Customer Care

Everything you need to know.

From shipping and returns to limited drops and future restocks, we've gathered the most common questions in one place.

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Pilchards.
Connected by Stories.

SHIPPING & RETURNS
How long does shipping take?

Orders are typically processed within 1–3 business days.

Once your order has been shipped, you'll receive a confirmation email with tracking information.

Please note that processing times may be slightly longer during limited drops or high-demand periods.
Which countries do you ship to?

We currently ship within the Netherlands and selected international destinations.

Additional countries may become available as Pilchards continues to grow.
How much does shipping cost?

Shipping costs are calculated at checkout based on your location and order size.
Can I track my order?

Yes.

Once your order has been shipped, you'll receive a tracking link by email.
What if my package is delayed?

Shipping carriers occasionally experience delays.

If your package has not arrived within the expected timeframe, please contact us and we'll gladly help.

RETURNS & EXCHANGES
Can I return my order?

Yes.

You may return your order within 14 days of receiving it, provided the item is:

  • unworn
  • unwashed
  • in it's original condition
How do I start a return?

Please contact us through the contact form before sending anything back.

We'll provide further instructions and the return address.
Who pays for return shipping?

Return shipping costs are the responsibility of the customer unless:

  • the wrong item was received
  • the item arrived damaged
  • the item contains a manufacturing defect
Can I exchange for a different size?

Depending on availability, exchanges may be possible.

Because many Pilchards releases are produced in limited quantities, we cannot guarantee size availability.
When will I receive my refund?

Refunds are processed after the returned item has been received and inspected.

Please allow several business days for the refund to appear in your account.

LIMITED DROPS
Why are your products released in limited quantities?

We believe meaningful products deserve time, attention and intention.

Rather than producing large volumes, we release carefully considered collections in small quantities.

This allows us to focus on quality, storytelling and community.
Will sold-out products be restocked?

Not always.

Some releases may never return.

Others may return in limited quantities if demand remains strong.
How can I know if a sold-out item returns?

You can register your interest through the product page or restock form.

This helps us understand what the community would like to see return.

MADE TO ORDER
What does Made to Order mean?

Made to Order products are produced specifically for you after an order has been placed.

This means the item is not sitting in a warehouse waiting to be shipped.

Production starts after your order is confirmed.
Why does Pilchards offer Made to Order?

Made to Order helps reduce overproduction and unnecessary waste.

It allows us to create products more intentionally while offering designs that may not be part of a regular stock release.
How long does Made to Order take?

Made to Order items generally require additional production time.

Estimated delivery times will always be displayed on the product page.
Can I cancel a Made to Order item?

Because production begins shortly after an order is placed, cancellations may not always be possible.

Please contact us as soon as possible if you wish to make changes.
Can I return a Made to Order item?

Unless the item arrives damaged, defective or incorrect, Made to Order products may not be eligible for return.

Specific conditions will always be stated on the product page before purchase.

About Pilchards
What does "Connected by Stories" mean?

Pilchards is built on culture, shared experiences and the stories that connect people.

We believe clothing can spark recognition, start conversations and bring people together through shared identity.
Where does Pilchards draw inspiration from?

Our work is inspired by Surinamese, Javanese and Caribbean culture.

Many of our designs are rooted in memories, traditions, everyday moments and cultural references that feel familiar to those who recognize them.
Why is culture important to Pilchards?

Because culture lives in the stories we share.

The foods we grew up with.
The music we remember.
The traditions we carry forward.

Pilchards exists to celebrate those stories through thoughtfully designed clothing.
Is Pilchards a fast-fashion brand?

No.

Pilchards was created as an alternative to fast fashion.

We focus on quality, small-batch production and timeless designs rather than constant releases and trend-driven products.
How can I stay updated?

Join our community to receive updates about:

  • future drops
  • limited restocks
  • Made to Order releases
  • new stories and collections

Connected by Stories.