Refund Policy

Last updated: August 2026

This Refund Policy explains when refunds may be available for products and services purchased from Sandra Zomer Ltd, including ready-to-wear pieces, bespoke and made-to-measure garments, alterations and other studio services.

As the nature of each purchase may differ, refund eligibility depends on whether you have purchased a standard ready-to-wear piece, commissioned a garment specifically for you or booked a service.

Nothing in this policy affects your statutory consumer rights.

Ready-to-Wear & Pre-Order Pieces

Ready-to-wear pieces purchased through our online shop, including standard pieces offered on a pre-order basis, may be returned if you change your mind, provided they have not been made or personalised specifically to your individual requirements.

If you wish to cancel an eligible order, please contact info@sandrazomer.com within 14 days of receiving your order.

Once you have notified us, the item must be returned within a further 14 days.

You may also contact us if you wish to cancel an eligible ready-to-wear order before it has been dispatched.

Conditions for a Return

Returned pieces should be:

Unworn and unused
Unwashed
In their original condition
Returned with all original tags attached where possible
Free from make-up, fragrance, marks, damage or other signs of wear

You may inspect and try on a garment as you reasonably would in a physical shop.

If an item has been handled beyond what is reasonably necessary to assess its fit, appearance or nature and this has reduced its value, an appropriate deduction may be made from the refund where permitted by law.

Return Shipping

Customers are responsible for the cost of returning unwanted ready-to-wear pieces.

All returns must be sent using a tracked delivery service. Please retain your proof of postage and tracking information until your return has been completed.

Sandra Zomer Ltd cannot accept responsibility for a returned parcel until it has been received by the studio.

Please contact info@sandrazomer.com before sending your return so that the appropriate return details can be provided.

Refund Amounts

Where an eligible ready-to-wear order is cancelled within the applicable cancellation period, the purchase price of the returned item will be refunded.

Where required by applicable consumer law, the cost of the least expensive standard delivery option offered for the original order will also be refunded.

If you selected a more expensive express, premium or upgraded delivery service, any additional delivery cost above the standard shipping amount will not normally be refunded.

The cost of returning an unwanted item remains the responsibility of the customer unless the item is faulty, damaged, incorrect or applicable law requires otherwise.

Customs duties, import taxes and other charges paid directly to customs authorities, couriers or other third parties are not refunded by Sandra Zomer Ltd. International customers should contact the relevant authority regarding any possible reimbursement of these charges.

Partial Refunds

In certain circumstances, a refund may be reduced rather than refused entirely.

This may apply where:

A returned item has been handled in a way that has reduced its value
Part of an agreed service has already been completed before cancellation
Consultation, development, sourcing or other work has already been undertaken specifically for a commissioned project

Any deduction will be reasonable and will reflect the circumstances of the order, the work already performed or the reduction in value of the returned item.

Refund Processing

Once an eligible return has been received and inspected, we will confirm that your refund is being processed.

Refunds will be made to the original payment method.

Where statutory online cancellation rights apply, refunds will be processed within the applicable legal timeframe and normally no later than 14 days after we receive the returned goods, or after acceptable evidence of return where applicable.

After a refund has been issued, your bank, card provider or payment service may require additional time before the funds appear in your account.

Bespoke, Made-to-Measure & Personalised Pieces

Bespoke, made-to-measure, customised and personalised pieces are created specifically according to an individual client's measurements, design requirements or personal specifications.

For this reason, these pieces cannot normally be returned, exchanged or refunded because of a change of mind once work has begun.

Before production begins, the design, requirements, estimated timeframe and price will be discussed and agreed with you.

This does not affect your statutory rights if a garment is faulty, not as described or does not correspond with the specification that was agreed.

Bespoke Deposits & Cancellations

A deposit or advance payment may be required to confirm a bespoke, made-to-measure or customised project.

If you cancel before work has begun, please contact us as soon as possible so that we can review the stage of your project.

Where consultation, creative development, design advice, sourcing, preparation or other work has already been undertaken specifically for you, an appropriate amount of the deposit or advance payment may be retained to reflect the work completed and reasonable costs already incurred.

Any amount retained following cancellation will be proportionate to the work undertaken and losses reasonably incurred as a result of the cancellation.

Alterations

Alterations are carried out specifically for the individual client and garment according to the work agreed during the fitting or assessment.

Once alteration work has begun, the service cannot normally be cancelled for a full refund simply because the client changes their mind.

If you are unhappy with the fit or finish of completed alteration work, please contact us as soon as possible.

We will assess the garment and, where appropriate, first offer a reasonable adjustment or correction to the agreed work.

This does not affect your statutory rights where a service has not been carried out with reasonable care and skill.

Consultations & Other Services

Cancellation and refund eligibility for consultations and other studio services will depend on when the booking is cancelled and whether work has already been undertaken specifically for the client.

Where a service has already begun at your request, any refund may be reduced to reflect the proportion of the service already provided and reasonable costs incurred.

Where statutory cancellation rights apply to a service booked online or at a distance, these rights will be respected.

Faulty, Damaged or Incorrect Items

Every piece is carefully inspected before leaving the studio.

If you receive an item that appears faulty, damaged or incorrect, please contact info@sandrazomer.com within seven days of receiving your order where possible.

Please include:

Your order number
A brief description of the issue
Clear photographs where relevant

This seven-day request allows us to investigate and resolve the issue promptly and does not limit your statutory consumer rights.

Where a product is faulty, not as described or otherwise does not meet the requirements of applicable consumer law, we will provide the appropriate remedy, which may include a repair, replacement, price reduction or refund depending on the circumstances.

Exchanges

We do not currently offer direct exchanges for ready-to-wear purchases.

If you would like a different size or style, please return the original eligible piece in accordance with our Shipping & Returns Policy and place a new order.

As many Sandra Zomer pieces are produced in limited quantities or on a pre-order basis, availability of another size or style cannot be guaranteed.

How to Request a Refund

To request a return, cancellation or refund, please contact:

Sandra Zomer Ltd
Email: info@sandrazomer.com

Please include your order number or booking details and a brief explanation of your request so that we can assist you as efficiently as possible.

For information about sending an item back to us, please also refer to our Shipping & Returns Policy.