Returns & Cancellations

Between placing an order and confirming it on your consultation call, you can cancel for any reason and pay nothing. The amount is held on your card rather than taken — you will see it as pending, and it is released, not refunded, because the payment was never completed. Tell the consultant on the call, or contact us before it, and we will release the hold; your bank usually returns it to your available balance within a few working days.

This is the point at which cancelling is simplest, and it is why we call before taking payment. Please raise any doubt about size, colour, timing or price on that call.

Once you have confirmed your order on the consultation call, we take payment and the atelier begins making your garment to the measurements and specification agreed with you.

Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel a distance purchase does not apply to goods that are made to the consumer's specifications or are clearly personalised. Because your garment is cut and made to your own measurements and specification, it falls within that exception, and it cannot be cancelled or returned once production has begun simply because you have changed your mind.

We will always tell you on the consultation call, before taking payment, that this is the case. If production has not yet started when you contact us, we will do what we can to stop it and discuss your options with you.

This exception applies only to your right to change your mind. It does not affect your rights if a garment arrives faulty, is not as described, or does not match what was agreed on the call. Those rights are set out below and cannot be excluded.

Under the Consumer Rights Act 2015 every garment we sell you must be of satisfactory quality, fit for purpose and as described. That applies to made-to-order pieces exactly as it does to anything else, and nothing in this policy or our terms changes it.

In the first six months it is for us to show that a fault was not present at delivery, not for you to show that it was.

This also covers a garment that does not match the measurements or specification agreed on your consultation call. A piece made to the wrong measurements is not a change of mind — it is our error, and we will put it right.

We do not charge you to return a faulty garment. Contact us first and we will arrange collection or reimburse reasonable postage.

These are handmade garments made in small ateliers. The following are characteristics of the work rather than defects:

• Small variations in embroidery placement, beadwork density or hand-finishing between pieces.
• Minor variation in the shade of a dye lot, and differences between the colour on your screen and the garment in daylight.
• The natural irregularity of hand-woven fabric, such as slubs in raw silk.
• Loose threads or a few beads that need securing on arrival, which we will resolve for you.

If you are unsure whether what you are seeing is a fault, send us a photograph and we will tell you honestly.

Every garment is checked in-house before it reaches you, and anything that needs correcting is put right before it is sent.

If the fit is not right when it arrives, tell us. What can be done depends on the piece — how it is cut, the fabric, and the change you need — so your consultant will look at it with you and tell you what is possible and what it would cost before any work begins.

A garment that is faulty or not as described is a different matter entirely. That is covered under Faults above, and your statutory rights apply in full.

• Contact us at orders@bibilondon.com, on +44 (0)7931 999111, or on WhatsApp at +44 7931 999111, quoting your order number.
• Tell us what is wrong and send photographs if it is a fault. This usually saves a return journey.
• We will tell you whether to return the garment and how. Please do not send anything back before speaking to us.
• Keep the garment unworn, with its tags attached, and in its original packaging while we resolve it.

Refunds are made to the card used for the original payment, within 14 days of us accepting the return or receiving the garment back, whichever is later. Your bank may take a few further working days to show it.

Nothing in this policy affects your legal rights. If you would like free, independent advice about them, contact Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.