Cancellation, Refund & Return Policy
At Reinas Gowns, every piece is prepared with care, whether it is a bespoke creation made specifically for you or a ready-to-wear piece selected from our collection. The following policy outlines our cancellation, refund and return terms so you know what to expect at every stage of your order.
1. Bespoke & Custom-Made Orders
Bespoke and custom-made pieces are created specifically for each client and involve purchasing fabrics, trims and other materials, as well as reserving production time.
Cancellation
Once production has started, bespoke and custom-made orders cannot be cancelled. If you cancel your order after production has commenced, your 70% initial deposit is non-refundable and will be retained to cover materials, labour and production costs already incurred. If an order is cancelled before production begins, Reinas Gowns will review the request and determine whether any portion of the payment can be refunded, depending on costs already incurred.
Refunds
Because bespoke pieces are made specifically to a client's approved specifications and measurements, we do not offer refunds simply because a client changes their mind, no longer requires the garment, or is dissatisfied with the chosen style, fabric or colour after production has begun. We encourage clients to carefully review and approve their design, measurements and fabric selection before production begins. Where a refund has been approved, it will be processed within 7–21 working days, depending on the payment provider.
2. Changes to Bespoke Orders
Once production has started, changes to the design, fabric, colour, measurements or other specifications may not be possible. Where a change can be accommodated, additional costs may apply depending on the materials and work required.
3. Faults or Errors on Our Part
We take pride in our quality and inspect garments before they leave the atelier. If you receive your order and believe there is a manufacturing fault, significant damage or an error that differs from the approved order, please contact us within 48 hours of delivery. Please provide clear photos and/or videos showing the issue so that our team can assess it.
Where the issue is confirmed to be an error or manufacturing fault on our part, we will work with you on an appropriate solution, which may include repair, alteration, replacement or another remedy agreed upon by Reinas Gowns.
4. Returns & Exchanges
Returns and exchanges are not automatically guaranteed and must be approved by Reinas Gowns before an item is sent back. Where a return is approved, the garment must be:
- Unworn and unused
- Unwashed and unaltered
- Free from stains, makeup, perfume, deodorant or other marks
- Returned with its original tags and packaging where applicable
- Items that have been altered by another tailor or modified without our approval are not eligible for a return, repair or refund.
5. Sale & Promotional Items
Items purchased during sales, promotions or clearance offers are final sale and are not eligible for return, exchange or refund unless the item has a confirmed manufacturing fault.
6. Approved Returns
If Reinas Gowns approves a return, we will provide instructions on how and where the item should be returned. The client is responsible for return shipping costs unless the return is due to an error or confirmed fault on the part of Reinas Gowns. Once the item is received, it will be inspected before any approved refund, exchange or store credit is processed.
7. Store Credit
Where a return or exchange is approved, Reinas Gowns may, at its discretion, offer store credit instead of a monetary refund.
Store credit:
- Will only be issued after the returned item has been received and inspected.
- Is valid for 6 months from the date of issue.
- Is non-transferable.
- Cannot be exchanged for cash or refunded to the original payment method.
8. Rentals
Rental bookings are subject to the cancellation terms communicated at the time of booking.
Once a rental booking has been confirmed and the gown has been reserved for a specific date, cancellation and refund eligibility will depend on how close the cancellation is to the rental date and whether the gown has already been prepared or reserved exclusively for the booking. Any applicable cancellation fees or refund terms will be communicated at the time of booking.
Important: By placing a bespoke, custom-made, ready-to-wear or rental order with Reinas Gowns, you confirm that you have read and accepted the applicable cancellation, refund and return terms.