Bespoke / Made-to-Order
Because each bespoke piece is custom-made to your measurements and approved design, bespoke commissions are non-refundable and non-exchangeable.
The sole exception is where an item arrives with a verified manufacturing defect or damage not caused by the Client. In such cases, the Atelier will offer repair, remake, or another remedy agreed in writing — not a discretionary refund for change of mind.
Subjective differences in colour perception, minor variations inherent in hand-finished couture, or fit issues arising from missed fittings or Client-supplied measurements are not treated as defects.
Ready-to-Wear
Ready-to-wear returns and exchanges are accepted within 7 days of delivery, provided the item is unworn, unwashed, with all tags attached, and in its original condition and packaging.
Items marked final sale, customised after purchase, or altered by the Client are not eligible for return.
The Client is responsible for return shipping costs unless the item is confirmed faulty or incorrectly dispatched by the Atelier.
Defective or Damaged Items
If you receive a defective or damaged item, contact us within 48 hours of delivery with your order reference and clear photographs of the issue.
Do not wear, wash, or alter the item while the claim is reviewed. We will assess the report and arrange repair, replacement, exchange, or refund as appropriate.
For bespoke deliveries, defects must be reported before the garment is worn outside fitting or approval contexts, unless damage occurred in transit.
Non-Returnable Items
The following are not eligible for return or exchange except where a verified defect applies:
- Bespoke and made-to-order commissions.
- Altered, customised, or hemmed ready-to-wear pieces.
- Intimate apparel, swimwear, or items where hygiene seals are broken.
- Final-sale or promotional items marked non-returnable at purchase.
- Consultation fees and bespoke deposits.
Refund Method & Timeline
Approved refunds are returned to the original payment method where possible. Bank-transfer refunds require the Client to supply accurate account details.
Refunds are typically processed within 7–14 business days after the returned item is received and inspected, or after a defect claim is confirmed. Payment processor timelines may add additional days before funds appear in your account.
How to Initiate
Contact [email protected] with your order or commission reference, the item name, reason for return or report, and photographs where applicable.
For ready-to-wear returns, await confirmation and return instructions before shipping items back. Unauthorized returns may not be accepted.
We will guide you through the next steps and keep you informed of the outcome.