivered with care. Worn by you again and again, and again. Making fashion work for us and the planet.
How it works
Every few weeks we release new, limited-edition products. It’s available to pre-order and personalise: you choose the colours, details and measurements. Then our skilled workers bring it to life, right here in London. You’re updated every step of the way, so you can follow its story before it lands on your doorstep with a label signed by the maker. Ready for you wear it and love it.
Why do we do it?
Made-to-order makes shopping better for everyone. You get a one-of-a-kind piece that’s all yours. Our skilled makers work in the best conditions – no unrealistic pressure, total control of their craft. And there’s no waste, so we’re doing the best by the planet we can. We make with joy so you can wear with joy.
What size should I buy?
Each garment has detailed measurements on the individual product page - click “Size guide” to check.
What happens if I have ordered an in stock item alongside a pre-ordered item?Returns
When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.
Unfortunately we cannot cover the cost of returns, unless the item is damaged or faulty. We are happy to repair your sewn item if there is repairable damage within the first 3 months.
Items must be returned in their original state: unworn with all labels and tags still attached and in the original packaging. We will not accept returns for any non-faulty items that have been worn and/or have had tags removed.
We can’t be held responsible for item(s) lost in transit and it is the customer’s responsibility to use a tracked service when returning items.
Exchanges
We offer free exchanges for UK customers. Please email us at support@birdsong.london with your order number and what you would like to exchange. This is subject to stock availability, and cannot be offered for customised made-to-order garments, but we can offer alterations. If in doubt, always go up a size.
We will exchange items that are returned to us within 14 days of the original delivery date. Exchanges received outside of this timeline won’t be accepted.
Exchanges and refunds will be processed within 5 days of us receiving the items. Once we have processed the exchange or refund, you will receive an email confirmation. Exchanges only apply for a different size of the same item. If the required size is out of stock we will issue a full refund.
Please make sure to include your order number and the reason for returning on your packing slip, or in an email to support@birdsong.london. Returns must arrive in their original condition and should be sent to the following address:
Birdsong Returns
Unit 9
The Makery
79 Teviot St
London
E14 6UJ
UK