FAQs

HOW DO I KNOW WHEN MY ORDER WILL SHIP?

Each product page will tell you whether an item is ready to ship, available for pre-order or made to order.

Ready-to-ship items are currently in stock. Pre-order items will show an estimated shipping date or shipping window on the product page. Made-to-order pieces will have their estimated production time stated on the product page.

If your order contains items with different availability dates, we may ship available items separately where practical or hold the order until all items are ready. Please see our Shipping Information and Pre-Order Information for more detail.

DO YOU SHIP WORLDWIDE?

Yes. PRISTINE ships worldwide.

Orders are fulfilled from our London studio, with selected products also held at our North American fulfillment center. Where stock is available locally, North American orders may be fulfilled from within the US for faster delivery. Otherwise, your order will be shipped from London.

Shipping services and rates are calculated at checkout based on your delivery address. Read our full Shipping Information.

WILL I HAVE TO PAY DUTIES OR TAXES?

All orders are shipped with duties & taxes included. There should be no additional import duties or taxes to pay on delivery.

WILL MY ORDER ARRIVE IN ONE SHIPMENT?

Not necessarily. Orders may be fulfilled from more than one location or split when items become available at different times.

If we split your order, you will not be charged any additional shipping costs and you will receive separate tracking information for each shipment.

CAN I CANCEL MY ORDER?

If you wish to cancel an in-stock order, please contact us as soon as possible. We can only stop an in-stock order before it has been shipped. Once your order has been dispatched, it will need to be returned in accordance with our Returns Policy.

For pre-order cancellations, please see our Pre-Order Information.

CAN I RETURN MY ORDER?

Eligible items can be returned. Please contact us within 14 days of receiving your order to request a return.

Customers are responsible for return shipping unless an item is faulty, damaged or incorrect. For full conditions and instructions, please read our Returns Policy.

CAN I EXCHANGE AN ITEM?

We are unable to offer direct exchanges. If you would like a different size, colour or style, please return your original item for a refund and place a new order.

CAN I RETURN KNICKERS?

For hygiene reasons, knickers and other intimate garments supplied with a hygiene seal cannot be returned once the seal has been removed or broken.

Sets containing knickers must be returned complete, unworn and with the hygiene seal intact.

HOW SHOULD I TRY ON A SILK GARMENT?

For silk garments and other delicate pieces that are pulled on over the head, please use the face covering provided when trying the garment on. This helps prevent makeup, skincare and other marks from transferring onto the fabric.

HOW DO I CHOOSE MY SIZE?

Please refer to our Size Guide for measurements and sizing information.

If you are between sizes or would like advice on the fit of a particular piece, contact us at customerservice@pristine.land and we will be happy to help.

DO YOU OFFER CUSTOM OR BESPOKE PIECES?

Yes. Our London studio undertakes selected customisations and fully bespoke commissions. For enquiries, please contact studio@pristine.land.

WHERE ARE PRISTINE PIECES MADE?

PRISTINE works with specialist manufacturers and craftspeople in London, Shenzhen, Mumbai and São João da Madeira, depending on the product and the expertise required.

Our made-to-order hero pieces are created in our London studio. Ready-to-wear, footwear, embroidery and jersey are produced with specialist partners selected for their particular skills and techniques.

Read more about our materials and manufacturing in How It's Done.