TERMS & CONDITIONS

Order Policy

When your order has been placed through the website or email or in the studio, by the customer, it is classified by us as being ‘placed’. When an order is ‘placed’, the customer is required to accept the terms of their order. If any fabric or trims are not in stock, we will contact you via email to find out if you would like us to change your order or refund it for you. You will be given the option of fabric alternatives or the right to cancel your order. Full completion time of orders can vary throughout the year, but we try to aim to have your item made with minimum of 3 months per order or by arrangement.  For items from the lingerie collection minimum of 1 month from order.

Delivery Policy

All orders should be picked up by the customer from the studio unless otherwise arranged.  If postal delivery is required the customer must be aware that once the item leaves the studio it becomes the responsibility of the delivery company and insurance cover and cost will be discussed with the customer and agreed by the customer before items are posted.

Refund policy

All the garments that are “made to order” and are based and created on customer approval of the order details provided to and discussed with The Robing Room staff. Initial Booking Fee of 50% of final cost is paid by the customer at the confirmation stage of the order.  This can be refunded with a reduction for considered admin fees providing no fabric orders have been placed. Refunds/Returns for ‘made to order’ orders with a ‘placed’ processed customer order will not be accepted. Once an order has been placed the manufacturing stage of the garment starts immediately and costs are borne immediately by us. Therefore, we stress that once an order has been placed, it cannot be cancelled. In a situation where the product is faulty, we will more than happily alter the garment free of charge if notified within 7 days of delivery. Notification of a fault with a bespoke order must be made by email to janet@therobingroom.co.uk within 7 days of delivery. The product must be retained in an unused condition and the cost of any loss or damage of the product will be charged to the customer. Garments that have been altered and amended externally will not be accepted. We do not accept and cannot process any alterations without being notified via email to confirm the alterations address janet@therobingroom.co.uk. For your protection we recommend that you use a recorded delivery or courier service with adequate insurance cover as The Robing Room cannot be held responsible for goods not received.

Returns and exchanges

If the item is custom-made to fit refunds and exchanges are not available as the item is created to the measurements from the customer. If the item is faulty it will be repaired or replaced.

 Bespoke pre-made photo samples can be returned within 14 days from delivery date. Items must be in the same condition as they left the studio. Items must have all tags attached. Items must be returned at the customers expense. You must obtain proof of postage just in case your order is lost on the way back. Failure to do so may result in us not being able to process your return.  We reserve not to refund you if you return the items to us outside the terms of our returns policy.