Most frequent questions and answers

Fabric shop orders will ship on the week commencing October 2nd. 

Our velvet collection turnaround period will be a maximum of 4 weeks. Mairi, Gary and Deborah are working away on production now. 

Care instructions for each garment are listed in the individual item’s product description, all garments also come with wash and care instructions indicated on their labels. Care instructions will vary from garment to garment so make sure to check the specific instructions for each one but the majority of our pieces are fine to throw in an average wash cycle.

Please note, all items that have fringing are hand wash only.

If you have a query about your order, please email us at support@cosmicdrifters.com

Please note, due to the current small nature of our team, this inbox is generally checked Thursday & Friday mornings. 

If you are changing address before your projected shipping date, please email us at support@cosmicdrifters.com

We will update the address via our postal system.

If your order has been returned to sender due to an incorrect address you will have to wait for the package to be returned to us before we can ship it back out to the amended address. We will also need another postage fee to send it back out. This is because any address given has been provided by the customer & we cannot take responsibility for incorrect information.

Yes, you can cancel your order at any time, so long as it has not yet been dispatched.

You can yes. If you have missed something from your order contact us as soon as you realise so we can amend it. You can change an order so long as the item has not yet been manufactured and dispatched. 

You can email us if you’re experiencing shipping issues and we will open a claim with the Royal Mail. As the shipper, we accept full liability for the care of your order until it has been turned over to the shipping company, at which point all delivery claims and inquiries are processed through the shipping service’s claim management system. All claims are subject to the shipping service’s scrutiny and deliberation, and the shipping service is liable for all packages lost in transit. All packages marked successfully delivered are not subject to claims inquiries.

If your item has shipped, but you have not yet received it, please follow these steps in order:

1. Make sure sufficient delivery time has passed since the date you received your tracking number. For domestic shipments this is 1 week, for international shipments, this is typically 2 weeks.

2. Track your package using the tracking information emailed or listed on your Cosmic Drifters account.

3. Visit your local post office in-person to see if your parcel is being held there for you without notice. A telephone call will not work as it only shows the same tracking data shown online. Different countries use different softwares for tracking, and this just means that more than likely your parcel has arrived in your country but they have an incompatible tracking system to ours here in the UK and are therefor unable to scan it in upon arrival. When this happens, packages are typically held for in-person pick-up at your local post office without notice. We’re not sure why it happens, but it appears to be quite common, and 99.9% of the time an in-person visit armed with your tracking info, name, address, and ID will turn up your package quickly and without incident. Not sure what your local post office is? Contact your country’s public mail service to ask what your designated post office is based on your postal or zip code.

4.File a claim with the Royal Mail on their website if and only if your parcel shipped via Royal Mail and you’ve waited a sufficient period for your parcel to arrive and have visited your local post office in-person and still cannot track down your purchase. 

5. Wait for your item to be located or reimbursed by the Royal Mail, or for your item to be returned to us as undeliverable. This happens occasionally due to mysterious delivery errors, but more often than not, packages we receive back in the post indicate they went unclaimed at your local post office for more than 30 days. This is why we always recommend visiting your local post office in-person first to help find your item. 

If we receive your item back in the mail due to a delivery error or failure to claim, we will contact you to confirm the address used at time of checkout, and then attempt delivery once more. If your order indicates it was undeliverable or unclaimed at the post office after the second shipment attempt, we will issue you a gift certificate code for store credit in the price of your original order (minus any shipping fees you paid) and restock the items from your order.

Due to the small nature of our business we do not generally accept returns on made-to-order items. This is because custom make each order specifically for you.

If on the rare occasion a mistake has been made and your order is faulty or incorrectly sized then we will accept a return and pay for your postage costs. We will either fix it, offer a replacement item or offer a refund.

More specific returns info is listed on each product page since our practices vary between product categories.

Following production of our final collection orders, we are hoping to make the most of our artwork and any leftover materials.

Due to popular demand, we are planning on selling fabric by preorder on all previous prints.

We are also planning on a limited run of velvet items using the fabric we have in the studio.

Further down the line we hope to produce a best sellers collection, celebrating our most successful prints & styles.

Beyond that the future is a mystery to us! Jenny hopes to follow her heart towards new inspiration and opportunities that may involve re-imagining Cosmic Drifters 🙂

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