Cancellations

You can cancel an order up to the point we start work on your pattern and/or within 14 days of ordering. All you need to do is notify us of your intention to do so in writing.

If we haven't started work, you have two choices:

  • Full Credit Note: We can issue a credit note for 100% of the amount paid, including shipping. This note has no expiry date and can be used for any future order.
  • Refund: We can provide a refund to your original payment method, less any costs already incurred. If work hasn't started, this cost is generally the non-refundable 4.5% fee that Shopify charges us to process the transaction.


Under UK law we don't have to accept any cancellations once work has begun, or after 14 days. In practice this is unpleasant for everyone concerned, and so we often still accept your cancellation as follows:

We will send you a credit note for the amount paid, less any costs, Shopify fees or the work done @£40 per hour plus materials and postage.


SOMETIMES WE HAVE TO CANCEL ORDERS
Making custom orders is a collaborative process between us and you, and sometimes that relationship breaks down and we need to cancel the order/contract to protect ourselves from financial loss. The usual way this happens is as follows:

Failure to send measurements:

There are all sorts of valid reasons why this can happen and we've found the easiest least stressy thing for everyone concerned is simply to give a full refund for the amount paid, allowing you to re-order when everything has settled down and you are ready to go.

To keep everything running smoothly we now say that if a client has not supplied us any measurements within four weeks of their order, we will consider the order cancelled and send you a credit note for the amount paid, less any costs, Shopify fees or the work done @£40 per hour plus materials and postage.


Failure to give feedback on fittings sent:


When we send your fitting, we expect to get detailed feedback from you within a reasonable period of time, for argument's sake let's say within two weeks. If after three weeks we haven't heard from you then we will send you a reminder, but if you haven’t supplied enough feedback for us to continue work after four weeks we will consider the order cancelled by you and send you a credit note for the amount paid, less any costs, Shopify fees or the work done @£40 per hour plus materials and postage.