Guarantee, Warranty & Returns
WHAT TO EXPECT
All our products are individually designed and handmade according to your preferences. Therefore, we cannot accept returns for any reasons other than an incorrect product being dispatched or a production error. Once ordered the products cannot be cancelled as we strive to cut the cloth as soon as the order is received.
Our tops are made from 70% lyocell, a fibre made from natural sources, and their colour may fade in the first few washes, after which it stabilises. Follow the care instructions when washing, which recommend washing inside out.
The product design interface on our website is a visualisation and minor differences in appearance may occur.
Please note that the final product you receive will always have some addition/ease added into your chest, waste and hip measurements. This is standard practice for tailors worldwide as it is necessary to have some addition/ease in order for the tops to fit you comfortably, thus enabling movement. The addition/ease is dependent on body types and fit selection.
As an act of goodwill, customer service and in our pursuit of excellence we will inform you if we suspect an error in the measurements supplied. Suspicion of incorrect measurements may result in a dispatch delay.
FIRST FIT GUARANTEE
It is our goal that all products you order from us fit you correctly first time, every time. In the unlikely event that this is not your experience, our “First Fit Guarantee” is designed to give you peace of mind. Where products do not fit as described and your measurements have adhered to our sizing guidance, we will alter or replace the product for you free of charge, resolving any issues. In the unlikely event that this is not possible, we will provide you with a full refund.
This guarantee applies for the first 7 days following receipt of the product. If the product does not fit as we have described when you receive it, please contact us within the 7 days.
We may require you to re-measure key dimensions and, in some cases, provide us with photos so that we can resolve any issues for your replacement product.
All our products are covered by a one year warranty against issues arising from manufacturing defects and faults. This is a non transferable warranty for the original owner, commencing from the date of purchase.
In the event of any issues with our products linked to manufacturing defects or faults, please contact us. Including a description and photos in the email will help us to resolve it quickly for you.
As our products are both custom fit and personalised, we can only accept returns where an incorrect product has been supplied or a production error has occurred. Where this has occurred, you have 30 days from the date of receipt to notify us. In the first instance in any of these circumstances, please contact us.
To be eligible for a return, your item must be unused, in the same condition that you received it and in its original packaging. A receipt or proof of purchase will be required.
On receipt and inspection of your returned item, we will email you to notify you of the outcome. If your refund is approved, a credit will automatically be applied to your original method of payment.
LATE OR MISSING REFUNDS
In the event of a late or missing refund, please double check your bank account and then contact your bank as there may be a processing time for refunds. If you’ve tried this and you haven’t received your refund, please get in contact with us so that we can assist you.
If you are required to return an item under our warranty, "First Fit Guarantee" or due to being delivered the wrong product, shipping costs may be refundable. Please ensure you have contacted us prior to shipping. Please consider using a tracked shipping service or purchasing shipping insurance to ensure the item is not lost in transit, as without this we will be unable to help.
GIFT CARD TERMS AND CONDITIONS
Our gift cards display an individual, single use code that can be redeemed on any product on our online store.
Gift cards cannot be exchanged for cash, returned or refunded, except in accordance with your legal rights.
Gift cards are typically valid for 6 months from the date of purchase. An extension may be applied prior to the expiry date by contacting customer services. If no contact is made, the single use code shown on your gift card will be invalidated on expiry and the balance will be lost.
Goods of a higher price than that of the value of the card may be purchased providing the difference is paid for. Where goods of a lower price than the value of the card are purchased, the balance will be transferred to a new gift card and posted or emailed to you.
If your gift card is lost, stolen or damaged please contact our customer services as soon as possible. If not redeemed, the original single use gift code shown on the card will be invalidated and a new card will be sent out. We accept no responsibility for lost, stolen or damaged cards that have subsequently been redeemed.
The code displayed on the gift card is strictly valid for a single, one-time use only and may not be shared with others. Once a code has been redeemed and sale completed, the code will automatically become invalidated from future uses. Any outstanding balance will be transferred to a new gift card.
We reserve the right to cancel any gift card codes we suspect to have been affected by fraud.
We reserve the right to amend the terms and conditions of gift cards at any time without notice and to take appropriate action, including the cancellation of the card, if we deem such action necessary. This does not affect your legal rights.