At BITHIAH, every piece is carefully made to order with attention to fit, quality and detail. Because our pieces are produced specifically for each customer, we have a few guidelines regarding returns, exchanges and refunds.

1. MADE-TO-ORDER PIECES

Most BITHIAH pieces are made to order. Once production has commenced, orders cannot be cancelled simply due to a change of mind, change of event plans, or change of preference.

Please ensure you confirm your preferred design, colour and size before placing your order.

2. SIZE & FIT

Customers are responsible for providing accurate measurements and selecting the appropriate size.

If a garment does not fit because incorrect measurements or an incorrect size was provided by the customer, the item will not qualify for a refund.

Where possible, BITHIAH may offer an alteration service at an additional cost.

3. WRONG OR DEFECTIVE ITEMS

We take responsibility when an error occurs on our part.

If you receive:

* The wrong design, colour or size;

* An item that is materially different from what you ordered; or

* A garment with a manufacturing defect,

please contact us as soon as possible after delivery.

We may request clear photographs or videos of the item so we can assess the issue.

Depending on the circumstances, BITHIAH may offer a repair, alteration, replacement or refund.

4. RETURN CONDITIONS

Where a return is approved, the garment must be:

* Unworn and unused;

* Free from stains, perfume, makeup or any other marks;

* In its original condition; and

* Returned within the timeframe communicated by BITHIAH.

Items that have been worn, washed, altered by another tailor or damaged after delivery may not qualify for a return or refund.

5. CUSTOMIZED ORDERS

Customized pieces, including alterations to our designs or customer-requested designs, are made specifically according to the customer’s instructions.

For this reason, customized pieces cannot be returned simply because the customer has changed their mind.

However, this does not affect your rights where an item is defective or does not conform to the agreed design or specifications.

6. REFUNDS

Where a refund is approved, it will be processed using the appropriate payment method and within the applicable processing period communicated by BITHIAH.

Delivery and return costs may be treated differently depending on the reason for the return.

7. ORDER CANCELLATIONS

Because our pieces are made to order, cancellation requests must be made before production begins.

Once production has commenced, cancellation may no longer be possible.

8. CONTACT US

If you have an issue with your order, please contact our customer service team with your order details and clear images of the item.

We are committed to handling every concern fairly and ensuring that your BITHIAH experience remains as beautiful as the pieces we create for you.