Cancelling or reporting a fault: our terms explained

Why custom clothing works this way

A ready-made shop can take a dress back and sell it to someone else. A made-to-measure outfit cannot be resold: it is cut to one person’s measurements and one person’s design. That is why the line is drawn at cutting. Before then, your order can still change or stop with little lost; afterwards, the fabric has been shaped for you alone. It is also why every detail is agreed in writing first, so that what is made is exactly what you asked for.

Cancelling before cutting

If your plans change, tell us straight away. The sooner we know, the more likely it is that cutting has not begun.

• Fabric + Stitching: you are refunded what you paid, minus the cost of any fabric we have already bought for your order.
• Stitching Only: the fabric is yours, so nothing is taken off for it.
• Changes instead of cancelling: before cutting, changes are usually straightforward, though they can affect the price or timing. Sometimes adjusting the design solves the problem.

Once cutting has started

From the moment cutting starts, the outfit is being made for you alone, and a cancellation at that stage is not refunded. If you are unsure about anything, from a sleeve length to a lining colour, ask before you approve the quote, not after. Our page on design approval explains what to check.

What counts as a fault

A fault is when the outfit does not match what was agreed in your quote: a measurement that differs from the agreed one, a neckline or sleeve that is not the agreed style, or a detail left out. In those cases we correct or remake it without charging for the work.

Some things are not faults. A small difference in shade between the outfit and photos on a screen is normal, because lighting, cameras and screens all change how colour looks. An outfit made exactly to the measurements you gave, which then turn out to have been taken wrongly, matches what was agreed. That is why our guides to common measuring mistakes and the size guide are worth ten minutes before you order.

How to report a problem

• Try everything on as soon as it arrives, and compare it with your written quote.
• Tell us within seven days of delivery, with clear photos showing the problem and, if it is about size, the measurement as you took it.
• Agree the fix with us before sending anything back.
• Post it to us, paying the postage, and we correct or remake it without charge for the work. You also pay the postage for the corrected piece to come back to you.

Avoiding problems in the first place

Most issues are prevented at the quote stage: check every measurement, the unit and the design details, and ask about anything you are unsure of. Our full wording is in the terms, and the payment and cancellations page gives a short summary. Whether you send an unstitched suit through Stitching Only from the Netherlands or anywhere else, the same terms apply. When you are ready, request a quote.