Refund Policy

Last updated: 25 September 2026

3LATO operates as a bespoke and made-to-measure atelier. Every garment is individually created or tailored specifically to the client's measurements and specifications before dispatch.

Because all pieces are custom-made or tailored to individual order specifications, purchases are exempt from standard statutory cancellation and change-of-mind return rights under applicable consumer protection legislation (including the UK Consumer Contracts Regulations 2013, Regulation 28(1)(b) for bespoke and personalized goods).

We hold the right to assess all customer requests on an individual basis, and we are committed to ensuring every piece meets our exacting standards of craftsmanship.

1. Made to Measure & Custom Orders

Whether you order through a limited drop, a ready-to-ship listing, or a bespoke commission, your piece is tailored or crafted specifically for you. Because materials are committed and garments are cut or altered to individual measurements, standard change-of-mind returns, exchanges, and cancellations are not accepted once tailoring or production has commenced.

We do not run sale events or discounted clearance lines. All pieces are crafted at full value under consistent atelier terms.

2. Sizing Confirmation Before Dispatch

Sizing or tailoring confirmation is required before production or dispatch can begin. Clients must provide accurate measurements or fit details promptly upon purchase within the timeframe requested.

Production and dispatch begin once required sizing information is verified. Any delay caused by late or incomplete sizing information may reschedule dispatch accordingly.

3. Damaged, Defective, or Incorrect Items

Every piece undergoes careful quality inspection and is securely packaged before dispatch.

If an item arrives damaged in transit, defective in materials or construction, or materially differing from confirmed order specifications:

• Contact our team at care@custom.3lato.com within 48 hours of delivery.
• Provide your order number, a clear description of the issue, and detailed photos.

We hold the right to review each situation individually. Upon verification, 3LATO will provide an appropriate remedy, which may include complimentary atelier alteration, repair, remake/replacement, or a refund where a replacement or repair is not possible.

Problems caused by third-party alterations, accidental damage, misuse, or failure to follow garment care instructions are not eligible for complimentary alteration or refund.

4. Fit Consultations & Atelier Alterations

We work closely with clients to achieve an exquisite fit. If there is a significant discrepancy against the confirmed measurements provided, 3LATO reserves the right to review the garment and offer complimentary atelier adjustments.

5. Deposits and Approved Split Payments

For orders involving an agreed deposit or approved split-payment arrangement confirmed in writing:

• Deposits and progress payments become non-refundable once fabric cutting, sourcing, or atelier production time has been committed.
• Full balance payment is required prior to courier dispatch.

6. Statutory Rights

Nothing in this policy limits or affects your statutory legal rights under the UK Consumer Rights Act 2015 or applicable local consumer protection legislation in the event that goods are faulty or misdescribed.

7. Delivery & Refused Shipments

All orders are dispatched using tracked and insured courier services. If delivery is refused without prior written authorization from 3LATO, shipping and handling costs incurred may be deducted from any eligible credit or resolution, where permitted by law.

8. Client Care Contact

For any questions regarding sizing, orders, or policies, please contact:
Email: care@custom.3lato.com
*Support hours: Monday to Friday. We respond to email enquiries within 24–48 hours.*