Refund & Cancellation PolicyLast Updated: May 27, 2026
1. OverviewAt TaylorWells Couture, every garment is crafted with extraordinary care, precision, and artistry. We stand behind the quality of our work and want every client to feel confident and satisfied with their purchase. This Refund & Cancellation Policy outlines the conditions under which refunds, returns, and order cancellations are accepted. Please read this policy carefully before placing an order.
2. Order Cancellations2.1 Ready-to-Wear ItemsOrders for ready-to-wear items may be cancelled within 24 hours of placement at no charge, provided the item has not yet been dispatched. To cancel, contact us immediately at support@taylorwellscouture.com with your order number. Cancellations requested after 24 hours or once an item has shipped will follow our standard return process.2.2 Made-to-Order GarmentsMade-to-order garments enter production shortly after the order is confirmed and deposit is received. Cancellation windows are strictly enforced:
Within 48 hours of order placement: Full refund of any amount paid, no questions asked
48 hours – 7 days after placement: 50% deposit is forfeited; any amount paid above the deposit will be refunded
After 7 days or once production has commenced: No cancellation is permitted; the full order value is non-refundable
2.3 Bespoke & Custom PiecesBespoke orders are entirely custom-crafted to a client's unique specifications. Due to the highly personalised nature of bespoke work:
Cancellations are only accepted within 24 hours of the consultation deposit being received
After 24 hours, the full deposit is non-refundable and no cancellation can be processed
Once fabric has been sourced or cutting has commenced, the entire order value is non-refundable
3. Refund EligibilityWe assess each refund request individually. The following conditions determine eligibility:3.1 Eligible for Refund
Ready-to-wear items returned within 14 days of delivery, unworn, unwashed, and with all original tags and packaging intact
Items with a confirmed manufacturing defect or damage caused during transit (must be reported within 48 hours of delivery with photographic evidence)
Orders cancelled within the permitted window as outlined in Section 2
Items significantly different from what was described or shown at the time of order
3.2 Not Eligible for Refund
Bespoke, made-to-order, or customised garments (unless a confirmed manufacturing defect exists)
Items that have been worn, washed, altered, or damaged by the customer after delivery
Accessories including headpieces, jewellery, clutches, and belts (for hygiene and safety reasons)
Sale items, promotional purchases, or items bought with a discount code greater than 20% off
Items returned after the 14-day return window without prior written authorisation from TaylorWells Couture
Natural variations in handwoven fabrics, hand-printed patterns, or dye lots — these are inherent characteristics of artisan textiles and are not defects
Garments made to incorrect measurements submitted by the customer
4. How to Request a Refund or CancellationTo initiate a refund or cancellation, please follow these steps:
Contact Us: Email returns@taylorwellscouture.com with your order number, full name, and a clear description of the issue. Include photographs if reporting damage or a defect.
Await Authorisation: Our team will review your request and respond within 2–3 business days with either an approval or a detailed explanation of why the request does not qualify.
Receive RMA Number: If approved, you will be issued a Return Merchandise Authorisation (RMA) number. This number must be clearly written on the outside of your return package. Returns without an RMA number will be refused and returned to sender.
Ship the Item: Securely package the item in its original branded box and garment bag. You are responsible for return shipping costs unless the return is due to a manufacturing defect or our error. We recommend using a tracked and insured courier — TaylorWells Couture is not responsible for items lost or damaged in return transit.
Refund Processing: Upon receipt and inspection of the returned item, your refund will be processed within 10–14 business days to the original payment method.
5. Refund Processing & TimelinesAll approved refunds are processed to the original payment method used at checkout. Processing timelines are as follows:
Refund TypeProcessing Time
Credit / Debit Card10–14 business days
PayPal3–5 business days
Bank Transfer5–10 business days
Store CreditIssued within 2 business days
Please note that while we process refunds promptly, your bank or payment provider may take additional time to reflect the credit in your account. TaylorWells Couture is not responsible for delays on the part of financial institutions.
6. ExchangesWe offer exchanges on eligible ready-to-wear items within 14 days of delivery, subject to stock availability. If the desired replacement item is of higher value, you will be charged the difference. If it is of lower value, the balance will be refunded to your original payment method. To initiate an exchange, contact us at returns@taylorwellscouture.com.For sizing issues on made-to-order garments caused by inaccurate measurements submitted by TaylorWells Couture, we will remake or alter the garment at no additional cost. Sizing issues arising from measurements provided by the customer do not qualify for a free exchange or remake.
7. Defective or Damaged ItemsIf your order arrives damaged or with a confirmed manufacturing defect, you must notify us within 48 hours of delivery by emailing support@taylorwellscouture.com with:
Your order number and full name
Clear photographs of the defect or damage from multiple angles
A written description of the issue
Upon verification, we will offer either a full refund, a replacement garment, or a complimentary repair at our discretion, depending on the nature of the defect. TaylorWells Couture will cover all return shipping costs for confirmed defective items.
8. Late or Missing RefundsIf you have not received your refund within the stated processing window, please take the following steps before contacting us:
Check your bank or payment account again — refunds sometimes take a few days to post
Contact your bank or card issuer — there may be internal processing delays on their end
If you have done both and still have not received your refund, contact us at support@taylorwellscouture.com with your order number and we will investigate immediately
9. Force MajeureTaylorWells Couture shall not be held liable for delays or inability to fulfil orders resulting from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, civil unrest, government restrictions, supplier disruptions, or postal and carrier failures. In such cases, we will communicate proactively and offer order deferrals, store credit, or refunds at our discretion.
10. Contact UsFor any questions or concerns about this Refund & Cancellation Policy, please reach out to our customer care team:
Email: support@taylorwellscouture.comReturns Email: returns@taylorwellscouture.comPhone: +1 (614) 555-0182Address: 850 Twin Rivers Dr #1930, Columbus, OH 43216, USAHours: Monday – Friday, 9:00 AM – 6:00 PM EST