Pre-Order Policy

Last updated: July 2026

Pre-Order Production

Every HSW piece is produced in limited quantities through carefully managed production runs. By placing a pre-order, you are reserving your garment before production is completed. This approach allows us to minimize waste, maintain exceptional craftsmanship, and produce only what is needed.

Payment

Full payment is required at the time of purchase to secure your pre-order. Orders will only enter the production schedule once payment has been successfully received and confirmed. All prices are charged in the currency displayed at checkout.

Estimated Delivery

Pre-order items ship approximately 20 days after order submission. Please note this timeline may extend further due to high demand or the production requirements of individual pieces. Each product page includes an estimated timeframe where available, provided in good faith based on our manufacturing schedule — these should not be interpreted as guaranteed delivery dates. Timelines may vary depending on material availability, artisanal processes, quality control, customs clearance, and international shipping.

Production Delays

Luxury production occasionally requires additional time to ensure every garment meets HSW's quality standards. Should an unexpected delay occur beyond the standard 20-day estimate, we will notify affected customers as soon as reasonably possible and provide an updated shipping timeframe. Our priority is to deliver the correct garment — not simply the fastest one.

Order Cancellation

Because each pre-order is reserved specifically for you and production begins shortly after your order is confirmed, pre-orders generally cannot be cancelled once production has commenced. Cancellation requests submitted before production begins may be considered at HSW's sole discretion. If HSW is unable to manufacture or deliver your order for any reason, you will receive a full refund.

Changes to Your Order

Requests to change size, shipping address, or contact information should be submitted as soon as possible. Once production has started, design, colour, size, or style changes may no longer be possible.

Communication & Order Updates

We believe in transparent communication throughout the production process. Customers may receive updates at key milestones, including:

Order confirmation
Production commencement
Quality control completion
Shipment confirmation with tracking information

If there are any significant changes affecting your order, including delays beyond the standard 20-day estimate, our Customer Care team will contact you directly using the email address provided at checkout.

Quality Commitment

Every HSW garment undergoes quality inspection before shipment. If a piece does not meet our internal standards, production may be extended to remake or correct the garment before dispatch. While this may result in additional lead time, it ensures you receive a product that reflects our commitment to exceptional craftsmanship.

Contact

For any questions regarding your pre-order, please contact our Customer Care team at concierge@thehsw.co. We are committed to providing timely updates and assisting you throughout your HSW experience.