Frequently asked questions

Delivery

How much is delivery?
Standard delivery to the United Kingdom is free. Express delivery is £15.

How long does it take?
Orders are processed in 1-2 business days. Standard delivery arrives in 7-13 business days including processing; express delivery in 2-4 business days.

Do you deliver outside the UK?
Not at the moment. We ship to United Kingdom addresses only.

Will I pay customs or import VAT?
Orders are shipped from outside the United Kingdom, so import charges may be payable before delivery. Where they apply they are the customer's responsibility and are not collected at checkout. Full detail is in the Shipping Policy.

Sizes

How do I choose my size?
Clothing runs S to XXL. Measurements are on the size guide. If you are between two sizes and plan to layer a jumper underneath, take the larger one.

Are shoe sizes EU or UK?
Both. Every footwear size shows the EU size and its UK equivalent, for example EU 39 / UK 6.

Products

Is the fur real?
No. Every fur trim and fur lining in the range is synthetic. No animal material is used.

Are the colours on the page the colours in stock?
Yes. Each product page lists only the colours actually available to order.

How do I wash a fleece or a waterproof piece?
Wash cold or at 30°C, inside out, with no fabric softener, and air dry. Softener flattens fleece and degrades a water repellent finish. Each product page carries its own care instructions.

Orders and returns

Can I track my order?
Yes. You will get a tracking number by email once the parcel is dispatched. See Track your order.

What if it does not fit?
Returns are free for 30 days, by post, with a prepaid label we issue. Contact us first at support@stravenna.uk. See the Refund Policy.

When do I get my money back?
Within 14 days of us receiving the returned item, to the original payment method.