Terms and Conditions

1. The supplier and the commission

"Bespoke Tailors", "we", "us" and "our" mean the legal company identified as the supplier on the customer's invoice.

The supplier's legal name, address, contact information, commercial registration details and Tax Registration Number are stated on the invoice.

The customer's contract consists of:

1. The invoice.
2. These Terms.
3. The measurements, styling records, fabric references and commission records held by us.
4. Written correspondence relating to the commission.
5. Any additional written terms specifically agreed for that commission.

An order specific written term takes priority where it conflicts with these Terms.

2. Scope

These Terms may apply to:

1. Bespoke and custom garments.
2. Ready to wear garments.
3. Alterations and repairs.
4. Footwear.
5. Eyewear.
6. Accessories.
7. Gift cards.
8. Special order products.
9. Delivery services.
10. Remote commissions and repeat orders.

The precise garment construction, materials, fittings, handwork and services included are determined by the invoice and commission record.

3. Nature of a bespoke commission

A bespoke commission is created for an individual customer using the measurements, style, materials and construction agreed for that commission.

The process may include consultation, measurement, pattern development, cutting, fitting, adjustment and finishing. The number and type of fittings will depend on the garment, construction and customer requirements.

Reference garments, photographs and images are treated as design guidance. Exact duplication is not guaranteed because of differences in body shape, proportions, materials, construction and intellectual property restrictions.

Handwork and natural materials may produce minor variations between garments. Such variations are part of the individual character of the commission where they do not materially affect quality, fit or use.

4. Commission details and approvals

The customer must review the recorded garment, fabric, colour, style, measurements, quantity, price and intended completion date and notify us promptly of any error.

The commission will be produced using the information recorded by us and any measurements or instructions supplied by the customer.

During fittings, we may request approval to proceed to the next production stage. A later request to change an approved design, proportion, fit preference or styling detail may involve additional work, materials and time.

A verbal instruction will only change the commission once it has been accepted and recorded by us.

5. Prices and payment

Prices are stated in UAE dirhams. VAT and any delivery, urgent service or additional charges will be shown on the invoice where applicable.

Our standard payment requirement is 100 percent advance payment.

A different payment schedule applies only where it is expressly stated on the invoice or approved by an authorised manager.

We may pause material commitment, pattern work, cutting, production, delivery or collection until the required payment and information have been received.

6. Cancellation and customer requested changes

A bespoke commission involves materials and work allocated specifically to the customer.

If the customer cancels before fabric or other materials have been ordered, allocated or committed, the amount paid will be refunded.

If cancellation occurs after materials have been ordered, allocated or committed but before cutting begins, we may deduct:

1. Unrecoverable fabric, material and supplier costs.
2. Pattern, consultation and development work already completed.
3. Other reasonable costs directly caused by the cancellation.

Any remaining balance will be refunded.

Once pattern work, cutting or production has materially begun, the commission cannot normally be cancelled for change of mind. The cancellation charge may be up to the full commission value, depending on the materials committed and work completed.

A requested change is subject to technical feasibility and production capacity. Accepted changes may result in an additional charge and revised completion date.

Nothing in this section limits the customer's rights where the commission is defective or has not been performed in accordance with the agreed specifications.

7. Measurements, body changes and fittings

Measurements represent the customer's body at the time they are taken.

The customer must attend the fittings reasonably required for the commission and provide timely feedback and approval.

Reasonable fittings and alterations required to bring the garment into line with the approved measurements, style and fit are included in the commission price.

Additional charges and revised completion dates may apply where work is required because of:

1. A change in weight, body shape or posture after measurement.
2. A missed or significantly delayed fitting.
3. A design or style change after approval.
4. A change in the customer's fit preference during production.
5. Incorrect or incomplete measurements supplied remotely.
6. Alteration or modification by another tailor or third party.

Fit is assessed against the approved design, intended comfort, balance, movement and the customer's measurements. A bespoke garment cannot be assessed solely by comparison with a photograph or with a garment made for another person.

8. Remote and repeat commissions

Where a commission is placed using measurements supplied by the customer or another person, we remain responsible for our workmanship but cannot be responsible for fit problems caused by inaccurate or incomplete measurements.

For repeat commissions, we may use an existing pattern or measurement record. The customer must inform us of any change in weight, body shape, posture, health, wearing preference or intended use.

We may require a new measurement or fitting before proceeding.

9. Fabrics, materials and individual variation

Fabric colours viewed through screens, photographs and electronic messages may differ from the physical material.

Natural cloth, leather, horn, shell, wood and handmade components may show individual variation in shade, grain, weave, markings, texture and finish.

Minor variations in hand stitching, buttonholes, pattern positioning and finishing are not defects where they fall within the standard reasonably expected of a handmade garment and do not materially affect appearance, durability or use.

Different cloth production batches may show minor shade variations.

Where a selected material becomes unavailable, we will contact the customer before using a substitute that materially changes the commission.

10. Customer supplied materials

Customer supplied fabric or materials are accepted subject to our assessment of their suitability.

We cannot guarantee their performance in relation to hidden damage, weakness, shrinkage, colourfastness, distortion, inconsistent width, prior treatment or insufficient quantity.

We remain responsible for the quality of our workmanship.

Because bespoke cutting may require allowances for matching, balance and fitting, we cannot guarantee that a particular quantity of material will remain. Any usable remainder will be returned on request where available.

11. Completion dates and event deadlines

Completion dates depend on fabric availability, construction, fitting attendance, approvals and workshop capacity.

Unless expressly confirmed as a guaranteed date in writing, a completion date is an estimate.

The customer must disclose any wedding, travel date or other fixed event deadline in writing before the commission begins. A fixed deadline is binding only where it has been expressly accepted by us in writing.

Urgent commissions are accepted only where production capacity allows. Any urgent service charge will be stated on the invoice.

A completion date may be extended where a delay results from:

1. A missed or delayed fitting.
2. Delayed customer feedback or approval.
3. A design or fit change requested during production.
4. Late payment.
5. Inaccurate or incomplete information.
6. Material or supplier delay outside our reasonable control.
7. Transport, customs or other circumstances outside our reasonable control.

We will communicate a material delay as soon as reasonably practicable.

12. Collection, delivery and uncollected commissions

Delivery charges and arrangements will be confirmed before delivery.

The customer should inspect and try the garment following completion, collection or delivery and promptly inform us of any concern.

Where a commission is ready for collection, we may send reminders beginning approximately seven days after notification.

If a commission remains uncollected for six months, we may issue a final written notice and transfer the commission to storage. Reasonable storage or handling charges may apply only where the customer has been notified.

Any further action concerning an uncollected commission will be taken only in accordance with applicable law and after appropriate notice.

13. Corrections, remakes and statutory remedies

Where a garment does not conform to the approved measurements, style or construction because of our workmanship, we will correct it without charge.

We will first inspect the garment and determine whether the issue can reasonably be corrected while preserving the quality and integrity of the commission.

Where an appropriate correction is not reasonably possible, the remedy may include a remake, replacement, price adjustment or refund, depending on the circumstances and applicable law.

A free alteration or remake would not normally apply to an issue caused by:

1. A material body change after measurement.
2. Incorrect customer supplied measurements.
3. A later design or fit preference.
4. Failure to attend required fittings.
5. Improper care or accidental damage.
6. A third party alteration, to the extent that it caused the issue.

Nothing in these Terms removes any mandatory consumer right to repair, replacement, correct re-performance, refund or compensation.

14. Ready to wear products and accessories

Eligible ready to wear products and accessories may be exchanged or returned for store credit within 14 days of purchase where:

1. The item is unused, unworn, unaltered and undamaged.
2. Original tags, packaging and accessories are present.
3. Proof of purchase is provided.
4. Footwear has not been worn outdoors and the soles are unmarked.

Change of mind exchanges or store credit do not apply to:

1. Bespoke, custom, altered or personalised items.
2. Special order products.
3. Products made to customer selected specifications.
4. Used or damaged items.
5. Hygiene sensitive products once opened or used.
6. Products identified as final sale before purchase.

These exclusions do not apply where an item is defective, incorrectly supplied or does not conform to the agreed description.

15. Alteration and repair services

Before altering or repairing an existing garment or product, we may record its condition, existing damage and the work requested.

The customer must disclose any known weakness, previous alteration, damage or unusual treatment.

We are not responsible for damage caused by an existing hidden weakness or deterioration that could not reasonably have been identified before work began. We remain responsible for damage caused by our failure to perform the agreed service with reasonable skill and care.

Alteration and repair workmanship is guaranteed for at least 15 days following delivery, or for any longer period required by the nature of the service, an agreed warranty or applicable law.

16. Care and use

The customer must follow the care instructions supplied with the garment or product.

Free correction and warranty obligations do not cover issues caused by normal wear and tear, accidental damage, improper cleaning, pressing or storage, moth or insect damage, material body change or third party alteration, except where an original defect or our workmanship caused the issue.

17. Gift cards

Gift cards are subject to the validity date, participating locations, redemption conditions and exclusions stated on the card or issuing invoice.

A gift card does not reserve a material, product, price or workshop allocation until a commission is accepted.

Gift cards cannot be exchanged for cash except where required by applicable law.

18. Complaints and contact details

Email: manager@bespoke.ae

Telephone: +971 55 315 6004

Please provide the invoice number, customer name, garment or product details and a clear description of the concern.

We will attempt to resolve complaints fairly and promptly. The customer's right to approach the relevant consumer protection authority is not affected.

19. Applicable law and language

These Terms are governed by the laws applicable in the United Arab Emirates.

Any dispute will be subject to the competent courts and authorities having jurisdiction over the supplier and the transaction, without limiting any mandatory consumer right.

These Terms must be published in Arabic. An English version may be provided alongside the Arabic version. If there is an inconsistency, the Arabic version will apply to the extent required by law.

20. Version control

The version applicable to a commission is the version in force on the invoice date, unless a different version is expressly stated on the invoice.

Any later amendment applies only to future commissions and does not retrospectively alter an existing commission.