Bespoke & Made-to-Measure Policy

Please read carefully before placing your order.

The Bespoke Journey

1. Consultation: we discuss your vision, event, style, silhouette and budget.
2. Design & fabric selection: we recommend fabrics, provide swatches, sketch designs and refine the details.
3. Measurement: in-person or online measurement with our tailor to ensure the best fit.
4. Order confirmation: final design, fabric, measurements, timeline and quotation are confirmed.
5. Deposit & production: a 70% deposit is required to start production.
6. Production updates: we keep you updated with progress photos and fitting schedules.
7. Fittings: 2 complimentary fittings included (additional fitting: 20 USD per session).
8. Final confirmation & delivery: final photos/videos and measurements will be provided before delivery.

Payment Terms

• 70% deposit to confirm the order and begin production.
• 30% remaining balance before completion or shipment.
• The deposit covers materials, pattern making, labor and all production costs.

Cancellation & Refund Policy

All bespoke and made-to-measure orders are final sale and non-refundable.

• Deposits are non-refundable.
• Payments made are non-refundable.
• Orders cannot be cancelled once confirmed.
• Changes in measurements, event plans, preferences or design after confirmation do not entitle a refund.
• This policy applies at any stage of production.

This policy does not affect any rights that cannot be excluded under applicable law.

Fittings

Vietnam

• 2 complimentary fittings: fitting 1, silhouette and structure check; fitting 2, post-adjustment fitting.
• Additional fitting: 20 USD per session.

International

• Guided online fitting support is available.
• Physical fitting and alteration support is provided in Vietnam only.
• International clients are responsible for two-way shipping and all related fees if sending the garment to Vietnam.

Alterations

Vietnam clients: fitting and alteration support is available in Vietnam.

International clients: if you wish to send the garment to PHOEBE Atelier in Vietnam for alteration or fitting, you are responsible for two-way shipping costs as well as any customs duties, taxes and related fees. PHOEBE Atelier does not cover international shipping for alteration services. Minor technical alterations are included where applicable. Major changes or design modifications may incur additional costs.

Important Notes

• Handcrafted nature may result in slight variations.
• Color and texture may vary due to lighting, screen or fabric characteristics.
• Reference images are for inspiration only. No exact replicas.
• AI-generated references are not accepted.
• Production timeline varies depending on design complexity and materials.
• Please place your order in advance for important events.

Final Approval

Final photos/videos will be sent for your approval before shipment. Once approved, PHOEBE Atelier is not responsible for differences in expectation, personal preference or subjective aesthetic perception. This does not affect your rights in case of manufacturing defects as outlined in our warranty policy.

Singapore Service: Home Fitting Package

• Online consultation.
• Online check-ups during production.
• Measurements taken online or provided by your local tailor.
• Dress pricing based on design.
• Fitting session: 250 SGD per session, with PHOEBE staff.
• Final delivery (if applicable): 70 USD.
• Wedding gift: a PHOEBE custom sketch and a silk pillow set.

By placing a deposit or confirming your order, you acknowledge that you have read, understood and accepted this Bespoke & Made-to-Measure Policy.

Contact

Email: thephoebevietnam@gmail.com

WhatsApp: +84 966 987 402

Response time: Monday to Saturday, 9:00 AM to 6:00 PM (GMT+7)