Ordering Process
How does the custom ordering process work?
Once you place your order, our team will reach out to confirm your measurements and any design preferences. For made-to-measure costumes, we craft each piece individually to your specifications. For jewellery, your order is fulfilled through our trusted supplier network. You'll receive updates at each stage of production and dispatch.
How do I submit my measurements?
After placing your order, you'll be directed to our Measurements Form where you can enter all required sizing details. Accurate measurements are essential to achieving the perfect fit — please follow the guidance provided on the form carefully.
Can I request modifications to a design?
Yes! We welcome customisation requests. Whether you'd like to adjust a neckline, alter sleeve length, change a fabric colour, or add embellishments, please get in touch with us before or immediately after placing your order so we can discuss what's possible.
Can I see examples of past work?
Absolutely. Visit our Project Gallery to browse completed commissions and get a sense of the quality and craftsmanship you can expect.
What payment methods do you accept?
We accept all major credit and debit cards, as well as other payment methods available at checkout. All transactions are processed securely.
Made-to-Measure Clothing
How long does it take to make my costume?
Production times vary depending on the complexity of your piece. As a general guide, please allow 14 to 90 days from the date your measurements are confirmed. More intricate or heavily embellished costumes will naturally take longer. We'll keep you informed throughout the process.
What fabrics and materials do you use?
We use a range of high-quality materials selected to match the look and feel of the original designs as closely as possible. These may include silks, satins, velvets, brocades, organza, and specialist theatrical fabrics. Specific materials for your commission can be discussed during the ordering process.
What if the fit isn't right?
Because every costume is made to your individual measurements, we take great care to ensure accuracy. However, if there is a fit issue resulting from an error on our part, please contact us within 7 days of receiving your order and we will work with you to find a resolution. Please note that made-to-measure costume and clothing items are non-returnable, so it's important to submit your measurements carefully.
Are returns accepted on costumes?
Due to the bespoke nature of our made-to-measure garments, we are unable to accept returns or offer refunds on costume and clothing items. We encourage you to review your measurements thoroughly before submitting and to reach out with any questions prior to ordering.
Jewellery
How long does jewellery take to dispatch?
Jewellery orders are typically handled and dispatched within 1 to 7 business days. You will receive a shipping confirmation with tracking details once your order is on its way.
How is jewellery shipped and insured?
All jewellery is shipped via secure, tracked courier services. High-value pieces are fully insured in transit for your peace of mind. If you have specific concerns about the shipping of a high-value item, please contact us before placing your order. We offer a warranty to all USA customers. Please see our policies summary for more details.
What is your return policy for jewellery?
We offer a 30-day return window for jewellery items. To be eligible, items must be returned in their original, unworn condition with all packaging intact. Please contact us to initiate a return before sending anything back.
Shipping & Returns
Do you ship internationally?
Yes — we offer free worldwide shipping on all orders. No matter where you are, your order will be delivered to your door at no additional shipping cost.
How will I know when my order has shipped?
You'll receive an email notification with tracking information as soon as your order has been dispatched. You can use this to monitor your delivery in real time.
What if my order arrives damaged?
In the unlikely event that your order arrives damaged, please contact us within 48 hours of delivery with photographs of the damage and packaging. We will arrange a replacement or resolution as quickly as possible.
Who do I contact if I have more questions?
We're happy to help! Please reach out to us via our contact page or email and a member of our team will get back to you as soon as possible.
