Return & Exchange

Every Saad Bin Shahzad piece is made to order: it is cut, stitched and hand-finished for you after you place your order, in the size, style and options you choose. This policy explains how cancellations, returns and exchanges work for our made-to-order goods. It does not affect your statutory rights.

Made-to-order goods: no change-of-mind returns

All products on our website, including standard sizes, are made to order and customised for each customer. Under the Consumer Contracts Regulations 2013, the 14-day right to cancel does not apply to goods made to the consumer's specifications or clearly personalised. For this reason we do not accept cancellations, returns or exchanges for a change of mind, a change of size or a change of style once your order has gone into production.

EU customers: right of withdrawal

Under the EU Consumer Rights Directive (2011/83/EU), consumers in the European Union usually have 14 days to withdraw from an online purchase without giving a reason. This right applies to ready-made, off-the-shelf goods. It does not apply to goods made to the consumer's specifications or clearly personalised (Article 16(c) of the Directive). As every product on our website is made to order and customised for you, the right of withdrawal does not apply to our orders.

Damaged, faulty or incorrect items

Please check your order as soon as it arrives. If anything is damaged, faulty or not what you ordered, please reach out to our customer support team at support@saadbinshahzad.co.uk as soon as possible after delivery, with your order number and photos of the issue. Our team will review it and arrange a repair, replacement or refund where appropriate. Your legal rights for faulty goods, such as those under the Consumer Rights Act 2015 in the UK, are not affected.

Return shipping

Where a return or exchange is agreed, the cost of sending the item back to us is paid by the customer, unless the item is faulty or not what you ordered. Items must be unworn, unwashed and returned with all tags attached. Please do not send anything back before our team has confirmed the return and sent you the return instructions.

Care

For Pret, it is advised to be hand-washed only. Dry cleaning is recommended for formal and bridal wear.

Questions

For anything about your order, please reach out to our customer support team at support@saadbinshahzad.co.uk.