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Worldwide delivery
Worldwide delivery
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Policies
Most of this page is about being clear on one distinction: a garment we cut for you is not the same as a garment we cut for stock, and it cannot be treated the same way.
To request a return, tell us promptly after delivery, and no later than the return window shown in your order confirmation and emails. Send nothing back before we have replied — an unauthorised parcel can be refused by the courier and we cannot match it to an order.
| What you bought | Outcome | Condition |
|---|---|---|
| Standard stitched | Returnable | Unworn, unwashed, unaltered, with all tags attached and in its original packaging. A garment that has been worn to an event is not returnable. |
| Unstitched | Returnable while uncut | The fabric must be uncut, unwashed and untreated, in the packaging it arrived in. Once a length has been cut — even a swatch — it cannot be returned, because it cannot be resold. |
| Custom stitched | Not returnable for fit | Made to the measurements you submitted, for you. It cannot be returned, exchanged or refunded because the fit is not what you expected. Faults and our own errors are always covered. |
| Any item that is faulty, damaged or not what you ordered | Always covered | Including a made-to-measure piece cut to numbers other than the ones you submitted. We repair, replace or refund, and we pay the return postage. |
A custom-stitched garment is cut from full-width cloth to one person’s measurements. There is no way to return it to stock, no second customer it will fit, and no way to add back the fabric that was cut away. That is why the measurement form validates every number, why we query anything that looks inconsistent before we cut, and why we would always rather answer a question first.
In many countries this is also the legal position: goods made to a consumer’s own specification are commonly excluded from statutory cooling-off rights. Nothing on this page removes any right you do have under the consumer law that applies to you.
An unstitched set is sold as complete lengths of embroidered cloth. Once a length has been cut, washed or treated it can no longer be sold as the product it was. Check the colour, the embroidery and the yardage against the product page before your tailor picks up the scissors.
These are never your problem, whichever stitching option you chose. Contact us within the window above with your order number and photographs showing the issue — and the outer packaging as well, if the parcel arrived damaged.
We repair, replace or refund — your choice where a repair is not practical — and we cover the return postage.
Small irregularities in hand-worked embroidery, and slight colour variation between a screen and cloth, are characteristics of the craft rather than faults. We describe both openly on every product page.
You do, when the return is a change of mind. We do, when the item is faulty, damaged, or not what you ordered. Import duties or taxes you paid on the original delivery are refunded by your customs authority, not by us — they publish the process for reclaiming them.
Refunds are issued to the original payment method once the returned item has arrived and been inspected. We cannot refund to a different card or account: the payment provider only allows a refund back along the path the money came.
How quickly the money appears on your statement after we issue it is up to your bank or card issuer. Where the return is our fault, the original delivery charge is refunded too; on a change-of-mind return it is not.
We can exchange a standard stitched garment for a different standard size while that size is still available. Custom-stitched pieces cannot be exchanged, because a second garment would have to be cut from scratch.
Contact us as soon as possible with your order number. While an order is still awaiting production we can usually cancel it in full. Once a made-to-measure piece has been cut, the cloth is committed and the order can no longer be cancelled.
This policy is offered by Premium Pakistani Dresses. Support hours are Monday to Saturday, 10:00–18:00 PKT. It does not affect any statutory right you have under the consumer law of your own country.