Exchange and Return
Transparency is really important to us, and it helps our process to go as smoothly as possible. We, therefore believe in strict documentation of every single detail. As such, we want to make sure you understand the policies, terms and conditions regarding your dress order, so here are a few reminders. Let us know if you have ANY questions.
Order Period & Confirmation
BE ON THE LOOKOUT FOR AN EMAIL FROM OUR TEAM @ EM BY MAHWISH WITH ALL OF YOUR ORDER DETAILS. LET US KNOW WITHIN 10 DAYS IF YOU HAVE ANY CHANGES TO MAKE IN WRITING VIA EMAIL OR BY YOUR PRESENCE AT OUR STUDIO.
The “order period” begins at the time of purchase, with 50% advance payment made, and ends when the customer has received the garment in hand, after full payment. The customer will receive a copy of order confirmation by Em via email after receiving the advance payment and the order form, filled and signed by the customer and designer mainly. It is the customer’s responsibility to review the order and notify the team @ Em within 10 days of receipt via EMAIL or BY PERSONALLY VISITING THE STUDIO, if there are any errors or changes that need to be made prior to placing the order with Em. If we do not receive any notification through the mentioned channels that changes need to be made, the order will be considered ready to be placed with us. Once the order is placed with the design, colors, sizes, and styles cannot be changed.
Payment & Fees
IF YOU PAID A DEPOSIT, BE READY TO PAY YOUR BALANCE AS SOON AS YOUR DRESS IS READY FROM EM.
A deposit is required at the time of purchase equaling 70% of the total sale, including sales tax and fees. Length, sizing, rush, and fabric fees vary accordingly on your request. Large sizes will be charged at 10% additional and Extra Large and above will be charged at 15% additional to the price of the dress mentioned. It is upon our designer’s discretion to charge extra fees if the client chooses our customised boxes to deliver and store their dresses. Generally, the dresses are delivered in a breathable dress bag, neatly hung on a hangar, completely free of cost. An extra bag on demand will be charged. It is thoroughly the client’s responsibility to notify in advance in WRITING or EMAIL if she needs any other customisable accessories. Nothing is UNDERSTANDABLE unless communicated through proper channels or means. The fees for such items will solely be based on designer’s discretion. Upon completion of the order, the client is responsible to pay the balance first before the collection. Deliveries and shipping, locally, nationally or internationally will be charged according to the preferred logistical & procurement companies.
No Returns, Refunds or Exchanges
DRESSES ARE MADE-TO-ORDER, SO ONCE YOU PURCHASE THE DRESS, IT’S YOURS – NO MATTER WHAT – EVEN IF THE EVENT OR YOUR PARTICIPATION IN THE EVENT IS CANCELED.
NO EXCEPTIONS. Em by Mahwish maintains a made-to-order status on all dresses and accessories. These items are FINAL SALE and cannot be returned to Em. Regardless of when the order is to be placed with our designer, the customer cannot be refunded any monies for her purchase. Em by Mahwish is not responsible for canceled weddings or events, or any reason why the customer may no longer require the dress.
Photo & Marketing Release
SINCE WE COMMUNICATE VIA EMAIL/IN WRITING OR TEXT REGARDING YOUR ORDER, IT’S IMPORTANT THAT YOU ARE ON OUR MARKETING LISTS THROUGHOUT THE ORDER PERIOD.
The customer agrees to grant to Em by Mahwish and its authorized representatives permission to record on photography film and/or digital video, pictures of the customer’s participation. The customer further agrees that any or all of the material photographed may be used, in any form, as part of any future publications, brochure, or other printed, digital, or social media materials used to promote Em by Mahwish, and further that such use shall be without payment of fees, royalties, special credit or other compensation. The customer may revoke this authorization only by informing Em in writing. Occasionally, Em will send the customer marketing messages and/or materials. The customer must stay subscribed to our marketing lists throughout the order period in order to receive proper notification of pick up availability or shipment tracking. Please notify Em to be removed from our marketing lists.
Colour Selection
SWATCHES AND SAMPLES SHOULD GUIDE YOUR COLOR MAKING DECISION, BUT THEY CAN VARY SLIGHTLY FROM THE ULTIMATE PRODUCT DUE TO DIFFERING DYE LOTS.
Em by Mahwish is not responsible for dye lots of fabric swatches or in studio samples. Swatches and samples may be used as a guideline for color, however our designer may use a different dye lot for swatches and samples than the actual garment ordered, and the color could vary slightly from the swatch or sample seen in store. Em is not responsible for colors the customer views online. Computer monitors can skew colors greatly darker or lighter. It is customer’s responsibility to take time out to book an appointment for this purpose, to wisely choose and discuss the fabric and the colour of the dress with the designer and her team at her studio.
Sizing & Measurements
WE WILL RECOMMEND AND MEASURE A SIZE FOR YOU ACCORDING TO OUR DESIGNER’S PERSPECTIVE, BUT IT’S ULTIMATELY YOUR DECISION WHAT SIZE YOU ORDER. WE ARE NOT RESPONSIBLE FOR WEIGHT GAIN OR LOSS, PREGNANCY OR MEASUREMENTS NOT TAKEN AT OUR STUDIO.
Em by Mahwish recommends a size based upon the customer’s measurements at the time of purchase in the presence of the designer and her team. We typically recommend the size associated with the largest measurement. We highly recommend that if the customer is between sizes, she choose the larger of the two to allow for a custom fit at the time of alterations. The customer is ULTIMATELY responsible for the size ordered. Em is not responsible for weight changes, pregnancy or other changes in sizing during the order period. WE NEED TO BE INFORMED IN WRITING/EMAIL of any changes in the dress. We will not cater any phone call or text messages for the sole purpose of changes in the dress. If the customer is not able to be measured in studio, Em recommends that she be professionally measured by a reputable tailor. Em by Mahwish will make all attempts to make a recommendation prior to purchase where requested. However, where some orders that Em cannot make a recommendation for, Em will inform the customer accordingly. Please ensure, Em by Mahwish is not responsible for measurements taken outside of our studio or the ultimate fit of the dress ordered based upon these measurements.
Alterations
WE CAN MAKE ALTERATIONS FOR YOU UP TILL TWO MONTHS OF PURCHASING THE DRESSES AT NO EXTRA COST. THOUGH, DRESSES ARE CUT ACCORDING TO YOUR MEASUREMENTS AT THE TIME OF THE PURCHASE CONFIRMATION, WE WILL HELP DETERMINE WHAT YOU’LL NEED DURING SIZING.
Garments are cut according to the customer’s specific measurements, therefore, alterations are almost always not so necessary. However, Em by Mahwish offer alteration services, up till two months after purchase absolutely free of cost to our customers. After two months, if customers need alterations, we will charge accordingly.
Dye Lot Guarantees & Production Schedule
TO GUARANTEE DYE LOT, WE WILL HOLD YOUR ORDER UNTIL THE ENTIRE PARTY’S HAVE BEEN SUBMITTED.
DYE LOTS VARY, SO IN ORDER TO ENSURE ALL DRESSES LOOK THE SAME IN THE PARTY, WE GROUP ORDERS TOGETHER SO THEY ARE CUT FROM THE SAME BOLT OF FABRIC. YOUR ESTIMATED SHIP DATE WILL BE BASED UPON THE LAST ORDER SUBMITTED.
If the customer’s order is part of a larger party, Em will hold placing the order with the designer until the entire party’s orders have been submitted. This is to ensure the dye lot does not vary amongst all garments in the party. This means that when the first customer in a party orders two months before the last customer orders in a party, the first customer’s order will follow the same production schedule as the last customer’s order. Dye lots are only guaranteed for identical/similar styles and/or fabrics, based upon the final decision of our design team. Even if the dye lot will not be guaranteed, orders are typically held until the entire party has ordered, though Em reserves the right to split the order for any reason. If a customer requires a remedy, Em are not responsible for replacement of the entire party’s order, regardless of the dye lot.
Estimated Delivery/Ship Dates
DELIVERY/SHIP DATES ARE ESTIMATED. MAKE SURE YOU ALLOW ENOUGH TIME TO RECEIVE THE DRESS IN HAND. ONCE YOUR ORDER IS PLACED WITH OUR DESIGNER, WE’LL NOTIFY YOU OF YOUR ESTIMATED SHIP DATE. THEY’RE TYPICALLY 12-14 WEEKS OUT, BUT DELAYS CAN OCCUR, SO MAKE SURE THAT GIVES YOU ENOUGH TIME FOR ALTERATIONS BEFORE YOUR EVENT.
Em recommends ordering at least 3-4 months in advance of the wear date. Creativity takes time. Production typically takes 12 – 14 weeks. Once an order is placed, Em will notify the customer of the ESTIMATED delivery/ship date. While many are accurate within a week or two, there are varying circumstances that can delay the dress’s arrival in studio including, but not limited to weekends, holidays, natural disasters/inclement weather, fabric availability from locally/nationally sourced vendors, and logistics. After that, allow 5 – 7 business days for in-state shipping and 10 – 15 days for out-of-state shipping. Em does not guarantee ship dates. It is the customer’s responsibility to allow enough time to receive the dress in hand.
Pick up
WE’LL EMAIL WHEN YOUR DRESS HAS BEEN RELEASED FOR PICK UP. WE SUGGEST YOU PICK UP YOUR OWN DRESS SO WE CAN ADDRESS ANYTHING BEFORE THE DRESS LEAVES THE STUDIO.
Em will notify the customer once the dress is ready for pick up. We do not release orders until the entire party has paid in full. We highly recommend the customer allow time to try the garment on at pick up so that we can address any fit or garment issues before it leaves the studio. As such, we schedule 15 minutes for pick up appointments to ensure that the designer or a member of her team are available. The customer will be required to sign a waiver releasing Em of any responsibility regarding any issues with the order once the dress leaves the studio. Pick up must occur within 21 days unless prior special arrangements are agreed upon in writing. Orders not picked up within 21 days become the property of Em and no refund shall be given to the customer. We highly recommend that the customer pick up her own order, however we do allow surrogate pick ups for convenience. If someone other than the customer is picking up an order, the customer MUST fill out a pick up form or INFORM IN WRITING WITH SIGNATURE beforehand authorizing the surrogate to pick up her order and sign her waiver releasing Em of any responsibility once the dress leaves the studio.
Shipping
MAKE SURE YOUR DRESS IS SENT TO A SAFE PLACE WHERE YOU WILL RECEIVE AND OPEN IT IMMEDIATELY. TIME IS CRITICAL IF WE NEED TO ADDRESS ANYTHING.
We do not ship orders until the entire party has paid in full. Our standard shipping service requires a signature upon delivery for the customer’s protection. The customer may waive a signature requirement for greater convenience, but it is not recommended. Regardless, Em is NOT responsible for any loss of or damage to the package. If the package is returned to Em for any reason, the customer will be charged another shipping & handling fee to reship. Em is not responsible for customers who move and do not inform team Em of the new address. The customer must open, inspect package contents and notify team Em of any dress or order issues within 3 days of receipt.
Final Sale
ALL SALES ARE FINAL & BINDING.
BY SUBMITTING YOUR ORDER FORM, YOU AGREE TO ALL OF THE STATED POLICIES, TERMS & CONDITIONS IN THE CONTRACT.
All sales are final on the day this form is submitted, and there are no refunds regardless of circumstances.
I understand and agree with all the policies, terms and conditions stated in this contract. I understand this form legally binds me to paying in full for the order placed. I agree to pay the invoice total amount according to the mode of payment agreed upon initially.
Customer Initials:
Designer/Team Personnel @ Em Initials:
Customer Signature:
Designer/ Team Personnel @ Em Signature:
THANK YOU ONCE AGAIN FOR THINKING OF EM BY MAHWISH TO DRESS YOU FOR YOUR SPECIAL OCCASION.