Refund & Cancellation Policy.

Why Custom Orders Work Differently

Every item we produce is cut, printed or embroidered to your own design, colours and sizing — not pulled from stock. Once fabric is cut or a print/embroidery run has started against your spec, that cost is committed and the resulting goods generally can't be resold to anyone else. That's the reason our policy centres on when you cancel, rather than a blanket right of return.

Samples

Sample fees, where applicable, are agreed with you before we begin. Once we've started cutting or producing your sample, that fee is non-refundable, since the fabric and labour are already committed. If you decide not to proceed to bulk after seeing your sample, no further payment is owed — you're never obligated to place a bulk order because you sampled with us.

If you do proceed to bulk, the sample fee can be credited toward your first bulk order — ask us to apply it when you place that order, since it isn't automatic. This only applies where the bulk order is 50 pieces or more; it doesn't apply to bulk orders under 50 pieces, including our standard 20-piece MOQ. Effective 14 September 2026.

Cancelling A Bulk Order

• Before production starts — if you cancel after paying a deposit but before we've begun cutting fabric for your bulk order, we'll refund your deposit less any costs already incurred on your behalf (for example, fabric already purchased specifically for your order).
• After production has started — once cutting, printing, embroidery or sewing has begun on your bulk order, that portion of the order is no longer refundable, since the materials and labour are committed and the goods are built to your spec.
• After production is complete — completed goods built to your approved spec are not eligible for a refund based on a change of mind, since they cannot be resold to another customer.

Manufacturing Defects

If your order arrives with a genuine manufacturing defect — a stitching fault, a colour or size mismatch against your approved spec, or a construction issue — contact us within 7 days of delivery with photos of the affected pieces. We'll review it and, where the defect is confirmed as ours, either remake the affected units — you'd only need to cover the shipping cost to receive the replacement — or issue a refund for them, at our discretion.

This does not cover: normal wear and washing, sizing issues where the delivered garment matches the spec you approved at sample stage, or a change of mind about a design choice you already signed off on. That's exactly why we insist on a sample approval step before bulk — see our tech pack guide for how to make sure your spec is accurate before it goes to bulk.

Damaged Or Lost In Transit

Shipping damage and lost shipments are handled under our Shipping Policy, not this page — the process and timeline are the same either way: contact us within 7 days of the expected delivery date.

How Refunds Are Issued

Approved refunds are returned using the same payment method you used to pay us, wherever that's possible, and are processed once we've confirmed the refund with you directly.

Since we take payment by bank or wire transfer, an approved refund is sent back by bank or wire transfer to the account it came from. Please allow a few business days for it to arrive, depending on your bank.

Questions About An Order

Last updated: 27 October 2026 (company details updated). See also our Terms & Conditions, Privacy Policy and Shipping Policy.