Last Updated: October 29, 2024
At Annelie Ruther, each of our couture, made-to-measure garments is handcrafted to your exact specifications. Due to the custom nature of our products, we have specific guidelines for refunds, returns, and alterations. Please review this policy carefully before placing your order.
1. Custom Orders & Refunds
All garments are custom-made to your unique measurements and design preferences. As such, standard return rights do not apply, and we do not offer refunds or exchanges on any made-to-measure or bespoke items 7 days after order is placed.
Special Circumstances: You may email us at admin@annelieruther.com and enquire about a refund after the 7 day period is over. We always want to ensure our customers’ happiness and while we cannot guarantee anything we will try our best to come to an agreement whether it be a partial refund, an exchange for a different product, etc.
2. Alterations
We aim to ensure that each garment fits perfectly. As part of our service, if you still need alterations we offer reimbursements for local minor alterations after you receive your garment up to 100 British pounds.
- Complimentary Alterations: Adjustments to your garment that are minor and fall within the original design and measurements are included in the price of the garment. These must be requested within 7 days of receiving the garment. For any alteration reimbursement, there must be prior approval of intended changes. After alterations have been completed, a receipt must be submitted for reimbursement within 7 days of altering the garment.
- Additional Alterations: Major alterations or changes that deviate from the approved design or measurements may incur additional charges, depending on the complexity of the adjustments required.
3. Defective or Faulty Items
While we strive for perfection in every garment, if your item arrives damaged or does not match the approved design, please contact us immediately.
- Claims: Claims for defective or faulty items must be submitted with proof within 7 days of receiving the garment. We will assess the issue and, if we determine that the garment is defective, we will offer to repair or remake the item at no additional cost.
- Repairs: If the defect or issue can be repaired, we will do so free of charge. For items that cannot be repaired, we will offer to remake the garment, however the previous garment must be returned to us.
4. Customer Responsibilities
Accurate Measurements: It is the customer’s responsibility to provide accurate body measurements. We are not liable for garments that do not fit due to incorrect measurements provided by the customer. By submitting your measurements, you agree that the measurements you have provided are accurate.
5. No Returns or Exchanges
As all items are made to your specific measurements and design preferences, we do not accept returns or offer exchanges on any couture, made-to-measure garments. Once your garment is delivered and approved, the sale is considered final.
6. Shipping and Delivery
If your garment needs to be shipped, we will take great care to ensure it arrives safely.
- Shipping Costs: We offer complimentary shipping. We are not responsible for any customs fees or import duties that may apply to international orders.
- Customs & Duties: International orders may be subject to customs duties and taxes, which are the responsibility of the customer.
- Lost or Damaged Shipments: If your garment is lost or damaged during shipping, please notify us immediately. We will work with the shipping carrier to resolve the issue, but we cannot be held responsible for any delays or damages caused by third-party carriers.
7. Contact Information
If you have any questions or concerns about our refund and returns policy, or if you need to discuss an alteration or defect, please contact us at:
Annelie Ruther Ltd
Email: admin@annelieruther.com
Phone: +44 7561697103
