Refund & Cancellation Policy

Made-to-measure orders, explained plainly

This page sets out Hammad Bespoke Official's cancellation policy and refund policy for every order — bridal, formal, saree, and party wear — shipped to the UK, the USA, and Pakistan-wide. Every piece we make is cut and stitched to order rather than pulled from stock, so the timing of a cancellation matters more here than it would with a ready-made brand. Read this in full before you order, and message us on WhatsApp first if anything below is unclear.

Policy at a Glance

Three Things to Know Before You Order

48 Hours to Cancel

Cancel within 48 hours of placing your order, before production starts, and you receive a full refund within three weeks. After that window, the order cannot be cancelled.

No Refunds After Delivery

Once a piece has been delivered, there is no refund, return, or exchange — ever, regardless of fault, including a mistake on our side. We state this plainly rather than soften it.

Our Mistake, Free Repair

If a fault is confirmed to be ours, we repair it free of charge — you cover shipping both ways. Report it within 48 hours of delivery, with photo or video proof.

Before You Order

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Refund & Cancellation Policy Care Instructions Browse the Collections

In Full

Refund & Cancellation Policy, in Detail

Hammad Bespoke Official's cancellation policy allows a full refund only if you cancel within 48 hours of placing your order, before production begins; once a piece is made or delivered, no refund, return, or exchange applies, regardless of fault.

We work this way because we hold no ready-made stock — every dress, saree, and suit is cut and stitched specifically for the person who ordered it. That is the trade-off of a made-to-measure brand: more attention on the piece itself, and a narrower window to change your mind before the fabric is cut.

How to Request a Cancellation

  1. Contact us within 48 hours: message us on WhatsApp or email info@hammadbespokeofficial.com with your order details.
  2. Confirm the cancellation: let us know you would like to cancel before production begins.
  3. We check the timing: if the 48-hour window has not closed, we confirm the cancellation right away.
  4. Refund is processed: your payment is refunded within three weeks of the confirmed cancellation.

The 48-Hour Cancellation Window

You can cancel any order within 48 hours of placing it, before production starts, for a full refund. This is similar in spirit to the cooling-off period concept used across consumer protection — a short window to reconsider before a purchase becomes final. Once that window closes and your piece enters production, the order cannot be cancelled.

What Happens After Production Starts?

After production starts, and after delivery, there is no refund, no return, and no exchange — ever, regardless of fault, including a mistake on our side. This is the one rule on this page we will not soften: a made-to-measure piece cannot be resold once it is cut to your order, so once it is in production, the order is final.

If the Fault Is Ours

If a fault is confirmed to be a mistake on our side, we repair the piece free of charge. You cover shipping both ways. This must be reported within 48 hours of delivery, with photo or video proof of the issue — the sooner we see it, the sooner we can confirm whether it is a fault or something else.

If a Sizing Issue Comes From Inaccurate Measurements

If the measurements provided to us were inaccurate, we take no responsibility for the fit that results, since we build every piece to the figures we are given. Depending on the piece, we may be able to offer a paid alteration service — this is a possibility we will look into, not a guarantee, and it is handled case by case.

Shipping Costs Within Pakistan, heavy formals and bridal pieces ship free on the original order — not on repairs. Every international order, and every repair or service, is shipped at the customer's cost, both ways.
No Restocking Fee Every piece is cut and stitched only after you order it — we hold no ready-made stock, so there is nothing to restock. No restocking fee applies to a cancellation made within the 48-hour window.
Couriers We Use We ship with Skynet and DHL. DHL is the faster of the two — your order goes out with whichever courier you request when you order or over WhatsApp.

What If My Order Is Damaged in Transit?

Transit damage does not carry a refund or replacement as standard. If your order is still within Pakistan when damage is reported, we contact the courier — Skynet or DHL — on your behalf to raise it directly with them. If your order has already left Pakistan, you will need to contact your own local courier or postal service directly, since that is who is handling the parcel once it crosses the border.

Refund & Cancellation Outcomes by Situation
Situation Timing Outcome
Cancel before production Within 48 hours of ordering Full refund, processed within three weeks
Cancel after production starts After the 48-hour window No cancellation, no refund
Return or exchange after delivery Any time after delivery No refund, no return, no exchange
Confirmed fault on our side Reported within 48 hours of delivery, with photo or video proof Free repair; customer pays shipping both ways
Sizing error from inaccurate measurements Any time No responsibility taken; a paid alteration may be offered at our discretion
Transit damage, still within Pakistan Reported promptly We contact Skynet or DHL on your behalf; no refund or replacement as standard
Transit damage, already left Pakistan Reported promptly Contact your local courier directly; no refund or replacement as standard

Once your order arrives, our care instructions page covers how to keep hand embroidery and delicate fabric looking its best between wears.

Questions

Refund & Cancellation — Common Questions

Can I cancel my custom order after placing it?

Yes — you can cancel any order within 48 hours of placing it, before production begins, for a full refund processed within three weeks. Once your piece moves into production, the order can no longer be cancelled. If you are unsure about a detail, message us before the window closes rather than after — we would rather help you decide than process a cancellation.

Are made-to-measure or bespoke pieces refundable?

Once production has started, made-to-measure pieces are not eligible for a refund, return, or exchange, and this applies even when the fault turns out to be ours. Every piece is cut and stitched specifically for your order, with no shared stock to reassign. Cancelling within the first 48 hours, before production starts, is the only way to receive a full refund.

What is Hammad Bespoke Official's cancellation policy?

Our cancellation policy is simple: cancel within 48 hours of placing your order and you receive a full refund, processed within three weeks. After that window, once your piece enters production, the order cannot be cancelled or refunded under any circumstance. We hold to this window because every piece is cut to order the moment production starts, with nothing kept in stock to reassign.

Can I return a custom-made dress if it doesn't fit?

No — once a made-to-measure piece has been delivered, it cannot be returned or exchanged, including for fit. If the measurements you provided to us were inaccurate, we take no responsibility for the result, though we may be able to offer a paid alteration service. If a fit issue is our error, contact us within 48 hours of delivery with photo or video proof.

How long does a refund take to process?

A refund for an order cancelled within the 48-hour window is processed within three weeks of your cancellation request. We do not shorten or extend this timeframe case by case, so you can plan around it with confidence. Once an order has moved into production, no refund applies, regardless of how much time has passed since you placed it.

What happens if my order arrives damaged or defective?

Report it within 48 hours of delivery with photo or video proof. If we confirm the fault is ours, we repair the piece free of charge, though you cover shipping both ways. Beyond that 48-hour window, or once the fault is confirmed to be transit damage rather than our error, no refund or replacement applies as standard.

Can I exchange an item instead of getting a refund?

No — we do not offer exchanges on made-to-measure pieces once an order has been placed and moved into production, since each piece is cut specifically for that order. The only point at which a change is possible is within the first 48 hours, before production starts, when you can cancel outright and place a new order instead.

How do I request a cancellation or refund?

Message us on WhatsApp or email info@hammadbespokeofficial.com within 48 hours of placing your order, with your order details to hand. We confirm whether production has started and process your cancellation and refund immediately if it has not. After delivery, contact us the same way only to report a confirmed fault, not to request a refund or return.

Do I have to pay for return shipping?

There is no return shipping to arrange, since we do not accept returns on delivered pieces. For a confirmed repair under our fault, you cover shipping both ways. Within Pakistan, heavy formals and bridal pieces ship free on the original order only, not on repairs; every international order and every repair is shipped at the customer's cost.