How can I pay for my order?
Payment is required at the time of ordering – this can be by credit/debit card; bank transfer; Paypal or Clearpay.
What is the turnaround time for my order?
All our items are handmade to order with an average turnaround of 14 days to dispatch. During busy periods the full 14 days is to be expected. Orders placed on Saturday/Sunday will be dispatched on the Monday after the 14 day period. In extremely busy periods you will be given an expected turnaround time when placing the order.
I’m an international customer, what happens if I incur extra fess and taxes?
All additional fees and taxes applicable to international orders are payable by the customer.
How will my item be shipped?
Once complete, all items are dispatched via Royal Mail for delivery in 2-5 days from item completion. This will be by recorded delivery second class. If you require delivery of your item sooner you can upgrade to express delivery. Please contact us in the first instance to arrange this.
I think my item is lost, what should I do?
If you consider your item to be ‘lost’ please contact me within in 28 days of the expected delivery date (a total of 42 days from order date). Orders deemed as lost after this time will not be replaced or refunded under any circumstances. Royal Mail require a period of time to pass before a parcel may be considered as ‘lost’ and I ask for your understanding in this matter. If your item has still not arrived after this time your order will be replaced. No refunds will be given for lost parcels. This is to protect the integrity of the returns policy and ourself as a business, from fraudulent claims.
What should I do if my delivery is delayed?
Delivery delays as a result of third party services are beyond my control and I ask for your acknowledgement of this point. If your item is delayed and does not arrive in time for your required date you will be entitled to full refund, including postage costs. Refunds will be issued once the order has been returned in its original packaging and in an unused condition. To accelerate this process you are asked to refuse delivery of the order when it arrives – this will prevent you from paying return postage fees.
I gave the wrong address, what should I do?
Please contact Bespoke by Howley as soon as you realise as it may be that we can amend the address. No refunds or replacements will be issued for orders on which an incorrect delivery address is provided. All items are posted with a Return to Sender address label so will hopefully be redirected.
My item is faulty, can I get a refund?
Bespoke by Howley items are subject to a strict quality control process however in the unlikely event you should receive a faulty item it will be replaced at our cost. Please contact us within 14 days to arrange a return and exchange/refund.
Should you order the wrong size Bespoke by Howley will exchange the item. In this instance the buyer must pay the additional postage costs. Replacement items are subject to the same 10-14 day turnaround period as standard orders and are subject to fabric stock. Please note: Returns must be made in a perfect, unwashed condition within 14 days. Any item that is returned displaying signs of use and/or washing will not be replaced and will be returned to you.
Please send your return to the following address and include a note detailing your order name/number, delivery address and exchange request.
Bespoke by Howley
27 Conway Avenue
What if I change my mind?
All Bespoke by Howley items are made to order and are exempt from the distance selling regulations in relation to ‘change of mind’. Each item uses fabric that cannot be remade in to something else, and requires the time and skills of myself to create. We ask for your understanding in this matter and ask that you read item descriptions carefully before purchasing.
Please note: Custom orders outside our offered range are not refundable or exchangeable in the absence of fault.
How do I wash my Bespoke by Howley items?
Washing : We recommend washing your Bespoke by Howley items at 40 degrees and leaving to air dry. All fabrics, and each and every new bolt is wash tested prior to use and sale. Incorrect washing of your Bespoke by Howley items may result in shrinkage/fading. Refunds or exchanges will not be given in this instance.
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