Refund policy

Last updated: 28 September 2026

At House of Anaya, every outfit is sourced from authentic Pakistani designers and stitched to order after you place it. Please read this policy before placing your order. By completing a purchase, you agree to these terms. This policy does not affect your statutory rights under UK law.

Quick Summary

  • Sizing issues on standard-size orders: free size alteration within 14 days of delivery, or a remake where alteration isn't possible. Sizing issues are not eligible for a refund.
  • Made-to-measure orders: free alteration if the outfit does not fit, and a free correction if it was not stitched to your measurements.
  • Shipping on alterations: if the outfit matches what you ordered, you pay shipping both ways. If we made an error, we pay shipping both ways.
  • Faulty, damaged, wrong or missing items: repair, replacement or full refund. Report within 48 hours of delivery.
  • Cancellations: full refund within 24 hours of placing your order.
  • All alterations and returns must be approved by us before you send anything back.

1. Order Cancellations

  • You may cancel your order within 24 hours of placing it for a full refund.
  • After 24 hours, your outfit is ordered from the designer and scheduled for stitching, so the order can no longer be cancelled.

2. Sizing Issues (Standard-Size Orders)

Because every outfit is stitched to order, we resolve sizing issues by adjusting your outfit rather than issuing a refund.

What we offer:

  • A free size alteration, one size smaller or one size larger than the size you ordered. For example, a size S can be altered to XS or M, but not to L or XL.
  • A remake in the correct size, where we decide the outfit cannot be altered to fit. This is subject to fabric availability from the designer.
  • Sizing up depends on the seam allowance in your outfit's fabric and design. We will confirm what is possible when you contact us.
  • Length can be shortened. Lengthening is only possible where hem allowance permits.

To be eligible, all of the following must apply:

  • You contact us within 14 days of delivery.
  • The outfit was ordered in a standard size (XS, S, M, L, XL).
  • The item is unworn, unwashed and unaltered by anyone else, with no marks from makeup, perfume, deodorant or jewellery.
  • All original tags, packaging and included pieces are returned together.

Please note:

  • Sizing issues are not eligible for a refund.
  • One free alteration or remake is allowed per order.
  • Shipping costs for alterations are covered in Section 4.
  • Alterations are usually completed within 7 to 10 working days of receiving the outfit. Remakes can take longer. Please allow for this if you have an event date.
  • Further alterations, or changes beyond one size up or down, may be possible at an extra charge. Please contact us for a quote.

3. Made-to-Measure and Customised Orders

Outfits stitched to your own measurements, or with styling changes you requested, are made specifically for you. Under the UK Consumer Contracts Regulations 2013, these are exempt from the standard right to cancel and cannot be returned or refunded for change of mind or fit preference.

What we offer:

  • If the stitching does not match the measurements you provided, beyond our tolerance of 1 inch, we will correct it free of charge.
  • If your outfit matches the measurements you provided but does not fit, we will still alter it free of charge, within 14 days of delivery.
  • Shipping costs for alterations are covered in Section 4.

Please note:

  • We confirm your measurements with you before stitching begins. Once confirmed, they cannot be changed.
  • A variation of up to 1 inch is standard in hand-stitched garments and is not considered an error.
  • The eligibility conditions in Section 2 (unworn, tags attached, all pieces returned) also apply.

4. Who Pays for Shipping on Alterations

Before every order is dispatched, we record photos and video of your outfit being measured, showing the size or measurements it was stitched to. This record is used to decide who is responsible for a sizing issue.

If the outfit matches the size or measurements you ordered:

  • The sizing issue is not our error.
  • The alteration is free of charge.
  • You pay the shipping in both directions: sending the outfit to us, and us sending it back to you.

If the outfit does not match the size or measurements you ordered:

  • The error is ours.
  • The alteration or remake is free of charge.
  • We pay the shipping in both directions.

A variation of up to 1 inch is standard in hand-stitched garments and is not considered an error.

5. Faulty, Damaged, Wrong or Missing Items

If your order arrives faulty, damaged, incorrect, or with items missing, contact us within 48 hours of delivery so we can investigate with the courier while evidence is fresh.

Please provide:

  • Photos of the item, the fault, the outer packaging and the shipping label.
  • A continuous unboxing video from the moment the sealed parcel is opened. This is required for missing-item claims and strongly recommended for every order.

Once the issue is confirmed, we will offer a repair, replacement or full refund, including any shipping costs.

If you notice a fault later that was not visible on delivery, contact us as soon as possible. We will assess it in line with the Consumer Rights Act 2015.

6. How to Request an Alteration or Return

  1. Contact us via WhatsApp or email with your order number, the issue, and clear photos of the item with tags attached.
  2. We will review your request and reply within 48 hours. If approved, we will send you the return address and a reference number.
  3. Send the item within 7 days of approval using a tracked and insured service. Please keep your proof of postage.

Important:

  • Items sent without prior approval, or without a reference number, will not be accepted.
  • Items remain your responsibility until they reach us. We cannot accept responsibility for parcels lost in transit without valid tracking.

7. Inspection

  • Every item sent back to us is inspected on arrival.
  • If an item shows signs of wear, washing, alteration by someone else, damage, or missing tags or pieces, the request will be declined. We will send the item back to you at your cost, or hold it for 30 days while you arrange collection.

8. Refunds

Refunds apply only to cancellations within 24 hours (Section 1) and to faulty, damaged, wrong or missing items (Section 5).

  • Approved refunds are issued to your original payment method within 14 days of approval, or of us receiving the returned item where a return is required.
  • Your bank may take a further 3 to 5 working days to show the funds.
  • Customs duties and import taxes on international orders are non-refundable by us. You may be able to reclaim them from your courier or local customs authority.

9. What Is Not Eligible

  • Refunds for sizing issues.
  • Alteration requests made more than 14 days after delivery, or beyond one size up or down on standard-size orders.
  • Items that have been worn, washed, altered by someone else, or have tags removed.
  • Change of mind, or dissatisfaction based on personal expectation of colour, style or quality.
  • Minor variations in shade, embroidery layout, fabric texture or finishing caused by the designer's production process, studio lighting or screen settings.
  • Laces, beads, tassels or accessories shown on the model that were not included in the product description or purchased as an add-on.
  • Parcels refused on delivery, not collected from the courier, or rejected because of customs duties.

10. International Orders

  • International customers are covered by this policy in the same way as UK customers.
  • Shipping costs for alterations follow Section 4. Any customs duties or taxes on items sent back to us are paid by the customer, unless the error was ours.

11. Before Contacting Your Bank

If you have a problem with your order, please contact us first. We respond to all queries within 24 to 48 hours and will work with you to resolve it quickly.

If a payment dispute is raised, we will provide your payment provider with the full order record, including delivery confirmation, pre-dispatch measurement photos and video, measurement confirmations, communication history and this policy, which was accepted at checkout.

12. Our Right to Refuse

We reserve the right to decline an alteration, remake or return where:

  • The item does not meet the conditions in this policy.
  • There is evidence of wear, misuse or tampering.
  • An account shows a repeated pattern of requests that suggests misuse of this policy.

13. Contact Us

House Of Anaya Ltd (Company No. 17366626)