Policies

Order Processing Times

All RND garments are made-to-measure and made-to-order, unless being sold as a pre-made sample.  Because of this feature, they are not ready to ship immediately and orders are worked on in the order in which they are received. We usually have a 2-3 week queue of open orders at all times. This is why the shipping date estimate on most items is 3-4 weeks. This allows for enough time to receive measurements from the customer and for their order to reach the front of the queue. If measurements are not received from the customer promptly, the item will be delayed in processing and may run over this initial dispatch estimate.  

Standard Shipping

RND is based in London, England.  All orders are posted signed-for and standard shipping to Europe and the US is 5-7 working days. 

RND does not take on responsibility of any delays due to couriers or during the postage process. Please be very clear if you require the garment by a specific date when ordering and we will do everything within our power to have the garment leave the studio within the estimated delivery timeline for it to arrive on time. 

Rush Orders

Occasionally we are able to accommodate rush orders which we classify as anything required by the customer in less than 3 weeks time.  There is an additional charge of 20% of the garment cost to jump the order to the front of my making queue. This fee does not cover express shipping, which can also be added if necessary. Please inquire about your timeline and the availability of a rush order before purchasing.  

Refunds Policy

Because items are made-to-measure RND has a policy of no refunds. If there is a problem with the fit of your garment please be in touch with photos explaining the issue and we will do our utmost to correct these issues. If the fit issue is due to incorrect measurements being provided by the customer then any alterations or remaking cots must be paid for by the customer. 

Customisation of Existing RND Designs

RND creates garments that are as unique as their customers so customisation is not only allowed but encouraged.  Custom colours or adding features such as extra zippers etc may change the overall price of the garment. Please enquire about any amendments.  

Fully Custom Orders

Fully custom designed garments take between 6-12 weeks from design to completion.  Customers are not required to know what exactly they are interested in having created before beginning this process.  Rose has experience designing for all body types and is happy to advice on what shapes and designs will be most flattering. When a design is finalised a cost estimate will be made which incorporates the time and materials involved.  This is strictly and estimate and if changes are made to the design through the making process this original estimate may need to be amended. If you have a specific budget for the project, please inform us so that we can advise on how to keep the design within that budget.  On custom orders a 50% deposit is required upon estimate being sent and the remainder upon completion. Garments are not sent to or collected by the customer unless paid for in full. Other payment plans can be arranged if agreed in writing.  

Damages

All clothing experiences wear and tear.  Please do not hesitate to be in touch if you have any problems with your garments.  Often repairs can be made. RND supplies Care & Wear instructions with each garment as well as plastic storage bags.  We hope to help your garments to have the longest life possible.