Every piece is made to order for one person. That is the reason for the deposit, and it is also the reason this policy is narrower than a ready-to-wear one.
The short version
- A minimum 50% advance confirms an order; international orders are taken at 100% in advance.
- No refund or exchange for a change of mind, or because a piece is not to taste on arrival.
- No exchange on customised orders — anything cut to your measurements, colour or fabric.
- A refund applies where a piece arrives damaged, destroyed or burnt.
If a piece arrives damaged
Tell us within 48 hours of delivery, with photographs of the piece and of the outer packaging. Once we have confirmed the damage we will repair, remake or refund the piece — whichever you prefer and the damage allows.
Please do not wear, wash or alter a piece you intend to report. Doing so makes the damage impossible to assess.
Why customised pieces cannot be returned
A customised piece is cut to one set of measurements and cannot be offered to anyone else. The deposit covers cloth and handwork committed the moment production begins, which is why it is not refundable once cutting has started.
If you are between sizes, choose Customized at checkout and send your measurements — it costs nothing extra and it is the surest route to a piece that fits.
Colour and handwork
Screens render colour differently, and hand embellishment varies slightly from piece to piece. Minor variation between the photograph and the piece you receive is a property of handmade clothing, not a defect, and is not grounds for a refund.
To report a damaged delivery, email info@saminarasul.com with your order number and photographs.
