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Returns and Refunds Policy


Read our full Terms and Conditions
 

Please read the information below before placing an order...

Because our customers have such a large variety of choices from which to pick all the different elements of their outfit, this means that every order we produce is UNIQUE and made for that customer specifically.

It is for this reason that we do not make refunds on orders or accept returns.

All of our products are 'Custom-Made', 'Made-to-Measure' or 'Made-to-Order', and cannot be returned after you have received them unless they are 'faulty', 'defective', or 'not as ordered' but this must be confirmed by inspection by a representative of The Frock Factory.

This applies whatever item you are ordering, so please be absolutely sure you want the item before placing any order.

To ensure that the fabric and colour you have chosen for your outfit or other item is the correct one, please use our Fabric Sample Service to request swatches of the fabrics. This way you can be certain you have the exact fabric and colour that you desire.
For more information on this service, please CLICK HERE

If we don't have your chosen fabric in stock it is ordered in especially for you so that we can produce your order.

For each and every order that we receive, the items are produced by our own skilled team here in our workshop, for that particular order. Each one is made according to the style or styles, fabrics and colours, sizes and lengths specified by that customer who placed the order. This applies to orders made in standard sizes as well as non-standard or made-to-measure sizes.

We don't have a warehouse full of ready-made garments to send out. Basically, if our garments (or any of our products) aren't ordered, they aren't made!

If you find it necessary to return any item to us, for whatever reason, we will have to charge you the cost of posting it back to you. There are no refunds for shipping and handling charges unless it is a shipping error on our part.

Read our full Terms and Conditions of Use.

If you require any further information please use our contact form or telephone on 0844 3578535 and we will do our very best to answer your queries.


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