Terms of Service

• A 75% non-refundable deposit is required to commence production on all customized or bespoke orders and the balance paid at least 24 hours prior to the collection or delivery date.
• Standard production takes 7-14 days.
• An additional 30% of total cost is required on all express orders!
• All sales items require full payment to confirm order and for delivery.
• Due to our kind of business, alteration services are seldom welcome. A fixed deposit will be demanded to process order.

Delivery

We offer worldwide delivery to any location at a fee. Please contact us should you require a quote separately for delivery.
All delivery fees paid by you are subject to the following conditions:

• Acceptance of the outfit at the venue indicates that it has been delivered and made in good condition. Where delivery is required, anyone at the delivery address who receives the goods will be considered as being authorised by you to act on your behalf to receive the goods.
• We accept no responsibility for loss or damage to the goods after delivery has occurred.
• As a general rule, we will photograph your outfit at our studio/venue as evidence that the outfit has been delivered and produced in good condition (except otherwise agreed). These photos may be reproduced or used by us for marketing/promotion purposes at our sole discretion with no compensation payable to you.
• No responsibility can be accepted by us for any mishandling of the outfit or embellishments (new or otherwise) if these conditions are met.

Collection

Subject to suitable arrangements being made in advance you are welcome to pickup your outfit from us. If you, or someone representing you, chooses to pick up the outfit, you assume all responsibility and liability for the outfit as soon as it leaves our possession.
Outfits will generally be packed however all risk and liability for transporting outfits are assumed by you.

Refunds / Exchanges

• Due to the handcrafted nature of our products, we are unable to provide refunds or exchanges for custom orders.
• Once you or a designated party has picked up an order and signed for it, it is considered “accepted” – we will ask to make sure that everything is correct such as the design, fittings, embellishments, colour, fabric etc.
• Refunds requested due to styling, colour or general design will not be honored after collection of your outfit. In some instances, you may bring the outfit back in for fitting or design adjustments but this is an additional charge if the outfit has been signed for and measurements match what you have provided us.
• All products are the responsibility of the customer once it leaves our studio. We are not responsible for any damage occurring to the outfit during transport, set-up or any time thereafter. You will be given instructions on how to handle your outfit upon pick up. Keep in mind that fabrics are very fragile and damages can happen if not handled properly – such as tears, bleaching etc. We only give refunds in accordance with refund policies stated below.
• Styling is subjective. You may qualify for a percentage of a store credit if the product is brought back and the fitting or quality of the fabric is determined to not meet our standards. Please call or email us promptly to let us know of the issue. Quality determination is solely at the discretion of HazelGrace Styles . Please understand that we cannot issue refunds for outfits that have already been worn.
• Store credit percents are based on how quickly the outfit is returned. Store credits of any kind will not be issued to customers who do not contact us within 24 hours.

• If you come to our store for pick up or if upon delivery the outfit does not meet your expectations due to sizing, we will give you a refund or fix it (minus 25% handling/cancellation fee). This excludes outfits on sale. This refund will be given as a store credit (no cash/money refunds will be given)
• NOTE: If we give you a refund, you CANNOT keep the outfit. You can only get the refund if you refuse to “accept” the outfit. We will NOT negotiate a partial refund if you keep the outfit. This is a “take it, or leave it” policy. We are not responsible for any expense you may incur for replacing our outfit.
• We do not give refunds under any other circumstances. Refunds are only given within 7 days.

Cancellation / Changes

• Changes and cancellations to retail orders are accepted under 72 hours (3 days) upon order.
• No refunds will be provided for any payments made on the order after then no matter the amount - if canceled at least 42 hours in advance we will be happy to transfer any payment made on that order to another order within one month from that date. We will provide no other refunds regardless the circumstances.
• Bespoke outfits require at least one week’s notice if changes want to be made to the outfit, to change the date, or to cancel. You will be required to pay the full amount if the order is cancelled with less notice. This does not apply to orders that have contracts.