Ready to Wear items are usually shipped within 48 hours of ordering, not including weekends or bank holidays. If ordered before 2pm we aim to ship the same/next working day, but we recommend to order your item 1-2 weeks prior to the event to ensure it is delivered in time. If the item is out of stock, we will contact you and let you know of any delays or alternatives.
Made to Measure items can take 5 – 10 working days to schedule in the sewing, cut & make (not including delivery times). However, in most cases we’ll have it ready to ship in 3 – 5 working days. We still recommend to book in 1 -2 months prior to your event to ensure it arrives in time. For bridal orders we recommend to book in 4-5 months prior to the wedding.
If you are unsure on the required timescale for your order, please email firstname.lastname@example.org and we will be happy to advise.
Some items are subject to a Fast Track fee should you need your item before our pre booked sewing slots. Fast Track items are added onto our normal working studio hours in the evenings and at weekends. Fast Tracks are £25 per order (maximum 3 items) and this does not include delivery. Fast Track fees are non-refundable under any circumstances, even if you cancel your order or want to return/exchange your item.
We post 2nd Class Signed For via Royal Mail for delivery in 2 – 3 working days. For large custom orders we sent via a courier service for next day delivery. We will send a shipping confirmation on the day your item(s) has been sent to let you know when you should expect your parcel. Delivery dates are approximate and cannot be guaranteed.
Once your order has been shipped and a tracking code/proof of postage has been provided, we are no longer responsible for the whereabouts of your order. If there is an issue with the delivery of your order once it has been shipped, we are only able to contact Royal Mail on your behalf if it has been longer than 10 working days past the original delivery aim. Orders are only insured up to £50, if your order amount is larger than this we recommend to request the Special Delivery option. We will not be held responsible if you do not request this option and there is an issue with the delivery of your order.
We cannot be held responsible for loss, damage or parcels that are not collected by yourself should you not be in to sign for them. You will be given a tracking number for you to follow up your parcel. During exceptionally busy periods, delivery dates could be delayed. We will inform you in advance should this be the case.
A Special Delivery option (next day guaranteed up to £500) is advisable on all items to ensure next day delivery by 1pm. Extra postage costs will incur and will depend on weight.
Refunds or Exchanges
All items are handmade in our Lancashire based studio. Due to the nature of our items, we do not offer refunds on our Made to Measure garments; returns and refunds are only available for our Ready to Wear collection. Please be sure to ask any questions about sizing & colour prior to ordering. Items that may incur a manufacturing default can be exchanged only for a like for like item. We do not offer returns or refunds on Swimwear both Made to Measure and Ready to Wear. We only accept returns on eligible orders that are in their original sale condition – unworn, unwashed, unaltered, and undamaged – and must have the tags intact and still attached.
All items are quality checked by 2 staff members prior to being shipped. If you deem your item to be applicable for an exchange, please contact us within 7 days of receiving it. Please attach full sized photographs of your item(s) & description of the fault in the email, which will help you obtain a more efficient solution from us. Please note that returning packages needs prior approval from our Customer Service via email. If we find that any merchandise is defective as described under The Consumer Rights Act 2015, you will receive a full refund.
If we find that the merchandise is not defective in any way or has been misused/damaged/altered in your own care, then the merchandise will be shipped back to you with no refund.
Please confirm the shipping address before sending packages back to us, and please make sure to use tracked postage as we cannot be held responsible for loss or damage of items in the post. Customer covers all return postage costs in all circumstances.
Order Modifications or Cancellations
We can offer cancellations & refunds on Ready to Wear orders if manufacture has not began. If a mistake has been made on your order, please contact us immediately. If we have already begun manufacture of the item(s) then we cannot cancel the order and cannot offer a refund or return. Any errors regarding size/colour that were made during purchasing of our products will not be eligible for refunds. We will not be held responsible for colour difference caused by one’s display monitor. Please purchase fabric samples to ensure you are happy with the fabric and the colour.
All Made to Measure orders cancelled prior to 2 weeks before the delivery date and within 6 months of the purchase date are subject to an 70% partial refund. We will retain 30% of the cost of the order in its entirety. Orders cancelled outside 6 months of the purchase date will only be eligible for a 50% partial refund.
All orders cancelled within 2 weeks of the delivery date will not be eligible for any refund, and we cannot put the monetary value towards another order. If a specialist fabric has been ordered or your item(s) has been cut, at any point after payment has been made, then again a 50% partial refund is offered in cancellation of your order.
Please bare in mind that if your measurements have changed or are due to change once your order has been placed, then you will need to contact us at least 3 weeks prior to your delivery date with the correct measurements. We cannot be held responsible if the measurements you have provided are incorrect or have changed. If your garment(s) is ill-fitting due to incorrect measurements being provided (more than 2 inches out in any direction) we reserve the right to charge additional alteration fees. In the case we are unable to alter the garment(s), e.g. a dress is too small and we cannot alter it any larger, then we reserve the right to charge for the full priced item once more.
Please be aware that due to the nature of the handwork required, a finished Made to Measure gown may vary approximately 1 – 2 inches in either direction on any seam of specified measurements. All Made to Measure dresses can be made with margins for altering and tailoring if desired.
If the dress size did not arrive in the specification as one ordered, you can choose to make the adjustments at a local tailor, in which case we will reimburse the tailoring costs as long as the costs does not exceed 10% of the original cost of the item. If the tailoring costs exceed the original price of the dress by 10%, the customer is liable to pay the reminder for alterations. We will not cover specific changes to the dress for style. The original receipt and full details of the altering service must be posted to us to receive your reimbursement. Prior confirmation must be given by us to refund your alteration cost. If your garment is altered without our permission, we cannot accept responsibility for that garment & we reserve the right to refuse tailoring costs.
We provide alteration services as long as the garment(s) is returned to us within 7 working days of receiving it. If alterations are needed due to an error caused by yourself, you will pay for all alteration and postage costs. If alterations are needed due to an error caused by Rene K Couture, we will cover costs and postage.