What if it doesn't fit?

Outlet - What if it doesn't fit?  

If you order anything from our Outlet and it doesn't fit, it's easy to return it for a refund. No quibble, no problem.  Return instructions are here and refunds usually happen within a couple of hours of your item arriving here safely.

If you want to swap for a different size please return for a refund* and place a new order for the different size on the Outlet if available. If your size isn't on the Outlet then you'll need to order at the regular price. 

Custom Made - What if it doesn't fit?  

Custom-made are all the items where you choose options on the item page and then wait whilst we make them for you. This is called 'making to order' and we don't by law have to accept returns or exchanges, but none of us want to live in that kind of world so in practice, we usually take your returns and resell them on our Outlet page. You get a better service and we don't lose money, it's a win-win as long as you don't abuse our free postage offer.

Sometimes it might make more sense to order two sizes of the same item, with the idea of returning the one that doesn't fit - please email jules'at'luxtenebrae'dot'com if you think you may benefit from this.

Made to Measure and Bespoke - What if it doesn't fit?  

In practice there are rarely problems with the fit of these kind of items since they are a duplicate of your final agreed toile, or your supplied measurements. Even so, some people will still want to alter their finished custom-made order after it has been signed off and delivered.

Within limits, we can alter finished items, but sometimes alterations would mean completely deconstructing your item. 

Any changes to your item after they have been signed off and delivered are always treated as a new order and charged at our normal rate of £40 per hour plus materials and postage. There is a 1 hr minimum charge, then per 1/2 hr after that. 

The most common reasons for alterations after delivery are:

Using a guestimate instead of giving exact measurements (happens really often on waistbands) Always use a tape measure

Being on a diet or hoping to lose weight but not actually doing so, or going on holiday and changing shape.

Taking ages between getting the fitting and reporting the details back to us.

If we were to make an error on your custom-made item, then under UK Law you are entitled to a repair by us and we will make good your item immediately.

 

* REFUNDS

Lux Tenebrae are charged a flat fee of 4.5% per transaction, whether or not the order is subsequently cancelled. 

Any orders returned or cancelled will be given a full refund less our actual losses that directly result from your cancellation. In practice this is generally only the Shopify transaction fee, but occasionally there are other costs already incurred e.g. special patterns/fittings