Refund policy
PHOEBE ATELIER — RETURNS & REFUND POLICY
At PHOEBE Atelier, many of our garments are produced specifically for individual customers. Because of the made-to-order, made-to-measure and bespoke nature of our work, different products are subject to different return and refund terms.
Please review this policy carefully before placing an order.
By placing an order, you acknowledge and accept the applicable terms below.
1. READY-TO-WEAR
Ready-to-Wear products are produced in limited quantities and selected sizes.
Unless a product page expressly states otherwise:
• International Ready-to-Wear orders are final sale.
• No returns.
• No exchanges.
• No refunds.
• No remakes.
Customers are responsible for selecting the appropriate size based on the measurements and product information provided.
Differences in personal fit preference, body proportions, comfort expectations or styling preferences are not considered manufacturing defects.
Delivery-only Ready-to-Wear orders do not include fitting or alteration services unless expressly stated.
If a particular product is expressly identified as eligible for return or exchange, the specific terms stated on that product page will apply.
2. MADE-TO-ORDER & PRE-ORDER
Made-to-Order and Pre-Order products are produced specifically after an order is confirmed.
Unless expressly stated otherwise:
• Orders are final sale.
• Returns are not accepted.
• Exchanges are not accepted.
• Refunds are not provided for change of mind.
• Orders cannot be cancelled once production has commenced.
• Payments made toward confirmed production are non-refundable once production has commenced.
Customer-requested changes after order confirmation may incur additional costs and do not create a right to a refund.
3. BESPOKE & MADE-TO-MEASURE
All Bespoke and Made-to-Measure orders are:
• Final sale.
• Non-refundable.
• Non-returnable.
• Non-exchangeable.
Because each garment is individually developed and produced for the customer, cancellation does not create a right to a refund.
The following do not create a right to a refund:
• Change of mind.
• Change of event plans.
• Change of wedding or event date.
• Change in body measurements.
• Weight gain or weight loss.
• Change of preferred size.
• Change of preferred fit.
• Change of styling preference.
• Change of color preference after approval.
• Change of fabric preference after approval.
• Change of design preference after approval.
• Subjective dissatisfaction with the appearance of the garment.
• Personal comfort preferences.
• Personal aesthetic expectations.
This applies regardless of the production stage reached at the time of cancellation.
4. BESPOKE DEPOSITS
For bespoke and made-to-measure orders, a 70% deposit is required to confirm the order and begin production.
The deposit is non-refundable once the order has been confirmed.
The deposit contributes toward costs including:
• Materials
• Fabric sourcing
• Pattern development
• Design development
• Labor
• Artisan work
• Production
• Custom development
• Other costs incurred in creating the individual garment
The remaining 30% balance is payable upon completion or before shipment, as communicated by PHOEBE Atelier.
5. CANCELLATION
Once a bespoke or made-to-measure order has been confirmed, cancellation by the customer does not create a right to a refund.
This includes cancellation due to:
• Change of mind.
• Change of event.
• Change of schedule.
• Change of measurements.
• Change of design preference.
• Change of personal circumstances.
If a customer refuses to accept or receive a completed custom garment, the order remains non-refundable.
6. DESIGN CHANGES
Design changes requested after confirmation or approval do not create a right to a refund.
Depending on the production stage, requested changes may:
• Incur additional costs.
• Require additional materials.
• Extend production time.
• Require additional fittings.
• Require reconstruction or remake of part of the garment.
Major design changes may be treated as a new order or additional production request.
7. FITTING & ALTERATION
A request for additional alteration does not create a right to a refund.
Where applicable, PHOEBE Atelier may provide reasonable technical adjustments as part of the tailoring process.
Additional or customer-requested alterations may incur additional fees.
For international customers, physical alteration or fitting in Vietnam requires the customer to arrange and pay for shipping to PHOEBE Atelier and return shipping back to the customer.
The customer is also responsible for applicable customs duties, taxes, brokerage fees and other related charges.
8. MANUFACTURING DEFECTS
A manufacturing defect is different from personal preference, fit preference or subjective aesthetic dissatisfaction.
If a customer believes an item contains a manufacturing or workmanship defect, they should contact PHOEBE Atelier and provide clear photographs and/or videos as soon as reasonably possible.
PHOEBE Atelier may request:
• Order information.
• Photographs.
• Videos.
• Measurements.
• Shipping information.
• Physical inspection of the garment.
PHOEBE Atelier will determine whether the issue constitutes a manufacturing defect.
9. REMEDIES FOR CONFIRMED MANUFACTURING DEFECTS
Where a manufacturing defect is confirmed, PHOEBE Atelier may, at its discretion, provide an appropriate remedy including:
• Repair.
• Alteration.
• Reinforcement.
• Reattachment of embellishments.
• Replacement of defective components.
• Replacement of the garment where appropriate.
• Another reasonable corrective solution.
A confirmed manufacturing defect does not automatically entitle the customer to a refund.
The appropriate remedy will depend on the nature and severity of the issue and the circumstances of the order.
10. WHAT IS NOT CONSIDERED A DEFECT
The following are generally not considered manufacturing defects:
• Personal preference regarding fit.
• Personal preference regarding comfort.
• Styling preference.
• Subjective aesthetic expectations.
• Differences in body proportions.
• Changes in body measurements after production.
• Minor variations in handmade work.
• Minor variations in embroidery or embellishment.
• Minor fabric texture variations.
• Color differences caused by lighting or screen settings.
• Natural characteristics of fabrics or materials.
• Differences from reference images where the approved design has been followed.
• Changes resulting from customer-requested modifications.
11. THIRD-PARTY ALTERATIONS
Any alteration, repair or modification performed by a third party without prior written approval from PHOEBE Atelier may affect or void warranty coverage for the affected portion of the garment.
Customers should contact PHOEBE Atelier before arranging third-party alterations or repairs if they wish to preserve applicable warranty coverage.
12. DAMAGED ITEMS
If an item arrives visibly damaged, customers should contact PHOEBE Atelier as soon as reasonably possible and provide:
• Photographs of the product.
• Photographs of the packaging.
• Photographs of the shipping label.
• A description of the damage.
• Order information.
PHOEBE Atelier may investigate the issue with the relevant carrier or shipping partner.
13. SHIPPING & CUSTOMS COSTS
Unless expressly agreed otherwise, shipping costs, customs duties, taxes, brokerage fees and other international charges are not refundable.
For international alteration, repair, inspection or warranty services, customers are responsible for shipping costs in both directions and all applicable customs-related charges.
14. REFUSED OR UNCLAIMED SHIPMENTS
If an order is refused, abandoned, unclaimed or returned due to customer-related reasons, including:
• Refusal to pay customs duties or taxes.
• Failure to accept delivery.
• Incorrect shipping information.
• Failure to respond to carrier requests.
the customer is responsible for all resulting costs.
If a refund is otherwise approved, such costs may be deducted from the refundable amount.
15. REFUND PROCESSING
Where a refund is expressly approved under this policy, the refund will generally be issued to the original payment method.
Processing times may vary depending on the payment provider, bank or financial institution.
PHOEBE Atelier is not responsible for delays caused by third-party payment processors or financial institutions.
16. CHARGEBACKS & PAYMENT DISPUTES
Customers agree to contact PHOEBE Atelier directly and provide a reasonable opportunity to investigate and resolve any concern before initiating:
• Chargebacks.
• PayPal claims.
• Credit card disputes.
• Payment processor disputes.
• Financial institution claims.
PHOEBE Atelier may provide relevant order, payment, production, communication and shipping records when responding to a dispute.
17. UNPAID ORDERS & UNCOLLECTED PRODUCTS
17.1 Outstanding Payments
Any outstanding payment must be completed within 7 calendar days from the date payment is requested or the order is confirmed, unless otherwise agreed in writing.
PHOEBE Atelier will hold the relevant product or garment for a maximum of 7 calendar days while awaiting payment.
If payment is not completed within this period, PHOEBE Atelier may cancel the order.
Any deposit or amount already paid may be retained in accordance with the applicable terms.
Once the order has been cancelled due to non-payment, the customer has no right to claim the reserved product or garment.
PHOEBE Atelier may subsequently resell, repurpose, modify, display, use or otherwise allocate the product or garment for other business purposes without further notice or compensation to the customer.
17.2 Fully Paid but Uncollected Orders
For fully paid orders, PHOEBE Atelier will hold the completed product for a maximum of 30 calendar days unless otherwise agreed in writing.
Customers must collect the product or accept delivery within this period.
If the customer fails to collect or accept the product within 30 calendar days, PHOEBE Atelier reserves the right to cancel the order.
In such circumstances:
• Amounts already paid may be retained by PHOEBE Atelier.
• No refund will be provided.
• The customer loses the right to claim the product.
• PHOEBE Atelier may resell, repurpose, modify, display, use or otherwise allocate the product for other business purposes without further notice or compensation to the customer.
Additional storage, handling, redelivery or other costs resulting from the customer's failure to collect or accept the order may also be charged to the customer where applicable.
17.3 Extensions
Any extension beyond the applicable 7-day or 30-day period must be expressly agreed in writing by PHOEBE Atelier.
18. FINAL SALE
Unless expressly stated otherwise on the relevant product page:
• International Ready-to-Wear orders are final sale.
• Made-to-Order orders are final sale.
• Pre-Order orders are final sale.
• Bespoke orders are final sale.
• Made-to-Measure orders are final sale.
Nothing in this policy excludes or limits any rights that cannot legally be excluded under applicable law.