RETURNS & REFUNDS POLICY

Returns & Refund Policy Bespoke Tailored Garments

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. Ready to Wear

Refunds

In the event you are not completely satisfied with your purchase, you can begin a return process within 15 days of the delivery date. You will need the order number found in your order confirmation email. Once your request is approved, we will notify you by email with instructions on how to return your item(s).

All items must be returned in their original condition, including all tags and packaging. Items that have been used, worn, washed, altered, or damaged will not be accepted for a return.

Refunds will be processed within 10 working days of receiving your returned item(s) and will be issued to the original form of payment. Please note that the returned amount usually takes up to 10 working days to appear in your statement. Shipping and related handling fees such as duties are non-refundable.

We take great care of the quality of all our items and are committed to providing an easy and happy client experience. We hope that the above provides the flexibility and convenience you need when shopping purchasing on-line with Lavenderhands. If you have any questions or concerns about our return process, please email us for a personal consultation by telephone.

4. 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.

5. Returns Process

If a return has been approved under the terms above, we will provide you with:
A return address label and shipping instructions.

6. 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.

7. 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.

If you need further assistance, our team is always here to help at
support@lavenderhands.com.