Bespoke & Made-to-Measure Terms and Conditions

1. Bespoke Service Definition

All products and services provided by us are bespoke, made-to-measure and/or personalised, created specifically to the customer’s individual measurements, specifications and design choices.

Each item is produced as a custom commission and is not an off-the-shelf or ready-to-wear product. As such, variations are inherent in the bespoke process, and no two items will be identical.

2. Returns, Refunds & Consumer Rights

Due to the bespoke and personalised nature of our services, all made-to-measure and bespoke items are strictly non-returnable and non-refundable once production has commenced.

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to goods that are made to the consumer’s specifications or are clearly personalised.

Nothing in these terms affects your statutory rights in relation to faulty goods.

3. Cancellations

Orders may only be cancelled prior to production commencing.

Production is deemed to have commenced once any of the following have occurred:

• Fabric or materials have been ordered or cut

• Patterns have been drafted or adapted

• Design specifications have been finalised and approved

• Work has begun on the construction

Once production has commenced, cancellation is not possible, and no refund will be issued.

4. Deposits & Payments

A deposit is required to secure your booking and production slot. Unless otherwise stated:

• Deposits are non-refundable once production has commenced

• The remaining balance must be paid in full before delivery or collection

We reserve the right to suspend or cancel work if payment is not received by the agreed deadline. No item will be released until full payment has been received.

5. Measurements & Client Responsibility

Where measurements are provided by the client (including remote or self-submitted measurements), the client is solely responsible for their accuracy.

We are not responsible for fit issues arising from:

• Incorrect measurements supplied by the client

• Changes in body size, weight, posture or proportions after measurements are taken

• Delays between measurement and completion

Any alterations required due to the above may be chargeable.

6. Design Approval & Specifications

Before production, the client will be required to approve all final specifications, including but not limited to:

• Measurements

• Fabric selection

• Colour

• Style, cut and length

• Finishing details

Once written approval has been given (via email, message or website confirmation), no changes can be made after production has commenced.

7. Fit, Alterations & Adjustments

Bespoke garments are produced to the agreed specifications and measurements, not to subjective preferences of comfort or style.

Minor adjustments may be offered at our discretion. Where provided:

• Adjustment costs and shipping are the responsibility of the client unless the item is faulty

• Adjustments do not apply where fit issues are caused by body changes or inaccurate measurements

Major alterations, redesigns, or remakes will be chargeable.

8. Faulty or Defective Goods

If an item is faulty or not produced in accordance with the agreed specifications, you must notify us in writing within 48 hours of receipt, providing clear details and supporting evidence where requested.

If a genuine fault is confirmed, we reserve the right to offer:

1. A repair

2. A remake

3. A refund

This will be determined in line with your statutory consumer rights.

Faults do not include:

• Preference or change of mind

• Fit preference

• Design dissatisfaction after approval

• Normal wear and tear

• Damage caused after delivery

9. Production Timelines

All production timelines are estimates only and are not guaranteed.

Delays may occur due to:

• Supplier or material availability

• Client delays in approvals, measurements or communication

• Unforeseen circumstances beyond our control

Delays do not constitute grounds for cancellation or refund.

10. Client Obligations

The client agrees to:

• Provide accurate and complete information

• Respond promptly to communications and approvals

• Attend fittings where applicable

• Make payments on time

Delays caused by the client may extend production timelines and may incur additional costs.

11. Delivery & Risk

Risk passes to the client upon delivery or dispatch.

The client is responsible for providing a correct delivery address. We are not liable for delays or losses caused by couriers once the item has been dispatched.

Any customs duties, taxes or import charges for international orders are the responsibility of the client.

12. Consultations 

Consultation fees are non-refundable unless otherwise stated.

Missed appointments, late arrivals or cancellations outside any stated notice period may result in forfeiture of the consultation fee.

13. Marketing & Photography (Optional)

Unless otherwise agreed, we reserve the right to photograph completed garments and use images for marketing, portfolio or social media purposes. Client privacy will be respected at all times, and identifying features will not be used without consent.

Clients may request to opt out of this clause in writing.

14. Checkout, Invoice & Email Acceptance

By placing an order, the client confirms that they have read, understood and agreed to these bespoke terms and conditions.

All bespoke orders are subject to acceptance of these terms at checkout, on invoices and in order confirmation communications.

15. Priority of Bespoke Terms

These bespoke terms take precedence over any general returns or retail policies. In the event of any conflict, these bespoke terms shall prevail.

16. International Returns & Customs

When returning goods from outside the UK, you must clearly mark the parcel and documentation as “Returned Goods”.
Failure to do so may result in import duties or charges, which will be your responsibility.

17. Contact

To request a return or report a fault, please contact us by email with your order number and details of the issue.

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1. Pattern-Making & Creative Services

Pattern-making, technical support, and consultancy services are provided based on the information supplied by the client. Sawrap is not responsible for outcomes where incorrect measurements, specifications, or late changes are provided.

Patterns created by Sawrap are for the client’s agreed use only and may not be resold, reproduced, or distributed without written permission.

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2. Workshops

Workshops are delivered either in small groups or one-to-one sessions. Places are confirmed once full payment or a deposit has been received.

If you are unable to attend, please provide at least 48 hours’ notice. Cancellations made with less notice may not be refunded.

 

3. Payments

Payment terms will be confirmed at the time of booking. A deposit may be required to secure services or workshop places. Final balances must be paid by the agreed date.

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4. Cancellations by Sawrap

In the unlikely event that Sawrap needs to cancel or reschedule a service or workshop, clients will be offered a rescheduled date or a refund where appropriate.

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5. Intellectual Property

All designs, patterns, and teaching materials remain the intellectual property of Sawrap unless otherwise agreed in writing.

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6. Liability

Sawrap will not be held liable for any loss, damage, or injury except where required by UK law.

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