FAQ
Orders
How do I know my order went through?
You'll get a confirmation email within a few minutes of checking out. If it hasn't arrived, check your spam folder first and add info@birchandmoore.com to your safe sender list. If it's still not there, email us and we'll confirm it manually.
Can I cancel my order?
Yes, within 24 hours of placing it. After that your order has usually entered fulfilment and we can't pull it back. Custom and print items enter production quickly, so the window can be shorter — reach out as soon as you know.
I ordered the wrong size or item. Can I change it?
If your order hasn't shipped yet, email us right away and we'll do what we can. Once it's with the carrier we can't change what's in the box, but you can return it within 30 days.
Can I change my delivery address?
Only before your order is processed. Email us as soon as possible with your order number and the correct address. Once a parcel is with the carrier, the address is fixed — so it's worth double-checking at checkout.
Why was my order cancelled?
This usually comes down to a payment authorisation failing or an address that couldn't be verified. Email us with your order number and we'll tell you exactly what happened and help you re-place it.
Shipping and delivery
How much is shipping?
Free on every order within the United States. No minimum spend.
Where do you ship?
Within the United States only, for now.
When will my order ship?
Orders placed before 10:00 PM ET are processed the same day. Processing takes 1–3 business days, Monday to Saturday. Custom and print items need an extra 4–5 business days in production before they ship.
How long will delivery take?
Standard shipping takes 5–7 business days once your order leaves us, so expect roughly 6–10 business days from the moment you order. Custom and print items take longer because of the added production time.
How do I track my order?
When your order ships you'll get a confirmation email with a tracking number. Enter it on our Track Your Order page for the latest status.
My order is late. What now?
Carrier estimates slip occasionally. If you're past the delivery window, give it another 3 business days — most late parcels turn up in that time. If it still hasn't arrived, email us with your order number and we'll open an investigation with the carrier.
My tracking says delivered but I don't have it.
Check with neighbours and around your building first, and give it 24 hours — carriers sometimes scan a parcel as delivered slightly early. If it hasn't appeared, email us with your order number and we'll investigate it with the carrier on your behalf.
Returns and exchanges
What is your return policy?
You have 30 days from receiving your order to request a return. Items need to be unworn and unused, with tags still attached and in their original packaging, and you'll need your proof of purchase.
How do I start a return?
Email info@birchandmoore.com with your order number and which items you'd like to send back. We'll approve the return and send you instructions and a shipping label. Please don't send anything back before you've heard from us — unauthorised returns can't be accepted.
Who pays for return shipping?
You do, unless the item arrived damaged, defective or incorrect. In those cases we cover it.
Do I get my shipping charges back?
Shipping fees, duties and taxes are non-refundable. Since shipping within the US is free, this mostly applies to the return leg.
When will I get my refund?
Once your return arrives we inspect it, and approved refunds go back to your original payment method within 7–10 business days. Your bank may need a few extra days to show it.
Can I exchange something instead?
Yes. Email us within 30 days of delivery with your order number and what you'd like instead. The same condition rules apply — unworn, unused, tags on, original packaging.
Is anything not returnable?
Custom-made, personalised and certain print items are made to order and can't be returned. This is noted on the product page before you buy.
Something's wrong with my order
I received a damaged, defective or wrong item.
Email info@birchandmoore.com as soon as you can with your order number, clear photos of the item, photos of the packaging if it's relevant, and a short description of what's wrong. Photo evidence is required — we can't approve a claim without it.
What will you do about it?
Once we've verified the issue we'll offer you a free replacement, a refund to your original payment method, or store credit — whichever suits you best. We cover return shipping in these cases.
Payment
Which payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay.
Is my payment information secure?
Yes. Payments are processed through our payment provider's encrypted checkout — we never see or store your full card details.
Products and sizing
How do I find the right size?
Every product page has a size guide with measurements. If you're between sizes or unsure how something is cut, email us and we'll give you a straight answer based on the specific garment.
What are your clothes made from?
Materials are listed on each product page. We build our basics from real materials chosen to last, which is the whole point of the brand — no mystery blends.
How should I care for my items?
Follow the care label in the garment. As a rule, wash knitwear cold and lay it flat to dry, and wash denim inside out and infrequently. Gentler washing is the single biggest thing you can do to make clothes last.
Contact
How do I reach you?
Email info@birchandmoore.com. We answer every message as quickly as we can. We don't offer support through Instagram or Facebook, so email is the fastest route to an actual answer. To avoid delays, please keep it to one email per question.
When can I expect a reply?
Within 1–2 business days. Include your order number and it'll be quicker.
