At Lavender Hands we are
committed to providing you with expertly crafted, bespoke garments made with
the highest attention to detail by our skilled tailors in Turkey. As each item
is custom-made to your individual specifications, our returns policy reflects
the unique nature of these products, while complying with EU consumer
protection regulations.
1. Bespoke and Custom-Made Items
Under EU law, the right to
cancel or return goods bought online does not apply to
custom-made or personalised items. As all our
garments are bespoke and tailored to your specific measurements, we are unable
to offer refunds or exchanges based on a
change of mind, incorrect measurements provided by the customer. However, as this is a personalised service
we are always happy to discuss and hopefully resolve any problems.
2. Defective or Faulty Products
If your garment arrives with
a material defect or manufacturing fault, please notify
us within 7 days of receipt by emailing
support@lavenderhands.com with:
Your order number
A clear description of the issue
Supporting photographs
Once the issue is verified, we will:
discuss the repair or replacement of the item at no cost to you, or
provide a partial or full refund if a suitable resolution cannot be reached
Return shipping costs for defective items will be reimbursed or
pre-paid by us, provided there is prior approval
3. Delivery Issues
If your order is lost or damaged
in transit, please contact us immediately so we can work with our logistics
partners to resolve the issue. All shipments are tracked and insured.
4. Returns Process
If a return has been approved
under the terms above, we will provide you with:
A return address label and shipping instructions.
5. PLEASE NOTE
Returned items must be unworn (except for initial try-on), and
returned in their original condition and packaging.
A photo is required before return.
6. Taxes & Duties
If any additional customs duties
are incurred due to a return, they will be deducted from the refund amount
unless the return is due to a fault on our part.