THINGS TO KNOW BEFORE YOU ORDER 💘

HELLOOOO! Just a few bits worth knowing before you order.

Aesthetic Laundry is tiny again — and that's very much intentional! I'm making, hacking, packing, posting and answering your emails myself, so things work a little differently to a big fashion retailer.

Some pieces are already made, some I'm hacking especially for your order, and some don't exist until you order them!

THREE WAYS TO SHOP AL

MADE TO ORDER — MTO 🧵

These are made especially for you after you order.

You'll choose your AL size and, depending on the piece, things like length, neckline, cuffs, tassel colours and other options.

Please check the size guide and all your choices before ordering. You'll have 48 hours after placing your order to email me if you've made a mistake, want to change something or need to cancel.

After that, your piece may be going into production and changes might not be possible.

HEIDI HACKS — HH ✂️

These start life as AL garments I've already made, and then I HACK THEM!

Depending on the Hack, I might be chopping, unpicking, adding trims, embellishing, changing bits or generally attacking it until it becomes something new 😂

Each Hack uses the RTW stock I have available, so once a particular piece or size has gone, IT'S GONE!

Heidi Hacks can still be returned or exchanged where another size is available.

READY TO WEAR — RTW 💘

The easy one! These are already made and ready to go.

Some are existing AL pieces and some are new things I've made from fabrics I've still got in the studio. No making or hacking required — I just need to pack your lovely order and get it on its way.

HOW LONG WILL MY ORDER TAKE? 💌

Because I'm doing this myself, I don't post orders every day.

Ready to Wear: 3–5 working days
Heidi Hacks: 5–10 working days
Made to Order: 10–14 working days

These are dispatch times, so you'll also need to allow a little time for Royal Mail to get your parcel to you.

I'll always try to get things out sooner where I can, but I'd rather give myself enough time to make everything properly than rush your order.

If you've ordered a mixture of things, I'll normally send everything together once the whole order is ready.

RETURNS & EXCHANGES 📦

Ready to Wear and Heidi Hacks can be returned or exchanged.

You'll have 14 days from receiving your order to let me know you'd like to return something, and then another 14 days to send it back.

Items can absolutely be tried on, but please return them unworn beyond trying on, unwashed, with tags attached and in a condition where I can sell them again.

For normal returns and exchanges, you'll need to cover the return postage and any postage for sending an exchange back out to you.

If I've sent you the wrong thing or there's a genuine fault, that's completely different — I'll sort it and cover the appropriate postage.

A LITTLE NOTE ABOUT MTO 🧵

Because MTO pieces are made using the size and custom options you've chosen, they work differently to RTW and Heidi Hacks.

You have 48 hours after ordering to email me about a change or cancellation. Don't worry if I haven't replied within those 48 hours — the time you sent your email is what counts.

After that, your piece may have gone into production and I can't normally accept changes, cancellations or change-of-mind returns.

If I've made something incorrectly or there's a genuine fault, that's obviously completely different and I'll sort it.

DELIVERY 📮

UK orders are sent with Royal Mail and you'll receive tracking when your parcel is on its way.

Please double-check your delivery address when ordering. If you spot a mistake, email me ASAP and I can change it as long as your parcel hasn't already left me.

If Royal Mail genuinely loses your parcel, don't worry — I'll investigate it and we'll sort out a replacement or refund as appropriate.

NEED ME? 💌

Email is the best way to contact me about an order.
studio@aesthetic-laundry.com

Please allow up to 3 working days for a reply. It's just me doing the emails alongside making, hacking, packing and everything else, and I also try not to spend every evening and weekend answering messages!

If it's been more than 3 working days, reply to your original email to give me a nudge. If you're still struggling to get hold of me after that, send me a DM on Instagram.

FAQs

I ordered MTO and chose the wrong size or option. What do I do?

EMAIL ME! You have 48 hours from placing your order to ask for a change.

It doesn't matter if I haven't replied yet — I'll go by when you sent the email.

If it's later than 48 hours, you can still ask. If I haven't started making it and I can change it, I'll always try to help, but I can't promise it.

I'm between two sizes. What should I do?

Have a look at the size guide first and if you're still unsure, email me your measurements and I'll try to help.

I'd much rather help you choose the right size before ordering than have you order several sizes just to try them all.

If I spot the same piece ordered in multiple sizes, I may pause the order and get in touch first to see if I can help.

Can I return a Heidi Hack or Ready to Wear piece?

Yes! Let me know within 14 days of receiving it, and you'll then have another 14 days to send it back.

You'll need to cover the return postage unless there's a fault or I've sent you the wrong thing.

Can I return Made to Order?

MTO pieces are made to your selected size and custom options, so after the 48-hour change/cancellation period I don't normally accept change-of-mind returns or exchanges.

If something is faulty, I've made it incorrectly or it doesn't match what you ordered, email me and I'll sort it.

Can I exchange for another size?

For RTW and HH, yes, if I still have the size you need.

Some stock is extremely limited, especially Heidi Hacks, so if another size isn't available I'll refund you instead.

You'll need to cover the return postage and postage for sending the replacement out.

How should I send my return?

Email first, and I can send you the information you need. I recommend using a tracked service — Royal Mail Tracked 48 is normally absolutely fine. Keep your proof of postage until everything has been sorted.

When will I get my refund?

I'll process your refund once your return has been received and checked. Your bank/payment provider may then take a little while to put the money back into your account.

What if something is faulty?

Email me with your order details and, if possible, a couple of photos showing the problem.

Depending on what's happened, we can look at a repair, replacement or refund as appropriate.

I've ordered different types of products. When will they be sent?

I'll normally send everything together once the whole order is ready.

So if you've ordered RTW and MTO together, for example, please work to the MTO turnaround of 10–14 working days.

Can I cancel RTW or Heidi Hacks?

Email me as soon as possible.

RTW can normally be cancelled as long as it hasn't been sent.

For Heidi Hacks, please contact me within 48 hours if possible. I may have already started your Hack, but because HH is returnable we'll work it out with you.

What does “working days” mean?

Monday to Friday, excluding UK bank holidays. I sometimes work/pack over a weekend too, but I don't include those days when giving you a turnaround time.

What if Royal Mail delays or loses my parcel?

Occasional delays happen, so keep an eye on your tracking. If it looks genuinely stuck or lost rather than just a little late, email me and I'll investigate it.

I put the wrong address on my order!

Email me ASAP. If it hasn't left me, I'll update it.

If it's already been sent I'll still try to help, but I can't guarantee it can be redirected. If it comes back to me, I can resend it once the new postage has been paid.

Do you offer international shipping?

Yes — we ship internationally, but unfortunately not to the EU.

Due to current EU regulations, we’re unable to send orders there without a responsible representative based in the EU — and with the studio closing, we’re unlikely to resolve this.

Some EU customers have had success shipping to a UK address instead.

We’re still able to ship to countries outside the EU, with transit times typically between 5–17 days.

Why has my order been cancelled?

Very occasionally I might have to cancel an order — for example, if stock is incorrect, fabric turns out to be unusable or I realise I can't make something as ordered.

If that happens, I'll refund you as quickly as possible and email you to explain.

Can I message you on Instagram about my order?

For general questions, absolutely!

If you need me to change, cancel or do something to an actual order, please email me. It gives me one place to keep track of everything and stops things disappearing into the Instagram abyss 😂