Welcome to Salwa London. These terms explain how we supply our handmade to order clothing through www.salwa-london.co.uk.

Please read these terms before placing an order and keep a copy for your records. Nothing in these terms limits your statutory consumer rights.

1. About us

Salwa London is the trading name of [full legal name of sole trader or company].

Business address: [full geographical address]
Email: [customer service email]
Telephone: [telephone number]
Company number and registered office, if applicable: [details]
VAT registration number, if applicable: [number]

These terms apply to purchases made by individuals for personal use. Please contact us separately about wholesale or business orders.

2. Our handmade clothing

Our garments are handmade to order. Small variations in stitching, pattern placement and finish may occur between individual pieces. Any significant features or variations will be explained in the product description.

We aim to display colours and fabrics accurately, but screen settings can affect their appearance. This does not affect your right to receive goods that match their description.

Fabric composition, sizing, care instructions and any relevant product details are provided on the product page or with the garment. Please contact us before ordering if you need further information.

3. Sizing and measurements

Please check the size guide and any garment measurements before ordering.

For garments made to your measurements, we will explain which measurements we need and ask you to confirm them before production. We will make the garment to the specifications agreed with you.

If you discover an error in the measurements you supplied, please contact us promptly. We will explain whether changes are possible and agree any additional charge before proceeding.

You remain entitled to a remedy if we make a garment incorrectly or it does not meet the agreed specifications.

4. Placing an order

Please check your items, size, measurements, delivery address and contact details before submitting your order.

Your order is an offer to purchase from us. Our initial order acknowledgement confirms that we have received it. A contract is formed when we send a separate email accepting your order.

If we cannot accept your order—for example, because a fabric is unavailable—we will tell you and refund any payment taken for it.

If we discover a pricing or product-description error before accepting your order, we will explain the correct information and give you the choice of proceeding or cancelling. We will not charge an increased price without your agreement.

5. Prices and payment

Prices are shown in pounds sterling and include any applicable VAT.

Delivery charges and any agreed charges for customisation will be shown before you place your order. Any optional additional charges require your express agreement.

We accept the payment methods displayed at checkout. Payment is taken when you place your order unless a different payment arrangement is expressly agreed with you.

6. Made-to-order and personalised garments

Product pages will explain whether an item is ready to dispatch, made after ordering, or made to your individual specifications.

For bespoke or personalised orders, we show the agreed design, measurements, materials, price and expected delivery timeframe on the website before accepting your order.

The statutory right to cancel because you have changed your mind does not apply to goods made to your specifications or clearly personalised. We will tell you before purchase when this exception applies.

A garment is not excluded from cancellation simply because it is handmade or produced after ordering. Orders for standard garments remain subject to cancellation rights unless a legal exception applies.

If you ask to change or cancel an excluded bespoke order, please contact us promptly. We will explain what is possible and agree any arrangement with you. We will not automatically retain all payments regardless of the circumstances; any cancellation charge must be lawful, fair and reflect our actual net loss, taking account of reasonable steps to reduce it.

Your rights concerning faulty, misdescribed or incorrectly made goods apply to bespoke and personalised garments.

7. Production and delivery

Available delivery locations, charges and estimated production and delivery times are shown before checkout.

Production time is separate from delivery time unless expressly stated otherwise. Where a handmade order requires more than 30 days, we will agree that longer delivery period with you before accepting the order. Otherwise, we will deliver without undue delay and within 30 days of the contract being formed.

If a delay occurs, we will contact you with an update. Where the law allows you to end the contract because of late delivery, we will refund the relevant payment. This includes where an essential delivery deadline was agreed and we miss it, or where we fail to deliver within an appropriate additional period you give us.

Please tell us before ordering if delivery by a particular date is essential.

We remain responsible for your goods until they come into your physical possession, or that of a person you nominate to receive them, subject to any legal exception where you independently appoint a carrier we have not offered.

If an order is lost or arrives damaged, please contact us so we can resolve the issue.

8. Your right to cancel standard orders

For eligible online purchases, you may cancel without giving a reason from the time you place your order until 14 days after the day you receive your goods.

If a single order is delivered in separate instalments, that period ends 14 days after the day you receive the last item.

To cancel, email: hello@salwa-london.co.uk or call xxxxxxxxxx with a clear statement that you wish to cancel. Please include your name and order details so we can identify your purchase.

You may use the cancellation form at the end of these terms, but you do not have to. You only need to send your cancellation notice before the cancellation period expires.

These rights also apply to eligible sale items.

9. Returning cancelled orders

Please send the goods to [returns address] within 14 days after the day you tell us you are cancelling.

You are responsible for the direct cost of returning goods when you change your mind. We pay reasonable return costs where goods are faulty, misdescribed or supplied incorrectly.

Please package garments securely. We recommend retaining proof of posting.

You may inspect and try on clothing as you reasonably would in a shop. We may reduce a refund to reflect a loss in value caused by handling beyond what is necessary to establish the garment’s nature, characteristics and fit, where the law permits this.

Please return labels, accessories and original packaging where reasonably possible. Their absence does not automatically remove your cancellation rights.

10. Refunds for cancelled orders

For a valid cancellation, we will refund the price of the returned goods and any standard outward delivery charge refundable by law. If you chose a more expensive delivery service, we only have to refund the cost of our least expensive standard delivery option.

We will refund you without undue delay and within 14 days after receiving the returned goods or receiving evidence that you sent them back, whichever happens first. If no goods were supplied, we will refund you within 14 days after being informed of your cancellation.

Refunds will use the original payment method unless you expressly agree otherwise. We do not charge a refund fee.

11. Faulty, damaged or incorrect items

Your garments must be of satisfactory quality, fit for any purpose made known to and agreed by us, and as described.

If an item is faulty, damaged, incorrect or does not meet the agreed specifications, contact hello@salwa-london.co.uk. Please provide your order details and a description of the problem. Photographs may help us assess it, but we will not impose unreasonable requirements before considering your claim.

You normally have a short-term right to reject faulty goods within 30 days of delivery and receive a refund. After that, you may be entitled to a repair or replacement and, in appropriate circumstances, a price reduction or final rejection.

We will cover reasonable return costs where you are entitled to a remedy. These rights apply equally to sale items and bespoke or personalised garments.

12. Exchanges and alterations

If you would like a different size or style, contact us to discuss availability. An exchange does not replace or restrict your legal cancellation or refund rights.

Alterations requested because your preferences or measurements have changed may involve an additional charge, agreed in advance. We will not charge you for work required to put right our failure to meet the contract.

13. Caring for your garments

Please follow the care instructions supplied with each garment.

We are not responsible for damage caused by misuse or failure to follow accurate care instructions. This does not affect your rights where a garment is inherently faulty or our care instructions are incorrect or inadequate.

14. Our responsibility to you

If we breach these terms or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result.

We do not exclude or limit liability where doing so would be unlawful. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and your statutory rights relating to the goods.

Our products are supplied for private consumer use. We do not accept responsibility for business losses arising from commercial use.

15. Website content

Unless otherwise stated, the photographs, text, branding and original content on this website belong to Salwa London or our licensors.

You may view and print website content for personal use. Commercial reproduction or use requires permission, except where permitted by law.

16. Personal information

Our Privacy Notice explains how we collect, use and protect personal information, including contact details and measurements supplied for orders.

Please also see our Cookie Policy for information about cookies and similar technologies used on our website.

17. Questions and complaints

Please contact hello@salwa-london.co.uk or write to [business address] with any question or complaint. Include your order number where available.

We will investigate and aim to resolve complaints fairly and promptly. If we cannot resolve a complaint, we will provide any information about alternative dispute resolution required by applicable law, including whether we are obliged or willing to participate.

18. Changes to these terms

We may update these terms for future orders. The version provided when you place your order will apply to that purchase unless a change is required by law or expressly agreed with you.

If any part of these terms is found to be unenforceable, the remaining terms will continue to apply.

19. Governing law

These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you also retain the protection of any mandatory consumer laws that apply where you live.

You may bring proceedings in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in the courts of that part of the UK.