FAQ
Q1. How does 'Made to Measure' work?
'Made to Measure' outfits are bespoke to your dimensions for a perfect fit, every time. Simply follow these 3 easy steps:
-
Place your order on our website
● Click the 'Made to Measure' option when viewing an item.
● Complete checkout securely online. -
Receive your personalized 'Photo Measurements Guide'
● We'll email a guide showing which measurements we need for a perfect fit. -
Email back your completed 'Photo Measurements Guide'
● Once we receive your measurements and clarify any questions, your bespoke outfit will be made.
Note: You only need to do this once — measurements are saved for future orders.
Q2. Do you have a physical store that I can visit?
No. Being online-only allows us to offer the best designer wear worldwide, in quality fabrics and at competitive prices. We also offer an Easy Exchange Policy on eligible orders (see our Refund & Exchange Policy).
Q3. What payment methods can I use?
All payments are processed securely through a known gateway. We accept Visa, Mastercard, and American Express, along with Apple Pay and Google Pay where available.
Q4. How safe is my personal information?
We follow strict UK data protection regulations. All personal information is confidential and never shared. See our Privacy Policy for details.
Q5. How long does delivery take?
Delivery timelines depend on your location. See our Shipping & Delivery page for estimates. We can sometimes expedite but cannot refund delays due to customs.
Q6. Can I pay for Fast-Track Production?
Yes. Fast-Track moves your order to the front of the queue, but customs delays are still outside our control. Fast-Track payments are made at checkout.
Q7. Is my package insured? Do I need to sign?
Yes. Purchases are insured for damage/theft and require a signature upon delivery. Certain countries are not covered; see full details in your shipping confirmation.
How much do I pay for delivery?
Delivery is free on all orders within India. For all other countries, delivery is free on orders over US$100 (or the local-currency equivalent); below this, a standard shipping fee is shown at checkout. Some international destinations may also charge local customs duties, payable to your local customs office.
Q8. Do you offer refunds?
We do not offer cash refunds. Instead:
- Within India: eligible items can be exchanged. If your requested size or design is unavailable, we issue store credit. Shipping and handling charges are non-refundable.
- International orders: returns and exchanges are not accepted. In eligible cases (such as a damaged or incorrect item), we provide store credit redeemable on our website.
Made-to-Measure, customised, and sale/promotional items are final and not eligible for exchange or credit. See our Refund & Exchange Policy for full details.
Q9. How can I track my order?
After ordering, you'll get an email with tracking info. Some couriers take up to 48 hours to update their system.
Q10. Can I cancel my order?
Made-to-Measure and customised pieces can be cancelled within 24 hours of placing the order; after this they enter production and cannot be cancelled. Ready-to-Ship items cannot be cancelled once the order is placed. Where a cancellation is accepted, the amount is issued as store credit.
Q11. What about delays due to unforeseen circumstances?
Delays can occasionally occur due to stock availability or circumstances beyond our control. In such cases we'll keep you informed by email and, where applicable, offer store credit. See our Refund & Exchange Policy for details.
Q12. Returns & Exchanges Process
- Inform Rngreza: Report any issue within 48 hours of delivery (within 24 hours for damaged or incorrect items), with clear photos where relevant.
- Authorisation: Wait for our Return/Exchange Authorisation before sending anything back.
- Shipping back: Use a registered courier and keep all tags and original packaging intact.
- Inspection: Our warehouse inspects the returned item.
- Resolution: An exchange, replacement, or store credit (no cash refund). International orders are eligible only for damaged or incorrect items.
Q13. Store Credit Value
Where store credit is issued, it covers 100% of the product value (including stitching where applicable). Shipping and handling charges are non-refundable. Return courier costs are borne by the customer unless the issue was caused by an error on our part. Store credit is non-transferable and valid for a limited period communicated at the time of issue.
