BESPOKE TERMS AND CONDITIONS

Thank you for choosing to support an independent business by ordering your own luxury, bespoke clothing. Together, we can embark on a journey to bring a beautiful and unique garment to life, perfectly fit to flatter your body and express your individuality. We are dedicated to the delicate beauty of good design, high quality, and the confidence that the perfect fit gives. We centre the process around you, our customer. We design and create pieces exclusively for you and your body. Each custom garment requires great attention to detail which means we work closely with you to bring your wishes to life. Your happiness is our aim, so please take a moment to read through the information below. From the information provided you will then know what to expect on your journey with us. We believe in being open and honest about our prices, we share with you what’s included and excluded. You are contracting with us for our services. The initial consultation (held at our studio or via Video Chat) has a fee of $75 which is then deducted off your quoted garment. All prices listed in this contract are in Australian dollars (and are current from January 2023). We reserve the right to update the terms as and when necessary.

Quotations (valid for 28 days)

Deposits

The initial quote given is in consideration of the information you provide at the initial consultation (e.g. fabric preferences, design, embellishments etc). Should any changes to the design and fabrication, the price of the garment will be re-quoted.
As we have many clients, and often booked out months in advance, your place in our schedule can only be confirmed with a payment of the initial deposit. For bridal this is 15% and for all other garments 10%. We work on a ‘first-come, first-deposit-paid’ basis. The deposit counts towards the total cost.
Payment of the deposit means you agree and accept the terms and conditions. Unfortunately, the deposit is not refundable in the event of cancellation.
SI&EM will have no obligation to start work on any item until we receive from you written acceptance of these terms and conditions.

Working Together

We take great pride in our work and strive to provide an exceptional product and service for our customers. We are excited to have been chosen to make you a bespoke garment and we promise to do all we can to make your experience a positive and memorable.
We are ready to be flexible to ensure your garment are made to your satisfaction and taste, if your vision of your garment has changed once work has started, expect to discuss the possibility, the time availability and price for these changes. Additional work will be charged at the rate of $100 per hour. We want to know what you think during the process and will work with you to get the best possible results.
If you have any concerns about fit, garment design, or anything else during the process, please let us know as soon as possible. Once the garment is finished and you have paid for it, it is in our belief that it fulfils the contract and you have accepted it as it is. We encourage your feedback as we work hard to make you happy.

Deadlines

We try our hardest to meet deadlines if you tell us the dates at the initial consultation. However, unless it is stated explicitly in this contract, time shall not be of the essence in performance, bespoke clothing is a time-consuming endeavour with most garments taking at least 12 weeks. Longer wait times may apply due to the complexity of the design as well as our workload but we will advise you of this at the initial consultation.
Completing your order on time may require you to provide us with certain necessary information (such as measurements), photographs, attend fitting sessions, or to complete scheduled payments on time.
If you have to cancel a fitting appointment, scheduling a replacement may affect any deadline. We understand things may come up, if you can please communicate this with us so that we can accommodate to your schedule as well as our own.
Acceptance of urgent work is at our discretion and will be priced at a premium charge. We understand the importance of punctuality and refuse to disappoint once commissioned, therefore we will not accept urgent work if we do not feel certain of meeting your deadline.

Refund Policy

Unfortunately, we do not provide a refund if you have changed your mind about an item you have partly or fully paid for.
However, we will happily provide a repair within a 4 weeks time frame after final pick up as required under Australian law.

Cancellation Policy

At the first fitting a 50% deposit is payable at the time to enable commencement of work on your garment, to the exclusion of any other potential customers. This covers the cost of goods as well as time that has been put into your garment
Unfortunately, the deposit is not refundable in the event of cancellation.
We will happily refund any payments made over this amount minus our reasonable costs for:
a) work already commenced (including concept design, measurement and cutting) charged at our standard hourly rate ($100/hr); and
b) materials purchased for your order.
c) We will provide you with an itemised receipts of any costs incurred.
However, completed orders will incur full payment.
Regretfully, forfeited deposits cannot be counted as ‘credit’ toward future orders.

Measurements

Caitlin (designer) will take a complete set of measurements at the time of order and will make the garment according to these measurements. Her expertise in measurements for the intricate design is part of the service.
For ‘long distance’ customers, measurements will be taken by the client. Your garment will be made to the measurements given and we cannot accept responsibility for the accuracy of measurements taken. Please take measurements over the undergarments and/or clothes you intend to wear with your garment.
Where a weight loss plan, pregnancy, or illness/recovery is a factor, please let us know so that we may plan your garment appropriately.
If a dramatic weight loss or gain occurs in between fittings, you will be charged for any extra time spent on any additional patterns/fittings or changes for your garment.

Fittings and Appointments

Caitlin sees clients by appointment only. Fittings are held in our studio (located in Olympic Park, NSW, Australia). Fittings may be held at a location more convenient to you, with a travel charge of $120 per hour from our studio to your location and back. The fitting itself has no additional charge as it is included in your bespoke service.
You must bring to any fitting appointments the underwear and shoes that you plan on wearing with the completed garment. The fitting may not proceed otherwise. (We will always remind you when we can when it is necessary for you to bring them).
We are able to conduct fittings between 9am and 6pm. Fittings outside these times can sometimes arranged, on request.
Appointments last up to an hour from the appointment time. Longer appointments may occur when fitting multiple or complex garments such as bridal gowns or corsets. Expect several fittings, as the garment takes time, skill and patience.
SI&EM can cancel a fitting/appointment at any time as long as another date and time has been provided.
Please come to your fittings alone or with 1 guest, unless arranged with us prior.
Please contact us at least 48 hours in advance to cancel or reschedule appointments; missed appointments will incur an additional charge of $100 after the first warning.

Materials

At the initial consultation, fabrics and embellishments will be discussed. Luxurious, high quality materials are usually sourced by Caitlin on your behalf as part of the service.
If you would like to take a more ‘hands on’ approach to pick out the perfect fabric and you live in the Sydney area, Caitlin can accompany you to some local fabric stores for a $110 call out fee for the first hour (then $75/hour-charged in 15minute increments). This is a great way to shop as Caitlin has the experience to help you find the perfect fabrics! We can organise a ‘shopping trip’ and visit as many stores as we need find the fabric you desire.
If you wish to supply materials, it is your responsibility to ensure they are suitable for the intended purpose. We reserve the right to refuse to work with unsuitable materials. Caitlin is available to advise and recommend suitable materials (included as part of the service). If you insist on a fabric that is inappropriate, there can be no guarantee of a satisfactory final result.
If providing fabrics, you should buy no less than the quantity of fabric required for your garment as advised by us. Inadequate amounts will affect our ability to complete the garment as agreed upon in your contract. Large pieces of left over material will be returned to you with your completed garment.
Any leftover materials supplied by SI&EM will remain our property. You will only be charged for what is used in your garment.

Patterns

All patterns drafted for your garment will remain the property of SI&EM and are not for sale. Patterns are kept on file for 12 months and should you wish to order another garment made with the exact same pattern a discount will apply to your future order.

Payment and Collection

We generally accept payments in 3-8 instalments, depending on the total value.
Payment is accepted by either of the following means: Cash or Direct Deposit (AUD only).
Once payment dates and amounts have been agreed upon it is your responsibility to make payments on time. Just as you are counting on the garment ready on-time, we are counting on your payment on-time. Payment dates will be included in the quotation.
We understand things come up and you may need to change a payment date. You must let us know in advance so a new payment date can be arranged.
Due to our busy schedule and extensive waiting list, any delay in payment will result in your order being put on hold. A new finish date will be at our discretion as we cannot delay other clients’ orders.
Payment in full is required before the garment is collected. No exceptions. (Funds must land in our bank account prior to collection of completed garment. A ‘transaction receipt’ will not be accepted as form of payment. Please allow up to 3 business days for Direct Deposit transfer.)
Upon collection or delivery, it is assumed that you confirm the garment(s) are as ordered and as per instructed. If for any reason you are unsatisfied with the garment due to alleged defective work, you must notify us within 10 days of collection or delivery of any alleged defect or it shall be deemed that the garments have been made free from any defect and that you have accepted them.

Garment Care, Repairs and Alterations

Once you have taken/received your completed garment, they are your responsibility. If in future your garment requires modification, alteration or repairs (due to general wear-and-tear or damage) we would be happy to assist you at our standard hourly rate. It is your responsibility to care for your garment and adhere to any care instructions as advised by the SI&EM Team. If damage occurs because you did not follow our instructions, any repairs are at your expense. If any damage occurs to your garment as a result of our craftsmanship it can be repaired free of charge, at our discretion. Every care is taken to ensure your garment is of the highest quality. Please treat it with care and understand that as a garment of use, it will not remain pristine forever.