Returns & refunds
A made-to-measure dress cannot be sold to anyone else, so we cannot take a change-of-mind return. What we do stand behind โ fit, colour, design and workmanship โ is set out below, with the exact windows and who pays the postage.
Last updated: 22 October 2026
The short version
Every dress is cut for one skater. Once it exists, it fits nobody else โ so we cannot accept a return because you changed your mind, ordered the wrong size on purpose, or found something you preferred. We are direct about that here rather than after the parcel arrives.
What we do cover, without argument: the dress does not fit, the wrong colour or design arrived, or there is a fault in the workmanship.
What is covered, and for how long
- Free alterations
- 30 days from delivery. If the fit is off, send measurements and photos; we will alter the dress, or remake it if the mistake was ours.
- Report a problem
- Within 10 days of delivery. After that we can still help, but we cannot treat it as a transit or production fault.
- Wrong item or colour
- Covered in full โ we remake or refund, and we pay the return postage.
- Workmanship fault
- Covered in full โ a seam that opens, a stone that falls, a hook that pulls out. Send a photo; small repairs we usually ask you to have done locally and we cover the cost.
Who pays the postage
- Our mistake (wrong item, wrong colour, fault, or a size we cut wrong from the numbers you sent): we pay return postage both ways, or we remake and ship again at our cost.
- Numbers that were not what you meant to send (you measured differently from the guide, or the measurements changed after the order): the alteration inside the 30-day window is free, but the postage both ways is yours.
How to start a return
- Email [email protected] with your order number in the subject.
- Attach two or three photos โ the dress on, the problem area, and the label or packaging if the parcel was damaged.
- We answer within two business days with one of three outcomes: alter it locally, send it back to us, or remake it. Do not post anything back before you have that answer, or we cannot guarantee it reaches the right person.
Refunds
Refunds go back to the PayPal account that paid, in US dollars, usually within five business days of us agreeing the refund. PayPal's own clearing time after that is outside our control. Points spent on an order are returned to your balance at the same time.
If an order is cancelled before the fabric is cut it is refunded in full. Once cutting has started the fabric is committed, so we will discuss what is still possible rather than quote a percentage at you.
Not returnable
- A dress that has been worn on the ice, washed, or altered by someone else.
- A dress damaged after delivery (caught on a blade, snagged in a bag, stained).
- Custom lettering or club branding once the embroidery has been applied.
- Digital items and gift cards.
Alterations, exchanges and remakes follow the same route: email us first, with the order number and photos. Everything about making and delivery times is on Shipping & delivery.