Refund policy
RETURNS & REFUNDS
Every outfit is handcrafted with care, specifically for you. Because of the bespoke nature of our work, we want to be completely transparent about what to expect — from the moment you order to the moment your outfit arrives. The policies below exist to protect both you and the skilled artisans who bring your outfit to life.
HOW YOUR ORDER IS MADE
We pre-produce our designs and hold them unstitched, ready to be completed to your specifications. This is what allows us to deliver luxury hand-embroidered pieces in days rather than months.
• Standard Sizes (S/M/L): Your outfit is finished to our standard measurements, with a 4–5 inch alteration margin built in for local adjustments.
• Custom Sizes: Your outfit is produced to your exact measurements (approximately 4–6 weeks).
• Custom Colours: Your outfit is dyed and produced in your chosen colour (approximately 4–6 weeks).
• Fully Custom & Bespoke Orders: If you have requested a bespoke design, a replica of a designer piece, a design produced from a reference image, or significant modifications (e.g. combining elements from multiple outfits, custom embroidery, or a new design we have not previously made), your outfit is created entirely from scratch. Production is approximately 4–8 weeks depending on complexity. Please read "The Nature of Bespoke & Custom Work" below carefully.
• Final Finishing: Every outfit receives final stitching, pressing, and quality checks before dispatch.
THE NATURE OF BESPOKE & CUSTOM WORK
When you commission a custom piece — particularly one based on a reference image, a designer-inspired replica, or a design we have not produced before — you are commissioning a handcrafted interpretation, not a factory-replicated copy.
Every garment is made by hand by skilled artisans. The way a finished outfit drapes, falls, and sits on the body is shaped by the fabric used, the weight and density of the embroidery, the construction, and your individual body shape and posture. As a result:
• The finished piece may differ in fit, drape, or silhouette from how a garment appears in a reference image, on a different body, or in professionally styled and edited photography.
• Where you have asked us to recreate a design from an image, we cannot guarantee an identical result. The original may use different fabrics or techniques, or may have been digitally enhanced. We reproduce it to the best of our skill and judgement.
• For designs we are producing for the first time, the outcome is by its nature a first interpretation. Some variation between expectation and result is inherent to bespoke work.
By placing a custom or bespoke order, you acknowledge and accept these risks. Variation of this kind is a normal feature of handcrafted, made-to-order clothing — it does not constitute a fault or defect, and is not grounds for a return, refund, or remake. This does not affect your right to a remedy where an item is genuinely faulty, materially not as described, or not made to your confirmed specifications (see "When We'll Gladly Accept a Return").
YOUR MEASUREMENTS ARE YOUR RESPONSIBILITY
Getting your fit right starts with the information you give us. Please read this section carefully — it is one of the most common sources of avoidable disappointment.
THE GOLDEN RULE: The size and measurements submitted with your order are the only specifications we accept as final. This is exactly what our production team works to. Nothing else overrides it.
• It is your responsibility to provide complete, accurate measurements (or to select the correct standard size) using the measurements box on the product page, or the order notes / special instructions field at checkout.
• Conversations are not instructions. If you discuss a change with us by live chat, WhatsApp, email, or phone — for example, asking whether a piece can be made to a particular length — that conversation does not form part of your order unless you enter the agreed detail into the measurements box or order notes when you place the order. If you then check out by selecting a standard size, or without entering the discussed measurement, we will produce to the size and information submitted with the order, not to the earlier conversation.
• We are unable to honour requirements that were not captured in your order. If a specific measurement, length, or modification matters to you, it must appear in your order.
• Please measure carefully (or have someone measure for you) against our Size Guide. We cannot accept returns for fit issues arising from inaccurate measurements you have supplied, or from body changes after measuring.
Children's pieces: the age or size selected at the time of ordering is treated as your final specification in exactly the same way.
COLOUR, FABRIC & IMAGE VARIATION
What you see on screen is a guide, not an exact reproduction.
• Product photographs are taken under studio lighting and styling. A fabric's colour, sheen, and texture can appear differently depending on your screen, device settings, and lighting.
• Natural variation exists between dye lots, embroidery threads, and handcrafted finishes. Two pieces of the same design may differ very slightly — this is a hallmark of handmade luxury, not a fault.
• Some variance between the website image and your finished outfit is to be expected, and is not grounds for a return or refund.
WANT CERTAINTY? Order a Swatch Pack before you order your outfit. If an exact colour or fabric match matters to you, request our Swatch Pack first. For a small, non-refundable fee we will send physical fabric and colour swatches so you can see and feel them in hand before we begin production. Ordering without requesting a swatch pack means you accept that minor colour and fabric variation may occur.
MAKING CHANGES TO YOUR ORDER (24-HOUR WINDOW)
You have 24 hours from placing your order to request changes to your size, colour, or style selections (e.g. trouser type, sleeve length, neckline).
After 24 hours, your order passes to our production team and work begins immediately. Once production has started, we cannot accommodate changes, as materials will have been cut and work commenced specifically for your order. After 24 hours: no changes, no exceptions.
All orders are non-cancellable once placed. By completing your purchase, you are committing to the order.
To request a change, contact us within 24 hours quoting your order number: hello@ainnlondon.com or WhatsApp +44 7447 196992.
VIDEO APPROVAL BEFORE DISPATCH
Before shipping, upon request we can offer a video of your completed outfit showing design details, colour, and measurements. This is your opportunity to confirm everything is as expected. The video must be requested in advance to ensure it is captured and shared with enough time to avoid shipping delays.
Important: once you approve the video (or do not respond within 24 hours of receiving it), this constitutes acceptance of the outfit's quality, colour, design, and measurements. Any issues must be raised before dispatch. If no video is requested, dispatch proceeds based on our internal quality checks, and by not requesting a video you accept the outfit as produced.
WHEN WE'LL GLADLY ACCEPT A RETURN
We stand behind the quality of our work. We accept returns for the following reasons only:
• Manufacturing defects — fabric faults not visible in product images, incorrect embellishment application, or damaged zips, buttons, or closures present on arrival.
• Wrong item shipped — wrong design, wrong colour (different from your confirmed order), or wrong size category sent.
• Does not match confirmed specifications — item does not match your confirmed measurements (allowing a 2-inch tolerance), is missing design elements clearly shown in the product description, or is significantly different in colour from the approved video.
WHEN RETURNS CANNOT BE ACCEPTED
The following are final sale and cannot be returned, exchanged, or refunded:
• Change of mind — you decide you don't like the design, colour, or style after receiving it; you find a different outfit you prefer; or your event is cancelled or its date changes.
• Bespoke fit, drape or silhouette variation — the finished piece differs in fit or how it sits from a reference image or your expectation, within the normal nature of handcrafted, made-to-order work (see "The Nature of Bespoke & Custom Work").
• Sizing issues caused by incorrect or uncaptured information — measurements you supplied that were inaccurate; weight or body changes after measuring; requirements discussed in conversation but not entered into your order; or a preference for a different fit after seeing the item in person (see "Your Measurements Are Your Responsibility").
• Colour or fabric variation within normal tolerance — minor differences between your screen and the actual fabric, or between dye lots, where no Swatch Pack was requested (see "Colour, Fabric & Image Variation").
• Custom colour orders — items produced in your requested custom colour, as they are made exclusively for you and cannot be resold.
• Custom style orders — items produced in a customer-requested style differing from the original design (e.g. different trouser type, neckline, or sleeve style).
• Fully custom & bespoke orders — replicas, bespoke designs, and significantly modified pieces cannot be cancelled or returned for change of mind, fit preference, or interpretation. This does not affect your right to a remedy if the item is genuinely faulty or materially not as described.
• Late amendment requests — changes requested after the 24-hour amendment window, where production has already commenced.
• Orders placed by telephone or WhatsApp — when ordering this way rather than through our website, it is your responsibility to confirm all product details (dupatta type, colour, style, and any upgrades). Our website displays all options and specifications clearly. We cannot accept returns based on information not verified at the time of ordering.
• Items worn to events — any evidence of wear, alteration, perfume, makeup, or deodorant marks voids return eligibility.
• Items reported after the inspection window — see the Reporting Timeline below.
DELAYS CAUSED BY EVENTS BEYOND OUR CONTROL
Delivery timescales may be affected by circumstances outside our control, including but not limited to: natural disasters, extreme weather, pandemics, global economic disruption, geopolitical events, conflicts, government sanctions or trade restrictions, customs delays, carrier disruptions or reduced operating hours, national or religious holidays (including Ramadan and Eid periods), and industrial action.
Where such events cause delays, we will keep you informed and work to minimise the impact. However, no refunds, cancellations, or compensation will be issued for late deliveries resulting from events beyond our reasonable control. Our estimated delivery dates are provided in good faith but are not guaranteed.
ESTIMATED DELIVERY DATES
All delivery dates shown on our website, in order confirmations, and in customer communications are estimates only and are not contractually binding. While we make every effort to meet the timescales provided, production and shipping variables mean these dates cannot be guaranteed.
Factors that may affect delivery include production complexity, custom sizing or colour requests, carrier schedules, customs processing, and seasonal demand. A delay in delivery does not, on its own, entitle you to a refund or cancellation where the order is otherwise as described.
REPORTING A PROBLEM (24-HOUR WINDOW)
If you receive your outfit and something isn't right, you must report it within 24 hours of delivery.
Why 24 hours? Our garments feature delicate hand embroidery, beadwork, and luxury fabrics that can be damaged through improper handling or storage. We cannot accept responsibility for issues that develop or are reported after the 24-hour inspection period, as we have no way to verify whether damage occurred during transit or after delivery.
To report an issue, send us your order number, clear photographs showing the issue, and a short video if the issue is structural (e.g. broken zip, loose embellishment), via hello@ainnlondon.com or WhatsApp +44 7447 196992. We will review within 24 hours and, if approved, provide return instructions.
After 24 hours: no returns or claims will be accepted, regardless of the nature of the issue.
THE RETURNS PROCESS
• Contact us within 24 hours of delivery with your order number, reason, and photo/video evidence.
• We review your request within 24 hours and issue a return authorisation if approved.
• Return the item in its original condition with all tags attached. We arrange and cover return shipping for approved claims.
• Inspection takes place within 5 business days of receiving the item.
• Resolution — we will offer a full refund, free repair, or full remake at our discretion, based on the nature of the issue.
REFUND & RESOLUTION TIMESCALES
• Refunds: 7–14 business days after item inspection.
• Repairs: 2–3 weeks (free for manufacturing defects).
• Remakes: 4–6 weeks for approved quality issues.
CHARGEBACKS & PAYMENT DISPUTES
Should a customer attempt to return a non-faulty item — directly or indirectly via a bank chargeback, PayPal dispute, or payment reversal — the customer will be held liable for the full round-trip shipping costs to and from our production facility. These are calculated at the same value and priority method (e.g. DHL Express) used for the initial shipment and the return shipment.
While initial delivery may be offered free of charge, AÏNN London expressly reserves the right to recover these costs, alongside any administration fees, in the event of undue returns or payment disputes for items that are as described and non-defective. We will provide all evidence to the payment provider, including order confirmation, production records, the pre-dispatch video approval, delivery confirmation, and correspondence history.
GOODWILL GESTURES
From time to time, AÏNN London may offer goodwill gestures such as partial refunds, complimentary repairs, or complimentary items to resolve customer concerns. Acceptance of any goodwill gesture constitutes full and final settlement of the matter. Goodwill gestures are offered at our sole discretion, do not set a precedent for future orders, and do not imply acceptance of fault.
YOUR ACKNOWLEDGEMENT
By placing an order with AÏNN London, you confirm that you have read and accept this policy in full, including: the nature of bespoke and custom work; your responsibility for the measurements and specifications submitted with your order; colour and fabric variation; the 24-hour amendment window; the 24-hour reporting window; the video approval process; the non-cancellation terms; the estimated delivery disclaimer; and the force majeure provisions.
CONTACT US
Customer Service Hours: Monday–Friday, 9am–6pm GMT
Email: hello@ainnlondon.com
WhatsApp: +44 7447 196992
