RETURN AND EXCHANGE
BEFORE YOU ORDER
Please take a moment to review our Size Guide and select the size that best corresponds with your measurements. Our team is also available to assist with sizing or any questions you may have before placing your order.
Once an order has been confirmed, purchases are considered final and non-refundable. We encourage you to carefully review your size and order details before completing your purchase.
EXCHANGES (LIMITED CASES ONLY)
As a made-to-measure brand, we do not offer exchanges as the product was made with your provided measurements unless :
The wrong item was delivered, or
The item has a verified production issue on the dress
All exchange requests must be made within 48 hours of delivery.
REFUNDS
Refunds or store credit may only be considered in cases where an error or fault is determined to have occurred during production by our studio. All claims must be supported with clear photo and video evidence for review and approval.
We do not offer cash refunds. Where a refund claim is approved, eligible customers will receive store credit equivalent to the amount paid for the item, subject to the conditions outlined in our Returns & Exchanges Policy.
Approved Return Timeline
Once a return request has been submitted within 48 hours of receiving the item and subsequently approved following a review of the required photo and video evidence. Our team will inspect the item and a store credit will be processed if up to standard. The item must be returned to us within 5 working days of the approval date.
Failure to return the item within this timeframe may result in the cancellation of the approved return or exchange request.
CONDITION OF RETURNED ITEMS
To be eligible for an exchange, items must:
Be unworn and unused
Be in their original condition
Be free from perfume, deodorant, stains, or any additional scents
Be returned with their original packaging
Please note: Any item returned with signs of wear, damage caused after delivery, stains, or noticeable odours may be rejected and returned to the customer.
SIZING
Customers are responsible for:
Providing accurate measurements for made-to-measure orders, or
Selecting the appropriate standard size using our size chart.
We are not responsible for fit issues resulting from incorrect measurements provided by the customer or an incorrect size selection.
MEASUREMENTS & ALTERATIONS
Each piece is carefully made according to the size, measurements, and height provided when your order is placed. Please ensure all details submitted are accurate before completing your purchase.
Should alterations be required due to measurements provided at the time of ordering, the cost of alterations and any associated delivery or logistics fees will be the customer’s responsibility.
RETURN SHIPPING COST
For approved exchanges or returns, customers are responsible for the full cost of logistics, including the delivery of the item back to us and the subsequent delivery of the exchanged item back to the customer.
Customers are encouraged to use a reliable, trackable delivery service when sending items to us. Any customs duties, taxes, or additional charges incurred during the process are also the responsibility of the customer.
INCORRECT ITEMS
If an item is confirmed to have a damage, or a production issue ( wrong sizing , wrong color) caused by us, Naya Peters will take responsibility for the reasonable return and redelivery logistics required to resolve the issue. All items are inspected, prepared, and carefully packaged before dispatch.