Store Policy

Giving clients the most enjoyable experience that they will always remember is extremely important. That’s why we believe that our terms of engagement and shop policies should be fair, clear and transparent. Below you’ll find a list of all our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us!

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Payment Plans will be put in place

For Garments:

None Refundable Deposit of 50% of your final order cost is kindly required prior to work commencing.

25% of you order cost is paid upon completion of toiling/ mock up stage, before beginning the final garment.

The final 25% of your order is payable upon completion and before collection of your final garment.

For Accessories:

Non-Refundable Deposit of 50% of your final order cost is kindly required prior to work commencing.

The final 50% of your order is payable upon completion and before collection of your accessory.

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For all orders:

As your order is a bespoke, made to measure creation no refund is available if you have a change of heart about your order, however, please be assured that Hannah Charlotte Bespoke will work with you every step of the way and small design ‘tweaks’ can be made during the mock-up stage for example, hem lengths, sleeve lengths, neckline drops etc. If at any stage you would like to make a significant design change that involved creating a new pattern and toile this may incur an additional cost but this will be fully discussed and agreed with you before any action is taken.

No Refund is available for bespoke orders that have been started if your event / special occasion is cancelled for any reason including COVID 19.

If your event / Special occasion is postponed for any reason Hannah Charlotte Bespoke will still proceed with your order to the original agreed event date. Orders cannot be postponed once they have been started. Orders can however be postponed when a national or regional government lockdown has been enforced but we will continue again with your order once these restrictions are lifted.

Once your order has been placed and the process of creation begins you will be required to attend regular fittings, these fittings will be roughly 2-4 weeks apart (unless otherwise agreed by both parties) and must be attended promptly once you have been notified that the garment is ready for a fitting. If you do not attend your fittings regularly and within a reasonable time frame Hannah Charlotte Bespoke cannot guarantee that your order will be finished for the event date and holds no responsibility for uncompleted garments. No refund will be given if you do not attend your fittings within reasonable time frames and your garment is therefore not completed on time. Please be assured you will always be given notice if this is in risk of happening.

Once you have received notice that your item/s have been completed and are ready for collection, you have 14 days to collect and make your final outstanding payment. Any orders not collected after the 14 day period could incur additional storage fees.

After you take your products away you have 14 days to return the item if you find a fault. Unfortunately, refunds cannot be offered when items have been adjusted or altered by any other 3rd party that is not authorised by Hannah Charlotte Bespoke.

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