ILWAAD Returns, Cancellations & Refund Policy
We want every ILWAAD customer to be clear about their order before purchasing. Because most of our bridal garments are tailored, made-to-measure or customised, the return and cancellation rules will depend on the type of item purchased.
Standard, Non-Personalised Items
For eligible standard items that have not been tailored, made-to-measure, customised or personalised, statutory cancellation rights may apply.
Please contact us at info@ilwaadshop.com before returning any item so that we can provide the correct return instructions.
We ask customers to contact us within 3 days of receiving their order where possible.
After notifying us, eligible goods should be returned promptly.
Condition of Returned Items
Eligible returned items should be handled with reasonable care and, where applicable, returned:
- unworn
- unwashed
- unaltered
- free from make-up
- free from perfume or strong scents
- free from deodorant marks
- free from stains or damage
- with original packaging
Where an item has been handled beyond what is reasonably necessary to inspect it, any refund may be reduced to reflect a loss in value where permitted by law.
Return Authorisation
Please do not send a return without first contacting ILWAAD.
Email info@ilwaadshop.com with:
- your full name;
- order number;
- item(s) you wish to return; and
- reason for the return.
We will provide the appropriate return instructions.
Return shipping costs are the responsibility of the customer.
Customers must arrange and pay for the return of any eligible item to ILWAAD. We recommend using a tracked and insured delivery service, as the customer remains responsible for the parcel until it is safely received by us.
Personalised, Tailored & Bespoke Orders
The normal change-of-mind cancellation right does not generally apply to goods that are made to the customer's specifications or clearly personalised. GOV.UK Assets
This may include:
- made-to-measure bridal garments;
- tailored garments;
- custom colours;
- bespoke designs;
- personalised sizing;
- customised lengths or widths;
- garments produced according to measurements supplied by the customer; and
- other individually customised products.
Once an order has been personalised or produced specifically for you, it cannot normally be cancelled or returned simply because you have changed your mind.
Orders Already in Production
If your personalised or bespoke order is already in production, please contact us as soon as possible if you wish to request a cancellation.
If your order is personalised or bespoke and you do not have a legal right to cancel due to a change of mind, any cancellation accepted by ILWAAD will be at our discretion and may be subject to a cancellation charge to cover costs already incurred.
Whether this is possible will depend on how far production has progressed.
Where a voluntary cancellation is accepted, reasonable costs already incurred will be deducted, including:
- fabric or materials already purchased;
- fabric already cut;
- embellishments;
- tailoring;
- commissioned production;
- design work; or
- other irrecoverable costs relating to your order.
Measurements & Tailoring
Where measurements are required, customers are responsible for providing accurate measurements. Our measurement guide will be provided after your order has been placed to help you take and submit the required measurements.
If a garment has been correctly produced according to measurements supplied and accepted by you, ILWAAD cannot be responsible for fit issues caused solely by incorrect measurements provided by the customer.
This does not apply where ILWAAD has failed to follow measurements or specifications that were correctly provided and accepted.
Return Shipping Costs
Unless the item is faulty, incorrect, or we have agreed otherwise, the customer is normally responsible for the cost of returning eligible goods.
We strongly recommend using a tracked and insured postal service, as you remain responsible for the parcel until it reaches us.
Faulty or Incorrect Items
If you believe your item is faulty, incorrect or materially not as described, please contact us as soon as reasonably possible at:
Please include:
- your full name;
- order number;
- description of the issue; and
- clear photographs or video where appropriate.
Personalised or bespoke status does not remove your legal rights if an item is faulty or does not conform to the contract.
Refunds
Where a refund is due, it will normally be returned to the original payment method.
For cancelled distance-sale goods refunds must generally be made within 14 business days of ILWAAD receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.
Once ILWAAD has processed the refund, your bank or payment provider may take additional time to display the funds in your account.
Customs & Import Charges
For international orders, customs duties, import VAT and other local charges are separate from the shipping fee paid to ILWAAD.
Your ILWAAD shipping fee covers delivery from the UK to your destination country. Customs and import charges are determined by the destination country and are not controlled by ILWAAD.
Exchanges
Where an item is personalised, tailored or made-to-measure, exchanges are generally not available for change-of-mind reasons.
For eligible standard items, please contact us before returning the item so that we can confirm the available options.
Contact Us
For all return, cancellation or refund requests, please contact:
Please include your full name and order number so that we can assist you promptly.
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