Terms of service
PHOEBE ATELIER — TERMS OF SERVICE
Welcome to PHOEBE Atelier.
These Terms of Service govern your use of the PHOEBE Atelier website and your purchase of products and services through our website or other official ordering channels.
By accessing our website, placing an order, making a payment, or otherwise engaging our services, you acknowledge that you have read, understood and agreed to these Terms of Service and the applicable policies referenced below.
If you do not agree with these terms, please do not place an order.
1. ABOUT PHOEBE ATELIER
PHOEBE Atelier offers fashion and tailoring services including:
• Ready-to-Wear
• Made-to-Order
• Pre-Order
• Made-to-Measure
• Bespoke / Custom garments
• Bridal and occasionwear
• Accessories and other fashion products
Different product and service types may be subject to different payment, production, return, alteration and refund terms.
Customers purchasing bespoke or made-to-measure garments are also subject to the Bespoke & Made-to-Measure provisions contained in these Terms.
2. WEBSITE & PRODUCT INFORMATION
PHOEBE Atelier makes reasonable efforts to ensure that product descriptions, photographs, measurements, materials, colors and other information displayed on the website are accurate.
However, minor differences may occur due to:
• Lighting
• Photography
• Screen or device settings
• Fabric characteristics
• Natural material variations
• Handcrafted production techniques
• Availability of specific materials
Colors and textures shown on screen may not appear exactly identical to the physical product.
Reference photographs and images are provided for design direction and inspiration and do not guarantee an identical reproduction.
PHOEBE Atelier does not guarantee an exact replica of another designer's garment, photograph, product or reference image.
AI-generated images may be used as design inspiration only and do not constitute a guarantee that an identical design or construction can be produced.
3. PRODUCT TYPES
3.1 Ready-to-Wear
Ready-to-Wear pieces may be produced in limited quantities and selected sizes.
Customers are responsible for selecting the appropriate size based on the measurements and product information provided on the website.
Ready-to-Wear products are subject to the Returns & Refund Policy.
3.2 Made-to-Order
Made-to-Order products are produced specifically after an order has been placed.
Production begins after successful payment confirmation.
Estimated production times are communicated on the relevant product page or at the time of order confirmation.
3.3 Pre-Order
Pre-Order products are produced specifically for confirmed orders.
The estimated production timeline will be communicated on the relevant product page or during order confirmation.
3.4 Bespoke & Made-to-Measure
Bespoke and Made-to-Measure garments are individually developed according to the customer's measurements, design requirements and specifications.
These orders are subject to the Bespoke & Made-to-Measure provisions contained in these Terms and the Returns & Refund Policy.
4. ORDER PLACEMENT & CONFIRMATION
Customers are responsible for reviewing all relevant information before placing an order, including:
• Product description
• Size and measurements
• Fabric and material information
• Color
• Price
• Production timeline
• Shipping information
• Applicable taxes and customs charges
• Applicable return and refund terms
An order is considered confirmed once payment has been successfully received and PHOEBE Atelier has accepted the order.
PHOEBE Atelier reserves the right to decline or cancel an order where:
• The product is unavailable
• A material becomes unavailable
• The order cannot be safely or legally fulfilled
• Incorrect pricing or product information has been displayed
• There are circumstances beyond PHOEBE Atelier's reasonable control
If an order is cancelled by PHOEBE Atelier before production begins, any eligible refund will be handled in accordance with the applicable refund terms.
5. PAYMENT TERMS
Website orders generally require full payment before production or order processing begins, unless otherwise stated on the relevant product page.
For bespoke or made-to-measure orders:
• A 70% deposit is required to confirm the order and begin production.
• The remaining 30% balance is payable upon completion or before shipment, as communicated by PHOEBE Atelier.
The deposit contributes toward materials, pattern development, labor, craftsmanship, production and other costs associated with the individual garment.
All applicable payment terms will be communicated before the order is confirmed.
6. PRICING, TAXES & ADDITIONAL COSTS
Prices are displayed in the currency indicated on the website or quotation.
PHOEBE Atelier reserves the right to correct pricing or product information errors where they occur.
Unless expressly stated otherwise, product prices do not include:
• Import duties
• Customs duties
• VAT or sales taxes
• Brokerage fees
• Customs clearance charges
• Government-imposed fees
• Other destination-country charges
For international orders, these costs are the responsibility of the customer.
Additional costs may also apply where a customer requests:
• Design changes
• Fabric changes
• Major alterations
• Additional fittings
• Rush services where available
• Additional production work
• Special shipping arrangements
7. MEASUREMENTS & SIZE RESPONSIBILITY
Customers are responsible for reviewing and confirming measurements before production.
For Ready-to-Wear purchases, customers are responsible for selecting the appropriate size based on the measurements provided.
For online or self-measured orders, PHOEBE Atelier may provide measurement guidance, but customer-provided measurements cannot be guaranteed to be 100% accurate.
Customers may be asked to repeat or verify measurements where necessary.
Changes in body measurements after an order has been confirmed or production has started do not constitute a manufacturing defect.
Additional alterations resulting from changes in the customer's body measurements may incur additional charges.
8. BESPOKE & MADE-TO-MEASURE ORDERS
Bespoke and Made-to-Measure orders involve individual design development, material sourcing, pattern-making, fitting and garment construction.
The bespoke process may include:
• Initial consultation
• Design development
• Fabric and material selection
• Measurement
• Pattern development
• Mock-up or draping where applicable
• Fitting
• Garment construction
• Alteration
• Final approval
• Shipment or final collection
Customers are responsible for reviewing and approving the agreed design, materials, measurements and specifications before production.
Once production has begun, changes requested by the customer may incur additional costs and may extend the production timeline.
Major changes may be treated as a new design or additional production request.
For full details, please refer to the Bespoke & Made-to-Measure provisions below.
9. BESPOKE & MADE-TO-MEASURE — DESIGN APPROVAL
Before production begins, PHOEBE Atelier may confirm:
• Final design
• Fabric and materials
• Measurements
• Production timeline
• Quotation
• Additional services or costs
• Fitting arrangements
• Shipping arrangements
Customers are responsible for carefully reviewing and approving these details.
Once a design has been approved, requested changes may affect:
• Construction
• Materials
• Production time
• Cost
• Final appearance
PHOEBE Atelier reserves the right to decline changes that are technically or practically incompatible with the current production stage.
10. BESPOKE & MADE-TO-MEASURE — FITTINGS
For clients in Vietnam, physical fitting and alteration support may be available where applicable.
The standard fitting process may include:
• Initial fitting for silhouette and structure
• Adjustment and refinement
• Final fitting
Additional fittings may be subject to an additional service fee.
10A. VIETNAM FITTING — POST-FITTING ALTERATIONS & INTERNATIONAL SHIPMENT
For international clients who travel to Vietnam for an in-person fitting, the following provisions apply in addition to the general Fitting, Alteration, Production Timeline and Shipping provisions contained in these Terms.
10A.1 Garment Approved at Fitting
If the garment is completed and approved by the customer during the fitting, the customer may collect and take the garment out of Vietnam.
The remaining balance must be paid in full before the garment is taken out of Vietnam.
By collecting the garment after approval, the customer confirms that they have reviewed and approved the garment in its current condition.
10A.2 Alterations Required After Fitting
If further alterations are required after the fitting and the customer is unable to remain in Vietnam until the alterations are completed, PHOEBE Atelier may complete the agreed alterations and arrange international shipment to the customer after completion.
Customer-requested alterations may include, but are not limited to:
- Taking the garment in or letting it out
- Shortening or lengthening
- Adjusting proportions
- Adjusting fit or silhouette
- Adding, removing or changing design details
- Other changes requested by the customer after fitting
Additional charges may apply to customer-requested alterations in accordance with the applicable quotation.
Before the garment is shipped internationally, the customer must settle the remaining 30% balance, together with any applicable alteration charges and international shipping charges, unless otherwise agreed in writing.
10A.3 Alterations Resulting From a Confirmed Production Issue
Where an alteration is required due to a confirmed production or workmanship issue attributable to PHOEBE Atelier, the matter will be handled in accordance with the Manufacturing Defects provisions of these Terms.
Where a confirmed production or workmanship issue attributable to PHOEBE Atelier requires correction after the customer has left Vietnam, PHOEBE Atelier will support the cost of standard international shipping for the corrected garment.
If the customer chooses an express shipping service instead of standard shipping, any additional express shipping cost will be the customer's responsibility.
10A.4 Alteration Confirmation When No Further Fitting Is Possible
Where a second physical fitting is not possible because the customer has already left Vietnam, PHOEBE Atelier and the customer will agree on the intended alteration plan before the alteration is carried out.
The agreed alteration plan may include the specific areas to be adjusted, the requested measurements or changes, and other relevant fitting instructions.
After the agreed alterations have been completed, PHOEBE Atelier may provide photographs of the relevant adjusted areas for the customer's review before international shipment where reasonably possible.
The customer is responsible for carefully reviewing and confirming the alteration information before shipment.
PHOEBE Atelier will proceed according to the alteration plan mutually confirmed by both parties.
10A.5 Additional Changes After Confirmation
Once the agreed alteration plan has been confirmed and PHOEBE Atelier has completed the agreed alterations accordingly, any subsequent request for further changes, changes of preference, styling preferences or additional fitting adjustments will be treated as additional alteration work and may incur additional charges.
If further physical alteration is required after the garment has been shipped to the customer, the garment may need to be returned to Vietnam.
In such circumstances, the customer is responsible for the applicable return shipping to Vietnam, shipping back to the customer, and any additional alteration or handling charges, unless the issue is determined to be a confirmed production or workmanship issue attributable to PHOEBE Atelier.
Nothing in this section limits the customer's applicable rights in relation to a confirmed manufacturing defect under these Terms.
10A.6 Customer Confirmation & Responsibility
Customers are responsible for carefully reviewing and confirming:
- Fitting concerns
- Measurements
- Requested alterations
- Design details
- The final alteration plan
before leaving Vietnam or before confirming any post-fitting alteration plan.
PHOEBE Atelier will follow the information mutually confirmed by both parties and will not intentionally perform alterations differently from the confirmed instructions.
Where PHOEBE Atelier has incorrectly performed an alteration compared with the alteration plan that was mutually confirmed, the matter will be reviewed and addressed in accordance with the applicable provisions of these Terms.
10A.7 Client Timeline
Customers travelling to Vietnam for fitting are responsible for planning their travel, wedding, event and personal timeline with sufficient time for fitting, alterations, final confirmation, international shipping and customs clearance.
PHOEBE Atelier will use reasonable efforts to complete agreed alterations within the applicable production timeline; however, PHOEBE Atelier does not guarantee a customer's personal travel, wedding, event or departure deadline unless such deadline has been expressly confirmed in writing.
Customers should not arrange their travel or event schedule based solely on an estimated alteration or delivery date.
10A.8 Third-Party Courier Responsibility
International shipments may be handled by third-party courier services, including but not limited to FedEx, UPS, DHL or other available carriers.
PHOEBE Atelier's responsibility is to prepare the completed garment for shipment, hand the shipment to the relevant courier, and provide available tracking information to the customer.
Once the garment has been handed over to the courier, delivery timing and the transportation process are outside PHOEBE Atelier's direct control.
PHOEBE Atelier is not responsible for delays caused by third-party carriers, customs clearance, import procedures, flight or transportation delays, weather, public holidays, or other circumstances beyond PHOEBE Atelier's reasonable control, subject to applicable law and the other provisions of these Terms.
If the customer requires earlier delivery or wishes to request an expedited delivery arrangement, the customer may contact the relevant courier directly using the tracking information provided.
Any additional fee charged by the courier for an express or special delivery service will be the customer's responsibility unless otherwise agreed in writing.
11. BESPOKE & MADE-TO-MEASURE — ALTERATIONS
Minor technical alterations may be included where applicable as part of the agreed tailoring process.
Customer-requested changes outside the approved design or original specifications may incur additional charges.
These may include:
• Changing neckline
• Changing length
• Changing silhouette
• Changing sleeves
• Changing draping
• Changing fabric
• Adding or removing design elements
• Significant fit changes requested after approval
A customer-requested design change is not considered a manufacturing defect.
12. HANDCRAFTED NATURE & PRODUCT VARIATIONS
Many PHOEBE Atelier garments are partially or fully handcrafted.
Minor variations may occur in:
• Stitching
• Embroidery
• Bead placement
• Embellishment
• Fabric texture
• Hand-finishing
• Decorative positioning
Such variations are inherent to handcrafted production and are not considered defects where they do not affect the structure, intended function or wearability of the garment.
13. PRODUCTION TIMELINES
Indicative production timelines may include:
• Standard designs: approximately 1–2 months
• Eveningwear: approximately 2–3 months
• Bridal / complex garments: approximately 3–6 months
• Website designs: approximately 2–3 weeks where specifically stated
Actual production time may vary depending on:
• Design complexity
• Fabric availability
• Embellishment
• Pattern development
• Fittings
• Alterations
• Customer response time
• Customer-requested changes
• Shipping
• Customs
• Circumstances beyond PHOEBE Atelier's reasonable control
Customers are responsible for allowing sufficient time before weddings, photoshoots, travel, performances or other important events.
PHOEBE Atelier does not guarantee completion by a specific event date unless that date has been expressly confirmed in writing.
PHOEBE Atelier does not generally accept rush orders unless expressly agreed in writing.
14. PRODUCTION UPDATES
Where applicable, PHOEBE Atelier may provide:
• Progress photographs
• Videos
• Status updates
• Fitting schedules
• Final photographs or videos
Production updates are provided to communicate the progress of the garment.
The production process may differ visually from reference photographs as the garment progresses through pattern-making, fitting and construction.
15. FINAL APPROVAL
Where applicable, PHOEBE Atelier may provide final photographs or videos before shipment.
Customers may be asked to review and approve the completed garment before shipment.
Once final approval has been provided, subsequent changes requested due to personal preference, styling preference or change of mind may incur additional charges.
Final approval does not exclude applicable rights relating to confirmed manufacturing defects.
16. FIT & AESTHETIC EXPECTATIONS
The following are generally not considered manufacturing defects:
• Personal fit preferences
• Comfort preferences
• Styling preferences
• Individual perception of proportion
• Body-proportion differences
• Subjective aesthetic expectations
• Minor handcrafted variations
• Minor differences caused by fabric characteristics
Where the garment follows the approved design and confirmed measurements, a difference in personal preference or expectation does not automatically constitute a defect.
PHOEBE Atelier may provide reasonable technical adjustments where applicable.
17. DESIGN CHANGES
Minor adjustments may be included where agreed.
Major design changes may be treated as additional work or a new order.
Additional charges may apply for:
• Fabric changes
• Design changes
• Significant alterations
• Additional materials
• Additional fittings
• Additional production work
Any change requested after design approval may affect the final result and production timeline.
18. INTELLECTUAL PROPERTY
All website content, including but not limited to:
• Brand name
• Logos
• Photographs
• Videos
• Product images
• Original designs
• Sketches
• Written content
• Graphics
• Website materials
is owned by or licensed to PHOEBE Atelier and may not be copied, reproduced, distributed, modified or used commercially without prior written permission.
Custom designs created by PHOEBE Atelier remain subject to PHOEBE Atelier's intellectual property rights unless otherwise agreed in writing.
Customers may not reproduce or commercially manufacture PHOEBE Atelier designs without written authorization.
19. CUSTOMER-SUPPLIED INFORMATION & CONTENT
Customers are responsible for ensuring that information provided to PHOEBE Atelier is accurate and complete.
This may include:
• Name
• Contact information
• Shipping address
• Measurements
• Design requirements
• Reference images
• Event information
• Other information required to fulfill the order
Customers must not provide content that they do not have the right to use.
20. SHIPPING & DELIVERY
PHOEBE Atelier offers domestic and international shipping to destinations supported by our shipping partners.
Shipping times are estimates and are not guaranteed unless expressly confirmed in writing.
Delivery may be affected by:
• Customs clearance
• Carrier operations
• Weather
• Public holidays
• Peak shipping seasons
• Government procedures
• Transportation disruptions
• Force majeure events
• Other circumstances beyond PHOEBE Atelier's reasonable control
Customers are responsible for providing complete and accurate shipping information.
Please refer to the Shipping provisions contained in these Terms for further details.
21. INTERNATIONAL SHIPPING & CUSTOMS
International customers are solely responsible for applicable:
• Import duties
• Customs duties
• VAT or sales taxes
• Brokerage fees
• Customs clearance charges
• Government-imposed fees
• Other destination-country charges
PHOEBE Atelier has no control over these charges and cannot guarantee or estimate their amount.
Customers are responsible for complying with the import regulations of their destination country.
22. SHIPPING ADDRESS
Customers are responsible for providing accurate and complete:
• Name
• Address
• Phone number
• Email address
• Other delivery information required by the carrier
PHOEBE Atelier is not responsible for delays, failed delivery, loss or additional costs resulting from incorrect or incomplete information supplied by the customer.
Additional charges resulting from address corrections, re-delivery or other customer-related issues are the responsibility of the customer.
23. REFUSED, UNCLAIMED OR UNDELIVERABLE SHIPMENTS
If a shipment 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 resulting costs, including:
• Original shipping charges
• Return shipping charges
• Storage fees
• Customs charges
• Administrative fees
Any refund, if applicable, may be reduced by these costs.
24. RISK OF LOSS
Unless otherwise required by applicable law, risk of loss and responsibility for the shipment transfer to the customer upon delivery of the shipment to the designated carrier.
PHOEBE Atelier is not responsible for delays, losses, theft, damage or delivery failures occurring after the shipment has been transferred to the carrier.
PHOEBE Atelier may, at its discretion, assist the customer in communicating with the carrier.
Such assistance does not constitute an admission of liability.
25. EVENT & OCCASION DISCLAIMER
Customers are responsible for placing orders sufficiently in advance of:
• Weddings
• Engagements
• Photoshoots
• Performances
• Travel
• Formal events
• Other special occasions
PHOEBE Atelier does not guarantee delivery by a specific event date unless expressly confirmed in writing.
PHOEBE Atelier shall not be responsible for:
• Missed events
• Travel expenses
• Accommodation expenses
• Photography expenses
• Venue expenses
• Other indirect or consequential costs
arising from production, shipping, customs or carrier delays beyond PHOEBE Atelier's reasonable control.
26. FORCE MAJEURE
PHOEBE Atelier shall not be liable for delays, failures or interruptions caused by circumstances beyond its reasonable control, including:
• Natural disasters
• Floods
• Earthquakes
• Pandemics
• Epidemics
• Government actions
• Customs inspections
• Transportation disruptions
• Labor strikes
• War
• Civil unrest
• Carrier service interruptions
• Utility failures
• Other force majeure events
27. 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, fitting, communication and shipping records when responding to a dispute.
28. THIRD-PARTY ALTERATIONS & REPAIRS
Any alteration, repair, modification or tailoring 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 obtain written approval before arranging third-party repairs if they wish to preserve applicable warranty coverage.
29. MANUFACTURING DEFECTS
If a customer believes that a garment contains a manufacturing or workmanship defect, the customer should contact PHOEBE Atelier and provide clear photographs and/or videos of the issue.
PHOEBE Atelier may request additional information, measurements or physical inspection before determining whether a defect exists.
Where a manufacturing defect is confirmed, PHOEBE Atelier may provide an appropriate remedy, which may include:
• Repair
• 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 result in a refund.
Please refer to the Returns & Refund Policy for further information.
30. LIMITATION OF LIABILITY
To the fullest extent permitted by applicable law, PHOEBE Atelier shall not be liable for indirect, incidental, consequential, special, exemplary or punitive damages arising from:
• Product use
• Shipping
• Delivery delays
• Customs procedures
• Carrier-related issues
• Missed events
• Travel
• Accommodation
• Third-party services
• Other circumstances beyond PHOEBE Atelier's reasonable control
Nothing in these Terms excludes liability that cannot legally be excluded or limited under applicable law.
31. GOVERNING LAW
These Terms shall be interpreted in accordance with the laws applicable to PHOEBE Atelier's business and the transaction, subject to any mandatory consumer protection laws that may apply to the customer.
Any dispute should first be brought directly to PHOEBE Atelier for good-faith resolution.
32. POLICY UPDATES
PHOEBE Atelier may update these Terms from time to time.
The version applicable to an order will generally be the version in effect when the order is confirmed, subject to applicable law.
33. ORDER HOLDING, PAYMENT DEADLINES & COLLECTION
PHOEBE Atelier may hold a confirmed order or completed garment for the customer for a limited period only.
33.1 Orders Awaiting Payment or Remaining Balance
Unless otherwise agreed in writing, customers must complete any outstanding payment within 7 calendar days from the date payment is requested or the order is confirmed.
PHOEBE Atelier will hold the relevant product or garment for a maximum of 7 calendar days while awaiting payment.
If the required payment is not received within this period:
• PHOEBE Atelier reserves the right to cancel the order without further notice.
• Any deposit or amount already paid may be retained by PHOEBE Atelier in accordance with the applicable payment and refund terms.
• The customer will no longer have the right to claim the reserved product or garment.
• PHOEBE Atelier may release, resell, repurpose, modify, display, use or otherwise allocate the product or garment for other business purposes without further notice or compensation to the customer.
Customers are responsible for ensuring that payment is completed within the applicable deadline.
33.2 Fully Paid Orders
Once an order has been fully paid, PHOEBE Atelier will hold the completed product for a maximum of 30 calendar days unless a different holding period has been expressly agreed in writing.
Customers are responsible for arranging collection or accepting delivery within this period.
If the customer does not collect or accept the product within 30 calendar days:
• PHOEBE Atelier reserves the right to cancel the order.
• All amounts paid may be retained by PHOEBE Atelier.
• The customer will no longer have the right to claim the product.
• PHOEBE Atelier may release, resell, repurpose, modify, display, use or otherwise allocate the product for other business purposes without further notice or compensation to the customer.
Any additional storage, handling, delivery, redelivery or other costs caused by the customer's failure to collect or accept the product may be charged to the customer where applicable.
33.3 Extensions
Any extension to the applicable 7-day payment period or 30-day holding period must be expressly agreed in writing by PHOEBE Atelier.
An extension is not automatic and should not be assumed unless confirmed by PHOEBE Atelier.
33.4 Customer Responsibility
Customers are responsible for monitoring payment deadlines, collection arrangements and delivery arrangements.
PHOEBE Atelier is not required to continue holding a product beyond the applicable holding period unless an extension has been expressly confirmed in writing.
34. ACCEPTANCE OF TERMS
By accessing the website, placing an order, making a payment or engaging PHOEBE Atelier's services, the customer acknowledges that they have read, understood and agreed to these Terms of Service and the applicable Returns & Refund Policy and Privacy Policy.
For bespoke and made-to-measure orders, payment of the required deposit also constitutes acceptance of the applicable bespoke terms.