Shipping policy

Last updated: June 28, 2026

This policy explains how shipping and returns work at Demetrius Couture. It should be read alongside our Terms of Service and Privacy Policy. If there is a conflict between this policy and our Terms of Service regarding deposits or cancellations, the Terms of Service controls.

1. Shipping

1.1 Local Collection & Fittings

Most bridal, prom, and custom orders are completed with one or more in-person fittings before collection. If you're local, we'll arrange collection or final fitting as part of your order process — no separate shipping fee applies.

1.2 Shipping for Non-Local & International Clients

If you're outside our local area, virtual consultations can be arranged, and your completed piece can be shipped to you. Shipping is not included in your dress price unless we've confirmed otherwise in writing.

Shipping cost and carrier are confirmed with you individually once your item is ready, based on destination and required delivery speed.
Estimated delivery times will be provided at that point and are estimates, not guarantees — they depend on the carrier and, for international orders, customs processing in the destination country.
Customs duties, import taxes, and fees for international shipments are the responsibility of the customer and are not included in the dress price or shipping cost.
We recommend allowing extra time for shipping when planning around a fixed event date (e.g. a wedding or prom), and we'll advise you on cut-off dates for your production timeline.

1.3 Risk of Loss

Risk of loss or damage to your order passes to you once it has been handed to the shipping carrier, except where the law in your location requires otherwise. We strongly recommend tracked and insured shipping for high-value bridal pieces; we're happy to advise on suitable options.

2. Returns & Exchanges

2.1 Custom, Bespoke & Made-to-Measure Orders

Because every custom, bridal, and prom piece is made specifically to your measurements, fabric choice, and design preferences, custom orders cannot be returned, exchanged, or refunded once production has begun, except where the item is faulty or not as agreed (see Section 2.3).

This includes:

Consultation fees (non-refundable, as set out in our Terms of Service)
Deposits paid to confirm and begin a custom order (non-refundable)
Any balance paid toward a completed custom piece, once collected or shipped

If you need to discuss a change before production starts, please contact us as early as possible — small adjustments to design or measurements may be possible at this stage, subject to our Terms of Service.

2.2 Ready-to-Wear Items

For ready-to-wear pieces purchased directly through the site (not made or altered to your specification), you may request a return or exchange within 14 days of delivery, provided the item is:

Unworn, unwashed, and unaltered
In its original condition with tags attached
Accompanied by proof of purchase

To start a ready-to-wear return, email us at the address below with your order number before sending anything back. Return shipping costs are the customer's responsibility unless the item is faulty or incorrect. Refunds for approved ready-to-wear returns are issued to the original payment method within a reasonable time of us receiving and inspecting the returned item.

2.3 Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged in transit, or not matching what was agreed at your consultation or order confirmation, please contact us within 7 days of receipt with photos and a description of the issue. Depending on the situation, we'll offer a repair, alteration, replacement, or partial/full refund as appropriate. This applies to custom and ready-to-wear orders alike and does not affect your other statutory rights.

2.4 What We Can't Accept Returns For

We're unable to accept returns or offer refunds for:

Custom pieces that have been worn, altered, or cleaned after collection or delivery
Items returned without prior contact and approval
Consultation fees and deposits, except where required by law

3. Cancellations

Cancellation terms for custom, bridal, and prom orders are set out in full in Section 5 of our Terms of Service. In short: deposits and consultation fees are non-refundable once paid, and custom orders are generally not eligible for the standard 14-day cooling-off cancellation right that applies to off-the-shelf goods, because each piece is made to your individual specification.