[
  {
    "kind": "procedure",
    "id": "kb-checkin",
    "title": "Checking in at an account",
    "section": "Visits",
    "roles": [
      "rep"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 5,
    "confirmedAt": "2026-07-22",
    "status": "approved",
    "body": [
      "Check in on the app before you walk in, not after you leave.",
      "Ask for the buyer by name. If they’re not there, don’t pitch to whoever is.",
      "Walk the floor before you open the case — see what’s selling and what’s sat there.",
      "Never leave without a next date in the diary."
    ],
    "history": [
      {
        "version": 5,
        "at": "2026-07-22",
        "note": "Maria added “never leave without a next date”."
      },
      {
        "version": 4,
        "at": "2026-03-30",
        "note": "Added walking the floor before opening the case."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "check in",
      "checkin",
      "arrive",
      "arriving",
      "visit",
      "account",
      "do first",
      "first",
      "buyer",
      "walk in",
      "front of house"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-visit-notes",
    "title": "What goes in a visit note",
    "section": "Visits",
    "roles": [
      "rep",
      "office"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 4,
    "confirmedAt": "2026-08-06",
    "status": "approved",
    "body": [
      "Account, who you saw, and what they actually said — in their words, not a summary.",
      "What they’re low on, even if they didn’t order it.",
      "Anything they complained about, however small.",
      "Write it the same day. A note written Friday about Tuesday is a guess.",
      "A visit note names the person you actually spoke to, not just the account."
    ],
    "history": [
      {
        "version": 4,
        "at": "2026-08-06",
        "note": "Update What goes in a visit note to v4 — adding 1 line from the rule you stated.",
        "fromRuleId": "rule-maria-rule-visit-note-1"
      },
      {
        "version": 3,
        "at": "2026-06-18",
        "note": "Maria added “write it the same day”."
      },
      {
        "version": 2,
        "at": "2026-01-15",
        "note": "Added recording what they’re low on even without an order."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "note",
      "visit",
      "account",
      "actually",
      "after",
      "goe",
      "log",
      "name",
      "person",
      "record",
      "spoke",
      "summary",
      "write"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-draft-order",
    "title": "Turning a visit into a draft order",
    "section": "Orders",
    "roles": [
      "rep",
      "office"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 4,
    "confirmedAt": "2026-07-02",
    "status": "approved",
    "body": [
      "Raise the draft while you’re still in the car park — not that night.",
      "Sizes come from what they told you, never from last season’s split.",
      "Put the ship window on the draft before anyone sees a price.",
      "A draft is not an order. It goes nowhere until it’s approved."
    ],
    "history": [
      {
        "version": 4,
        "at": "2026-07-02",
        "note": "Maria added the ship window before price."
      },
      {
        "version": 3,
        "at": "2026-02-20",
        "note": "Sizes come from the buyer, not last season."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "draft",
      "draft order",
      "write the order",
      "raise an order",
      "convert",
      "quote to order",
      "sizes",
      "size split"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-approve-order",
    "title": "Who approves an order before it’s sent",
    "section": "Orders",
    "roles": [
      "rep",
      "office"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 3,
    "confirmedAt": "2026-05-11",
    "status": "approved",
    "body": [
      "Anything under twenty thousand, the order desk approves.",
      "Over twenty thousand, or any first order from a new account, comes to Maria.",
      "A changed size split after approval is a new approval, not an edit.",
      "Nothing is sent to the buyer before it is approved. Nothing."
    ],
    "history": [
      {
        "version": 3,
        "at": "2026-05-11",
        "note": "Maria set the twenty-thousand line and named new accounts."
      },
      {
        "version": 2,
        "at": "2025-12-02",
        "note": "Added that a changed split needs re-approval."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "approve",
      "approval",
      "sign off",
      "send the order",
      "who approves",
      "authorise"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-reorder-text",
    "title": "Reorders that come in by text",
    "section": "Orders",
    "roles": [
      "rep",
      "office"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 2,
    "confirmedAt": "2026-01-27",
    "status": "needs-confirming",
    "body": [
      "A text is a request, not an order. It gets raised as a draft like anything else.",
      "Read the sizes back to them before you raise it.",
      "If they say “same as last time”, say what last time was in the reply.",
      "Never take a reorder from anyone but the named buyer."
    ],
    "history": [
      {
        "version": 2,
        "at": "2026-01-27",
        "note": "Maria added reading the sizes back."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "reorder",
      "text",
      "whatsapp",
      "message",
      "repeat order",
      "same again",
      "quick order"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-tiers",
    "title": "Pricing tiers — who gets which",
    "section": "Pricing & terms",
    "roles": [
      "rep",
      "office",
      "books"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 6,
    "confirmedAt": "2026-06-30",
    "status": "approved",
    "body": [
      "Resorts and clubs sit on the resort tier. Gift shops and concept stores do not.",
      "A tier is set when the account opens and doesn’t move because someone asked nicely.",
      "Moving an account up a tier is Maria’s, and it needs a reason written down.",
      "Never quote a tier price to an account that isn’t on that tier — not even as an example."
    ],
    "history": [
      {
        "version": 6,
        "at": "2026-06-30",
        "note": "Maria banned quoting another tier’s price as an example."
      },
      {
        "version": 5,
        "at": "2026-02-14",
        "note": "Added that a tier move needs a written reason."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "tier",
      "tiers",
      "pricing",
      "price",
      "wholesale",
      "resort",
      "boutique",
      "which tier",
      "rung"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-discounts",
    "title": "Discounts & what needs Maria",
    "section": "Pricing & terms",
    "roles": [
      "rep",
      "office",
      "books"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 3,
    "confirmedAt": "2026-03-02",
    "status": "approved",
    "body": [
      "The tier is the discount. There isn’t a second one on top of it.",
      "Freight can be thrown in on an order over twenty thousand — that’s the only lever a rep has.",
      "Anything past that is Maria’s, and she wants to hear it before the buyer does.",
      "Never discount to close in the room."
    ],
    "history": [
      {
        "version": 3,
        "at": "2026-03-02",
        "note": "Maria listed what always needs her OK before it’s offered."
      },
      {
        "version": 2,
        "at": "2025-11-12",
        "note": "Freight named as the one lever a rep holds."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "discount",
      "discounts",
      "percent",
      "off",
      "reduction",
      "deal",
      "match",
      "beat",
      "give a discount",
      "give them a discount",
      "how much discount",
      "can i discount",
      "money off",
      "10%",
      "15%",
      "20%",
      "knock off"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-terms",
    "title": "Payment terms & freight",
    "section": "Pricing & terms",
    "roles": [
      "office",
      "books"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 4,
    "confirmedAt": "2026-07-09",
    "status": "approved",
    "body": [
      "Net 30 is the standard. Net 60 exists and is Maria’s to give.",
      "Freight is included on the resort tier and quoted separately on everything else.",
      "Terms live on the account, not on the order — if they differ, the account wins.",
      "A term agreed in a room and not written on the account did not happen."
    ],
    "history": [
      {
        "version": 4,
        "at": "2026-07-09",
        "note": "Maria added “if they differ, the account wins”."
      },
      {
        "version": 3,
        "at": "2026-03-03",
        "note": "Freight split by tier."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "terms",
      "net 30",
      "payment terms",
      "freight",
      "shipping cost",
      "carriage",
      "pay"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-deposits",
    "title": "Deposits on a first order",
    "section": "Pricing & terms",
    "roles": [
      "office",
      "books"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 2,
    "confirmedAt": "2025-10-08",
    "status": "needs-confirming",
    "body": [
      "A new account pays half up front on its first order.",
      "The deposit covers the make, not the freight.",
      "No deposit, nothing goes into the run — however good the meeting was."
    ],
    "history": [
      {
        "version": 2,
        "at": "2025-10-08",
        "note": "Maria set half up front on a first order."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "deposit",
      "deposits",
      "first order",
      "new account",
      "up front",
      "prepay"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-invoicing",
    "title": "Invoicing & chasing",
    "section": "Pricing & terms",
    "roles": [
      "books"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 5,
    "confirmedAt": "2026-07-09",
    "status": "approved",
    "body": [
      "Invoice goes out the day the shipment leaves, not the day it lands.",
      "First reminder at fourteen days, second at twenty-one.",
      "A disputed line is held, not chased — that comes to Maria.",
      "Nothing goes to a collector without Maria saying so."
    ],
    "history": [
      {
        "version": 5,
        "at": "2026-07-09",
        "note": "Maria changed how long we wait before the second reminder."
      },
      {
        "version": 4,
        "at": "2026-04-03",
        "note": "Added what to do when an account disputes a line."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "invoice",
      "invoicing",
      "chase",
      "chasing",
      "reminder",
      "overdue",
      "disputed",
      "collector",
      "unpaid"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-ship-window",
    "title": "Ship windows & what we promise",
    "section": "Shipping",
    "roles": [
      "rep",
      "office",
      "partner"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 7,
    "confirmedAt": "2026-07-28",
    "status": "approved",
    "body": [
      "We promise the window on the batch, never a date.",
      "The window is the batch date plus ten working days to the island.",
      "If the batch moves, the account hears it from us the same day — not from the tracking.",
      "Never promise a window that isn’t on the batch board."
    ],
    "history": [
      {
        "version": 7,
        "at": "2026-07-28",
        "note": "Maria added “they hear it from us the same day”."
      },
      {
        "version": 6,
        "at": "2026-05-15",
        "note": "Ten working days to the island written in."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "ship",
      "ship window",
      "shipping",
      "delivery",
      "when will it arrive",
      "lead time",
      "batch",
      "run"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-short-batch",
    "title": "When a batch runs short",
    "section": "Shipping",
    "roles": [
      "rep",
      "office"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 3,
    "confirmedAt": "2026-06-02",
    "status": "approved",
    "body": [
      "Tell the account before they notice it on the packing list.",
      "Whoever ordered first gets the units — not whoever shouts loudest.",
      "Offer the next batch date, in writing, in the same message.",
      "Never split an account’s size run to make the numbers work."
    ],
    "history": [
      {
        "version": 3,
        "at": "2026-06-02",
        "note": "Maria added never splitting a size run."
      },
      {
        "version": 2,
        "at": "2026-01-09",
        "note": "First-ordered-first-served written down after the Batch 05 week."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "short",
      "shortfall",
      "runs short",
      "not enough",
      "allocation",
      "split the shipment",
      "backorder",
      "partial"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-returns",
    "title": "Returns from a wholesale account",
    "section": "Shipping",
    "roles": [
      "office",
      "books",
      "partner"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 4,
    "confirmedAt": "2026-04-16",
    "status": "approved",
    "body": [
      "A mispick or a transit damage goes back at our cost, and we don’t argue about it.",
      "Anything else needs Maria before a label is sent.",
      "Photograph the carton and the piece before it moves.",
      "A return is not a credit. The credit is a separate decision."
    ],
    "history": [
      {
        "version": 4,
        "at": "2026-04-16",
        "note": "Maria separated the return from the credit."
      },
      {
        "version": 3,
        "at": "2025-12-20",
        "note": "Added photographing the carton."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "return",
      "returns",
      "send back",
      "wrong item",
      "mispick",
      "damaged in transit",
      "rma"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-quality",
    "title": "Quality claims — what’s covered",
    "section": "Quality",
    "roles": [
      "rep",
      "office",
      "customer",
      "partner"
    ],
    "audience": "public",
    "pageKind": "knowledge-base",
    "version": 3,
    "confirmedAt": "2026-02-06",
    "status": "approved",
    "body": [
      "A seam or a stitch that fails inside a year is ours — replaced, not repaired.",
      "Colour fade from sun or chlorine is not a fault; it’s in the care label.",
      "Shrinkage over one size after a cold wash is ours.",
      "What’s covered is a rule. What someone bought and when is a record — look it up, never guess it."
    ],
    "history": [
      {
        "version": 3,
        "at": "2026-02-06",
        "note": "Maria wrote out what’s covered and for how long, after the Batch 03 seams."
      },
      {
        "version": 2,
        "at": "2025-11-08",
        "note": "Added the one-year line."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "quality",
      "covered",
      "warranty",
      "guarantee",
      "fault",
      "faulty",
      "stitching",
      "come away",
      "coming apart",
      "shoulder",
      "unstitched",
      "split seam",
      "seam",
      "colour",
      "fade",
      "shrink",
      "defect",
      "replaced"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-fault-evidence",
    "title": "Reporting a fault — what to send",
    "section": "Quality",
    "roles": [
      "rep",
      "office",
      "customer",
      "partner"
    ],
    "audience": "public",
    "pageKind": "knowledge-base",
    "version": 2,
    "confirmedAt": "2026-03-18",
    "status": "approved",
    "body": [
      "Photograph the piece flat, in daylight, with the fault in frame — not a close-up on its own, we need to see where on the garment it sits.",
      "Send the lot ticket sewn inside the side pocket. Without it we are guessing which run it came from.",
      "Say what happened before it failed: worn, washed, still in the box. It changes nothing about what is covered — it tells the factory where to look.",
      "Keep the piece until you hear back. Nothing goes in the bin while a claim is open.",
      "This page is what to SEND. What is covered is its own page, and what happens next is the order desk's to tell you."
    ],
    "history": [
      {
        "version": 2,
        "at": "2026-03-18",
        "note": "Maria added the lot ticket after two claims arrived with no way to trace the run."
      },
      {
        "version": 1,
        "at": "2025-10-02",
        "note": "Written after the first season of claims came in as text messages with no photos."
      }
    ],
    "keywords": [
      "report a fault",
      "what to send",
      "photo",
      "photos",
      "picture",
      "evidence",
      "lot ticket",
      "care label",
      "faulty piece",
      "how do i report"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-new-account",
    "title": "Opening a new wholesale account",
    "section": "Partners",
    "roles": [
      "rep",
      "office",
      "books",
      "partner"
    ],
    "audience": "public",
    "pageKind": "knowledge-base",
    "version": 3,
    "confirmedAt": "2026-05-21",
    "status": "approved",
    "body": [
      "A shop becomes an account when Maria has met them or walked the floor herself. A rep can start it; she finishes it.",
      "Take the trading name, the tax number, the delivery address and the person who actually signs off orders — that last one is the one people forget.",
      "First order is on deposit terms until three orders have been paid on time. That is not a judgement of anybody; it is the same for everyone.",
      "Set the tier at opening. Moving somebody up later is easy and moving them down is not, so start where the volume actually is.",
      "Send the lookbook and the current ship windows the same day. An account that waits a week for a lookbook has already met somebody else's rep."
    ],
    "history": [
      {
        "version": 3,
        "at": "2026-05-21",
        "note": "Maria added the signs-off-orders contact after a season of orders bouncing at the wrong desk."
      },
      {
        "version": 2,
        "at": "2026-01-15",
        "note": "Deposit terms written down instead of decided case by case."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "new account",
      "open an account",
      "new stockist",
      "new boutique",
      "sign up a shop",
      "first order",
      "trading terms",
      "onboard"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-samples",
    "title": "Sample requests",
    "section": "Samples",
    "roles": [
      "rep",
      "office"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 2,
    "confirmedAt": "2026-06-12",
    "status": "approved",
    "body": [
      "Samples go to a named buyer at a named account, never to a person.",
      "Two pieces per account per season, and they’re logged like an order.",
      "A sample that isn’t logged is stock that walked.",
      "Anything past two is Maria’s call."
    ],
    "history": [
      {
        "version": 2,
        "at": "2026-06-12",
        "note": "Learned from Ana’s question — Maria set the two-per-season limit and the logging rule.",
        "learnedFromThreadId": "th-ana-samples"
      },
      {
        "version": 1,
        "at": "2025-10-20",
        "note": "Written from what Maria told the order desk on the phone."
      }
    ],
    "keywords": [
      "sample",
      "samples",
      "sample request",
      "send one",
      "try it",
      "showroom piece",
      "sales sample",
      "how many samples",
      "leave samples",
      "leave a sample",
      "a couple of samples",
      "how many can i leave",
      "two per season",
      "sample limit"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-partner-ordering",
    "title": "How an account orders for itself",
    "section": "Partners",
    "roles": [
      "office",
      "partner"
    ],
    "audience": "public",
    "pageKind": "knowledge-base",
    "version": 2,
    "confirmedAt": "2026-04-09",
    "status": "approved",
    "body": [
      "Send the reorder in here and it lands on the order desk the same hour.",
      "Piece, colourway, sizes and the ship window you need — all four.",
      "Anything sent after 4pm island time is next working day.",
      "Your rep sees it too, so you never have to send it twice."
    ],
    "history": [
      {
        "version": 2,
        "at": "2026-04-09",
        "note": "Maria set the 4pm cut-off and what has to be on the request."
      },
      {
        "version": 1,
        "at": "2026-01-16",
        "note": "Written after the first self-serve reorder week."
      }
    ],
    "keywords": [
      "order yourself",
      "place an order",
      "portal",
      "reorder ourselves",
      "account login",
      "self serve",
      "how do we order"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-stock-check",
    "title": "Checking stock before you promise it",
    "section": "Systems",
    "roles": [
      "rep",
      "office"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 4,
    "confirmedAt": "2026-07-15",
    "status": "approved",
    "body": [
      "Check on hand AND reserved. On hand alone has sold pieces in it.",
      "A number older than an hour is not a number — refresh it.",
      "Reserve it as you promise it, in the same minute.",
      "If it isn’t reserved, you didn’t promise it — you hoped."
    ],
    "history": [
      {
        "version": 4,
        "at": "2026-07-15",
        "note": "Maria added “reserve it as you promise it”."
      },
      {
        "version": 3,
        "at": "2026-02-28",
        "note": "Added the one-hour freshness line."
      },
      {
        "version": 1,
        "at": "2025-09-04",
        "note": "Written from Maria’s ten-question interview."
      }
    ],
    "keywords": [
      "stock",
      "on hand",
      "availability",
      "available",
      "check stock",
      "how many",
      "units",
      "reserved",
      "inventory"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-conditional",
    "title": "What “conditional” means on a piece",
    "section": "Systems",
    "roles": [
      "rep",
      "office"
    ],
    "audience": "internal",
    "version": 2,
    "confirmedAt": "2026-05-30",
    "status": "approved",
    "body": [
      "Available means you can sell it today.",
      "Restock means it’s coming and the batch date is the promise, not the piece.",
      "Conditional means it only runs if the season’s minimum is hit — so you may show it, you may not promise it.",
      "If you’ve shown a conditional piece, say the word “conditional” out loud in the room."
    ],
    "history": [
      {
        "version": 2,
        "at": "2026-05-30",
        "note": "Maria added saying the word out loud in the room."
      },
      {
        "version": 1,
        "at": "2026-02-01",
        "note": "Written after the Wave-script Overshirt confusion."
      }
    ],
    "keywords": [
      "conditional",
      "restock",
      "status",
      "available",
      "discontinued",
      "what does conditional mean",
      "piece status"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-retail-delivery",
    "title": "When your order reaches you",
    "section": "Shipping",
    "roles": [
      "customer",
      "office"
    ],
    "audience": "public",
    "pageKind": "knowledge-base",
    "version": 2,
    "confirmedAt": "2026-07-24",
    "status": "approved",
    "body": [
      "If the piece is in stock it leaves us inside two working days, and the tracking goes to you the hour it goes.",
      "Anything not in stock is on a batch, and a batch has a window rather than a date — the order desk tells you which one you are on.",
      "Island addresses are two to three working days once it has left. Everywhere else is seven to ten.",
      "If the tracking has not moved in three working days, tell us. We chase the courier — you should not have to."
    ],
    "history": [
      {
        "version": 2,
        "at": "2026-07-24",
        "note": "Maria put the chasing on us, after a week of customers doing it for themselves."
      },
      {
        "version": 1,
        "at": "2026-03-05",
        "note": "Written for the retail side. The batch page is written for accounts and says so."
      }
    ],
    "keywords": [
      "delivery",
      "deliver",
      "delivered",
      "how long does delivery take",
      "how long",
      "arrive",
      "arrives",
      "when will it arrive",
      "dispatch",
      "posted",
      "tracking",
      "courier",
      "days"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-partner-ship-window",
    "title": "When your order ships",
    "section": "Shipping",
    "roles": [
      "partner",
      "office"
    ],
    "audience": "public",
    "pageKind": "knowledge-base",
    "version": 1,
    "confirmedAt": "2026-04-30",
    "status": "approved",
    "body": [
      "Your order goes on a batch, and what we promise is that batch's window — never a single date.",
      "The window is the batch date plus ten working days to the island.",
      "If the batch moves you hear it from us the same day. You should never find that out from the tracking.",
      "Ask the order desk which batch you are on and they will tell you. Nobody here has to guess at it."
    ],
    "history": [
      {
        "version": 1,
        "at": "2026-04-30",
        "note": "Written so an account can be told its window without a rep in the room."
      }
    ],
    "keywords": [
      "ship window",
      "when does it ship",
      "when will it arrive",
      "how long until it arrives",
      "how long",
      "batch",
      "lead time",
      "shipping",
      "dispatch",
      "arrive",
      "window",
      "delivery"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-sizing",
    "title": "How our pieces are cut",
    "section": "Sizing & care",
    "roles": [
      "customer",
      "partner",
      "rep"
    ],
    "audience": "public",
    "pageKind": "product-support",
    "version": 3,
    "confirmedAt": "2026-06-25",
    "status": "approved",
    "body": [
      "The pieces run true to the size on the label. The resort shirts and the overshirts are cut loose, on purpose.",
      "Between two sizes, take the smaller one in an overshirt and the larger one in a dress.",
      "The measurement on the care label is the garment laid flat, not the body it is meant to fit.",
      "Shrinking by more than a size after a cold wash is ours. That is the quality page, not this one."
    ],
    "history": [
      {
        "version": 3,
        "at": "2026-06-25",
        "note": "Maria wrote down which way to go between two sizes, after a season of exchanges."
      },
      {
        "version": 2,
        "at": "2026-02-19",
        "note": "Said out loud that the label measurement is the garment flat, not the body."
      },
      {
        "version": 1,
        "at": "2025-11-27",
        "note": "Written from the questions the order desk was answering twice a day."
      }
    ],
    "keywords": [
      "size",
      "sizes",
      "sizing",
      "what size",
      "which size",
      "size guide",
      "fit",
      "fits",
      "true to size",
      "runs small",
      "runs large",
      "between sizes",
      "measurements",
      "cut",
      "length"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-care",
    "title": "Looking after a piece",
    "section": "Sizing & care",
    "roles": [
      "customer",
      "partner"
    ],
    "audience": "public",
    "pageKind": "product-support",
    "version": 2,
    "confirmedAt": "2026-05-08",
    "status": "approved",
    "body": [
      "Cold wash, inside out, on its own the first time. Nothing we make goes in a hot machine.",
      "Never tumble dry it. Dry it flat and in the shade — the sun is what takes the colour, not the wash.",
      "Rinse salt and chlorine out the same day. Left in, they do exactly the fading the care label warns about.",
      "No bleach and no softener. Softener is what flattens the weave on the linen, and it does not come back."
    ],
    "history": [
      {
        "version": 2,
        "at": "2026-05-08",
        "note": "Maria added rinsing the same day, after the chlorine claims in April."
      },
      {
        "version": 1,
        "at": "2025-11-27",
        "note": "The care label written out in full, so nobody has to go and find the label."
      }
    ],
    "keywords": [
      "care",
      "wash",
      "washing",
      "washed",
      "machine",
      "laundry",
      "dry",
      "tumble dry",
      "iron",
      "shrink",
      "shrinks",
      "fade",
      "colour",
      "bleach",
      "softener",
      "chlorine",
      "salt",
      "linen"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-change-of-mind",
    "title": "Changing your mind about a piece",
    "section": "Shipping",
    "roles": [
      "customer"
    ],
    "audience": "public",
    "pageKind": "knowledge-base",
    "version": 2,
    "confirmedAt": "2026-06-04",
    "status": "approved",
    "body": [
      "Unworn, with the lot ticket still on it, inside twenty-one days — send it back and we exchange it.",
      "The postage back is yours unless the piece is faulty. A fault is not a change of mind, and it has its own page.",
      "A piece bought in a sale is an exchange, never a return.",
      "Money going back onto a card is Maria's call every time. Tell us what happened and she hears it the same day."
    ],
    "history": [
      {
        "version": 2,
        "at": "2026-06-04",
        "note": "Maria separated a change of mind from a fault — they were arriving in one message."
      },
      {
        "version": 1,
        "at": "2026-01-22",
        "note": "Written for the retail side. The wholesale returns page is a different page and stays inside."
      }
    ],
    "keywords": [
      "send it back",
      "send back",
      "sending it back",
      "exchange",
      "change my mind",
      "changed my mind",
      "wrong size",
      "does not fit",
      "doesnt fit",
      "swap",
      "twenty-one days",
      "unworn",
      "return it"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-minimum-order",
    "title": "The smallest order we take",
    "section": "Partners",
    "roles": [
      "partner",
      "rep",
      "office"
    ],
    "audience": "public",
    "pageKind": "knowledge-base",
    "version": 2,
    "confirmedAt": "2026-05-21",
    "status": "approved",
    "body": [
      "A first order is thirty-six pieces, across at least two styles. That is the whole of the minimum.",
      "After that there is no minimum on anything we hold in stock — order six if six is what you need.",
      "A conditional piece is the exception. It only runs if the season's minimum is hit, so it cannot be ordered on its own.",
      "Freight sits outside the minimum. Whether it is included depends on your tier, and the order desk will tell you which you are on."
    ],
    "history": [
      {
        "version": 2,
        "at": "2026-05-21",
        "note": "Maria wrote the reorder half down, after three accounts asked whether the minimum applied every time."
      },
      {
        "version": 1,
        "at": "2026-01-30",
        "note": "Written when the first boutiques opened accounts."
      }
    ],
    "keywords": [
      "minimum",
      "minimum order",
      "smallest order",
      "smallest first order",
      "how many pieces",
      "moq",
      "order size",
      "minimum quantity",
      "how much do we have to order"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-reach-a-person",
    "title": "Getting hold of a person",
    "section": "Getting hold of us",
    "roles": [
      "customer",
      "partner",
      "office"
    ],
    "audience": "public",
    "pageKind": "knowledge-base",
    "version": 2,
    "confirmedAt": "2026-07-16",
    "status": "approved",
    "body": [
      "The order desk is open eight to five, island time, Monday to Friday. Anything after five is answered first thing.",
      "Have the account name or the order number with you. For a fault, have the lot ticket and the photographs.",
      "Bisbe answers what Maria has written down and hands everything else to a person the same day — and you can see that it has.",
      "A day and a time for a visit is Maria's diary. Nobody else here will promise you one."
    ],
    "history": [
      {
        "version": 2,
        "at": "2026-07-16",
        "note": "Maria added what to have ready, after too many calls that had to be made twice."
      },
      {
        "version": 1,
        "at": "2026-02-11",
        "note": "Written so nobody has to work out how to reach us."
      }
    ],
    "keywords": [
      "contact",
      "contact you",
      "phone",
      "call",
      "email",
      "speak to someone",
      "speak to a person",
      "talk to a person",
      "talk to someone",
      "human",
      "hours",
      "opening hours",
      "get hold of",
      "reach you",
      "who do i ask"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-order-status",
    "title": "Where your order has got to",
    "section": "Shipping",
    "roles": [
      "customer",
      "partner",
      "office"
    ],
    "audience": "public",
    "pageKind": "knowledge-base",
    "version": 2,
    "confirmedAt": "2026-07-16",
    "status": "approved",
    "body": [
      "The tracking goes out the hour the parcel leaves us, to the address on the order.",
      "If it is on a batch and the batch moves, we tell you the same day. You never find that out from the tracking.",
      "What you ordered, when, and what you paid is your record. The order desk looks it up — nothing here guesses at it.",
      "Nothing is chased on a Sunday. If it goes late on a Friday it is chased on Monday, and we tell you that rather than going quiet."
    ],
    "history": [
      {
        "version": 2,
        "at": "2026-07-16",
        "note": "Maria added what happens over a weekend, because going quiet was the actual complaint."
      },
      {
        "version": 1,
        "at": "2026-03-05",
        "note": "Written beside the delivery page, for the question that always comes after it."
      }
    ],
    "keywords": [
      "order status",
      "status",
      "tracking",
      "track it",
      "has it shipped",
      "has it left",
      "parcel",
      "delayed",
      "late",
      "has not arrived",
      "still waiting",
      "update"
    ]
  },
  {
    "kind": "procedure",
    "id": "kb-redirect",
    "title": "Redirecting a parcel",
    "section": "Shipping",
    "roles": [
      "office"
    ],
    "audience": "internal",
    "pageKind": "procedure",
    "version": 1,
    "confirmedAt": "2026-08-06",
    "status": "approved",
    "body": [
      "We redirect it once, at our cost, if they tell us the same day the label was printed.",
      "After that the redirect is theirs to pay for, and we tell them what it costs before we move it.",
      "Never send a parcel on a second time without putting the new address in writing back to them."
    ],
    "history": [
      {
        "version": 1,
        "at": "2026-08-06",
        "note": "Write a new page, Redirecting a parcel (Shipping) — 3 lines from Nuria Beltrán’s question.",
        "learnedFromThreadId": "th-nuria-redirect"
      }
    ],
    "keywords": [
      "parcel",
      "redirect",
      "address",
      "cost",
      "pay",
      "tell",
      "after",
      "back",
      "before",
      "customer",
      "day",
      "gave",
      "label",
      "move",
      "never",
      "new"
    ]
  }
]