Custom-Made Order Acknowledgement

Before You Place This Order

This is a custom-made order. Your item is produced for you — to the fabric, garment type, measurements, fit preference, style, and personalisation you selected. Because each piece is made to your specification, please take a moment to check your choices before you confirm. This short acknowledgement explains how custom-made orders work and, importantly, how you stay protected. It supplements — and does not replace — our Returns & Refunds Policy and Terms of Service, which contain the full detail.

You Are Always Protected

Custom-made does not mean unprotected. You are covered, and may be owed a refund, remake, replacement, repair, or price reduction, if any of the following happens:

• Your order never arrives, or is lost in transit.
• It arrives damaged.
• It is materially different from the order you confirmed — for example the wrong fabric, the wrong garment, or missing a customisation you paid for.
• It has a genuine, verified production defect or is otherwise not of satisfactory quality, not as described, or not fit for purpose.
• The package is empty, or contains the wrong or an unrelated item.

What Custom-Made Means for Change-of-Mind

Standard 14-day change-of-mind returns do not apply to made-to-order items once the seller has begun production. Under regulation 28(1)(b) of the Consumer Contracts Regulations 2013 (and Article 16(c) of Directive 2011/83/EU), goods made to your specification or clearly personalised are excluded from the usual cancellation right. In plain terms, once work has started you generally cannot cancel or return a custom item simply because you changed your mind, picked the wrong size, colour, fabric, or fit, the colour looks different in person, you chose the wrong saved body profile, the measurements you gave were inaccurate, or you found it cheaper elsewhere. This is why a careful check now matters. See the Returns & Refunds Policy (Section 3 for made-to-order garments, Section 5 for fabric cut to a length you specify) for the complete rules.

Quick Things to Check Now

A 30-second review prevents most disappointments:

• The right body profile, measurements, and fit preference are selected — especially if you are ordering for a family member.
• Your fabric, colour, garment type, and any customisations (lining, buttons, collar, length, monogram, embroidery) match what you want.
• Your delivery address and contact details are correct.
• You have read the seller's listing, production time, and any order notes.

Natural and Handmade Variation

Custom and hand-finished pieces carry small, normal variations — slight colour differences between screen and fabric, natural-fibre texture, and minor handmade tolerances. These are not defects. A material difference from the order you confirmed is a different matter and is covered above. The Returns & Refunds Policy (Section 13) sets out the accepted tolerances in full.

After Delivery — a 48-Hour Helping Hand, Not a Deadline

When your order arrives, please inspect it promptly. We ask you to report any delivery issue — damage, the wrong item, an empty package, or something materially not as ordered — within 48 hours of confirmed delivery. For higher-value orders, a short unboxing video is the easiest way to support a claim. Reporting quickly is the fastest route to a resolution and lets us keep your payment held while we review. It is not a deadline for your legal rights, and it is not the moment your payment is released. Your legal rights for goods that are faulty, not as described, or never delivered — including the short-term right to reject, the right to a repair or replacement, and the longer limitation periods under the Consumer Rights Act 2015 — continue to apply in full and cannot be waived, whether or not you report within 48 hours.

How Issues Are Resolved

TerzyApp is a marketplace that connects you with independent tailors and fabric sellers; the sale contract is between you and that seller, who is responsible for funding any refund, remake, or replacement. We help by holding your payment and by reviewing the evidence fairly if something goes wrong. Your payment is held after checkout and is not paid out while your order is being made and delivered. After delivery is confirmed it becomes eligible for release to the seller once a review period has passed, and it is released only after a TerzyApp review — never automatically. Where you have reported a problem, the funds stay held while we look into it. The timings and full mechanics are in our Payment Protection Policy. If there is a problem, message the seller first through in-app chat. If you and the seller cannot resolve it between you, contact TerzyApp Support from the order and we will step in, review what both of you provide, and decide on the balance of the evidence, then administer the outcome — a refund, a partial refund, or release of the payment to the seller. For custom garments, a free alteration by the original tailor or a remake is often the quickest fix; a full refund is reserved for serious issues such as non-delivery, the wrong item, severe damage, or an unfixable material mismatch. The full process is in the Returns & Refunds Policy (Sections 7 and 8) and Terms of Service (Section 9).

Your Acknowledgement

By placing this order, I confirm that I have reviewed my fabric, garment, measurements, fit, customisation, and delivery details; that I understand this is a custom-made item which cannot be cancelled or returned for a change of mind once production has begun; and that I understand this does not affect my legal rights if my order is not delivered, arrives damaged, is materially different from what I confirmed, or has a verified defect.