Terms & Conditions

01Eligibility & Account

By using our website, you confirm that:

• You are at least 18 years of age, or have parental/guardian consent.
• You are legally capable of entering into binding contracts under the Indian Contract Act, 1872.
• The information you provide is accurate, current, and complete.

You are responsible for maintaining the confidentiality of your account credentials and for all activities conducted through your account. Notify us immediately at info@bespokewala.com of any unauthorised use.

We reserve the right to suspend or terminate accounts that violate these Terms or engage in fraudulent, abusive, or illegal activity.

02Products & Descriptions

We make every effort to display our products accurately, including colours, embroidery, fabric texture, and dimensions. However:

• Colours may vary slightly due to screen calibration and photography lighting.
• Handcrafted and hand-embroidered products may have minor natural variations — this is a mark of authenticity, not a defect.
• Fabric weights and textures are described to the best of our ability; we recommend requesting swatches for high-value orders.
• All measurements provided are approximate and may have a tolerance of ±1–2 cm.

We reserve the right to limit quantities, discontinue products, or correct pricing errors without prior notice.

03Pricing & Payment

Pricing: All prices are listed in Indian Rupees (INR) and are inclusive of applicable GST unless stated otherwise. Prices are subject to change without notice; however, the price at the time of your order confirmation will apply to your order.

Payment: We accept Credit/Debit Cards, Net Banking, UPI, and EMI. All payments are processed securely via our payment gateway. We do not store card details on our servers.

International: International orders are processed in INR at the prevailing exchange rate. Your bank may charge foreign transaction fees.

04Orders & Cancellations

An order is confirmed only upon receipt of a confirmation email from us. We reserve the right to refuse or cancel any order for reasons including but not limited to:

• Product unavailability or stock discrepancies.
• Pricing errors on the website.
• Suspicious or fraudulent activity.
• Non-delivery of payment.

Customer Cancellations: You may cancel an order within 2 hours of placement by emailing info@bespokewala.com with your order number. After this window, the order enters production/dispatch and cannot be cancelled. Custom orders cannot be cancelled once confirmed.

Approved cancellations will receive a store credit valid for 6 months within 24 hours.

05Shipping & Delivery

We ship across India and internationally. Standard delivery timelines by product category are as follows:

• Footwear Collection: 15 to 20 days for custom crafting and delivery.
• Couture & Bespoke Garments: 40 to 45 days for handcrafted creation and delivery.
• Ready-to-Wear & Accessories: 5 to 7 business days.
• Risk of loss passes to you upon delivery to the carrier.
• If you are unavailable at delivery, the courier will attempt re-delivery up to 3 times. Unclaimed packages may be returned to us and re-shipping charges will apply.
• For international shipments, customs duties and import taxes are the buyer's sole responsibility.

Please refer to our Shipping & Returns page for full details on rates and timelines.

06Returns & Exchanges

Returns: Ready-to-wear items may be returned within 7 days of delivery, provided they are unused, unwashed, unaltered, and in original packaging with all tags attached.

Exchanges: Size/colour exchanges are accepted within 14 days of delivery.

Non-Returnable Items:

• Custom and bespoke orders
• Altered or damaged garments
• Jewellery (for hygiene reasons)
• Sale items marked “Final Sale”
• Items without original tags or packaging
• Items returned after 7 days of delivery

07Custom & Bespoke Orders

Custom and bespoke orders are subject to the following additional terms:

• A 50% advance payment is required to confirm a custom order. The balance is due before dispatch.
• Measurement accuracy is the customer's responsibility. We are not liable for ill-fitting garments due to incorrect measurements provided by the customer.
• Minor design variations from reference images are inherent to handcraftsmanship and are not grounds for cancellation.
• One complimentary alteration is included with every bespoke order, subject to a fitting appointment at our Mumbai studio.
• Lead times quoted are estimates. Delays of up to 2 weeks beyond the stated timeline do not constitute a breach of contract and are not grounds for cancellation.
• Custom orders are non-cancellable once production has commenced.

08Intellectual Property

All content on our website — including designs, photographs, text, graphics, logos, the Bespokewala brand name, and the overall website design — is the exclusive property of Bespokewala Fashion and is protected under applicable Indian and international intellectual property laws.

• You may not reproduce, distribute, modify, display, or use our content for commercial purposes without our express written consent.
• You may not copy or imitate our designs, garments, or embroidery patterns.
• User-generated content (e.g. reviews) grants us a non-exclusive, royalty-free licence to use, reproduce, and display such content for marketing purposes.

09User Conduct

By using our website, you agree not to:

• Use the website for any unlawful purpose or in violation of these Terms.
• Submit false, misleading, or fraudulent information.
• Attempt to gain unauthorised access to any part of our website or systems.
• Use automated tools (bots, scrapers) to access, extract, or index our content.
• Post offensive, defamatory, or harmful content in reviews or communications.
• Misuse our return policy (e.g. wardrobing — purchasing, wearing, and returning items).

We reserve the right to block access to users who violate these conduct standards.

10Limitation of Liability

To the maximum extent permitted by applicable law:

• Our total liability to you for any claim arising out of or related to these Terms or your use of our website shall not exceed the amount you paid for the specific order giving rise to the claim.
• We are not liable for indirect, incidental, special, consequential, or punitive damages.
• We are not responsible for losses arising from force majeure events including natural disasters, pandemics, strikes, government actions, or internet outages.
• We do not warrant that our website will be uninterrupted, error-free, or free of viruses.

11Governing Law & Disputes

These Terms are governed by and construed in accordance with the laws of India, including the Consumer Protection Act, 2019, the Information Technology Act, 2000, and the Sale of Goods Act, 1930.

Dispute Resolution:

1. Informal Resolution: Please contact us at info@bespokewala.com before initiating formal proceedings. We aim to resolve disputes within 15 business days.
2. Consumer Forum: If informal resolution fails, you may approach the Consumer Disputes Redressal Forum applicable to your jurisdiction under the Consumer Protection Act, 2019.
3. Jurisdiction: For any dispute not resolved through the above, both parties agree to the exclusive jurisdiction of the courts located in Mumbai, Maharashtra, India.

12Changes to Terms

We reserve the right to modify these Terms at any time. We will indicate the date of the most recent update at the top of this page. For material changes, we will provide notice via email to registered users. Your continued use of our website after changes are posted constitutes your acceptance of the revised Terms. We recommend reviewing this page periodically.

13Contact Us

If you have any questions about these Terms & Conditions, please reach us at:

• Email: info@bespokewala.com
• Phone / WhatsApp: +91 75067 67452
• Address: Lotus Arc One (Arc One) Building, Monginis Lane, Off New Link Road, Andheri West, Mumbai, Maharashtra – 400053
• Business Hours: Monday to Saturday, 10:00 AM – 8:00 PM IST