New Custom Made Policy
With regret from 1st October our T& C's will change with regards to Custom Items ordered.
We are struggling to get measurements from customers who place custom orders or items to be custom made. This not only leads to delays, but we seem to get blamed for customers entering incorrect email addresses or told they never received our emails and now want a refund months after the event because their circumstances have changed.
From 1st October 2022
Custom made items are SALE ONLY and will not be refunded.
We will request measurements from you.
You will have 6 weeks to return them to us.
If we do not receive them after 6 weeks your order was placed, your order will be cancelled and your payment forfeited.
We apologise for having to do this, and it's something we did not want to do, but we are a small business and can no longer accept having to issue refunds months after orders are placed through no fault of our own.
We realise this may affect your decision to order from us, and we don't take this decision lightly. However in reality The benefit to you as a customer is it will speed up you getting a delivery, and if, as most do, you return measurements to us quickly, this policy won't affect you at all.
However, It will help us to stop people deliberately wasting our time, and save us the time, we spend chasing after people for measurements, to then find they suddenly change their mind mid way through us producing their order.
Most big companies do not offer refunds anyway, but we tried to make our site as customer friendly as we could, however a certain element have been abusing our policy and it's now time to close this loophole.
All we ask..
- Please ensure you enter correct details including a correct email address, and reply promptly to our emails.
- By placing an order you are agreeing to our terms.
- If we have queries on your measurements unlike some, we will always get back to you for clarification, to check your measurements are correct.
- If you don't reply, we will try to contact you again.
- If you don't hear from us within 3 days of placing your order please email us or contact Simon via Instagram @tlclatex as you may have entered an incorrect email address.
- Check your spam folder.
- There is now a 6 week deadline for returning measurements
- We will try several times to remind you.
- It is your responsibility for providing correct information
- you risk your order being cancelled after 6 weeks if you do not return measurements when requested to do so.
- N.B If your order is cancelled by us, you will not receive a refund.