Made To Measure and Bespoke | Terms and Conditions
These Terms & Conditions apply to all Knatchbull made-to-measure (“MTM”) and Bespoke orders. By placing an MTM or Bespoke order, the client confirms acceptance of these terms.
Commercial principles
Knatchbull’s MTM service involves committing fabric, production capacity, labour, alterations and other costs specifically against an individual client order. The pricing, payment and cancellation arrangements are intended to ensure that these costs are appropriately recovered and that Knatchbull does not routinely absorb costs arising from client requested changes, cancellations, delays or additional requirements.
Any goodwill or commercial concession remains at Knatchbull’s discretion and does not create an entitlement for future orders.
1. Consultation, measurements and order confirmation
Our MTM service is based on the measurements, fit preferences, styling choices and other specifications agreed with the client during the consultation. The client is responsible for reviewing and confirming that the details recorded on the order are correct before the order is placed.
The final order specification may include, where applicable, fabric, colour, garment style, measurements, fit preferences, buttons, lining, monogramming, personalisation and other styling instructions. Once approved, this specification will be treated as the basis for production.
Once an order has been confirmed, any subsequent changes requested by the client may be subject to feasibility, additional lead time and additional charges, including the cost of further fabric or production where applicable.
2. Price and payment
The price payable for the MTM order will be confirmed at the time the order is placed. Any deposit or advance payment required will be communicated to the client before the order is confirmed.
The payment structure for each order may reflect the specific costs committed by Knatchbull, including fabric, production and other non-recoverable costs. Any deposit or advance payment will be confirmed to the client before the order is placed.
Production may not commence until any required deposit or advance payment has been received. Unless otherwise agreed in writing, the balance must be paid in full before the garment is released for collection or delivery.
Where payment is overdue, Knatchbull may suspend production, fitting or delivery until payment is received. Any resulting delay to the estimated completion date will not be the responsibility of Knatchbull.
Where additional costs arise from client requested changes or requirements after order confirmation, Knatchbull may require payment of those costs before the relevant work or production proceeds.
3. VAT, Sales Tax and Other Transaction Taxes
All prices and charges are exclusive of VAT, sales tax, duties and any other applicable taxes unless expressly stated otherwise.
Where VAT, sales tax or any other transaction tax is applicable to a sale, the client shall be responsible for the payment of such taxes in addition to the agreed price, unless Knatchbull has expressly confirmed in writing that the relevant tax is included.
Where a client requests, or otherwise causes, a transaction to be structured in a manner that results in Knatchbull becoming liable for VAT, sales tax, duties or any other tax or associated cost that would not otherwise have arisen, Knatchbull reserves the right to recover that additional cost from the client.
Any exemption, zero rating, export treatment or other preferential tax treatment is subject to the client providing the necessary and valid documentation and information required by Knatchbull or its advisers. Knatchbull shall not be responsible for any tax, penalty, interest or associated cost arising from incomplete, inaccurate or late information provided by the client.
Where the tax treatment of a transaction is subsequently challenged or amended by a tax authority, the client remains responsible for any additional tax, interest, penalties or reasonable costs incurred by Knatchbull to the extent that such liability arises from information, representations or actions attributable to the client.
4. Fabrics and natural variations
Fabrics are ordered specifically for each MTM commission. Natural fibres, woven materials, dyes and finishes may display minor variations in colour, texture, weave or appearance. Such characteristics are inherent to the material and do not, in themselves, constitute a fault.
Where an exact fabric is no longer available, Knatchbull will contact the client to discuss an appropriate alternative before proceeding.
5. Changes to specification and additional charges
The price confirmed at the time of order covers the garment and specifications agreed at that time. Any client requested changes, additional fabric, alterations outside the agreed MTM process, additional fittings or other services requested after confirmation may incur additional charges.
Where Knatchbull has already committed costs to fabric, production or other services specifically for the client’s order, the client may be responsible for those costs where they arise from a subsequent change or cancellation, subject to the cancellation provisions and the client’s statutory rights.
Knatchbull will notify the client of any additional charge and, where reasonably practicable, obtain the client’s approval before proceeding.
6. Cancellation and personalised goods
MTM garments are made to the client’s individual measurements and specifications and are therefore personalised goods.
Where Knatchbull has expressly agreed a seven-day cancellation period, a request to cancel must be made within seven days of the order being placed. If no non-recoverable costs have been incurred, the client will receive a full refund. If Knatchbull has already incurred non-recoverable costs in connection with the individual garment, those costs may be deducted from the refund, up to a maximum of 25% of the value of that individual garment.
Where an order contains multiple garments, any applicable deduction will be assessed by reference to the individual garment to which the non-recoverable cost relates, rather than automatically by reference to the total order value.
After the agreed cancellation period has expired, an MTM order cannot ordinarily be cancelled for a cash refund. The client has no entitlement to store credit; however, Knatchbull may, at its sole discretion and as a gesture of goodwill, offer store credit towards RTW or a future MTM purchase. This does not create an entitlement in respect of future orders.
Where an individual garment has been fully completed in accordance with the agreed specification, there is no entitlement to a refund or store credit for a change of mind. Knatchbull may nevertheless make an exceptional goodwill gesture at its sole discretion.
Nothing in this clause limits any statutory rights the client may have where goods are faulty, not as described, or otherwise fail to conform to the contract.
7. Fittings and alterations
MTM is an iterative process and one or more fittings may be required to achieve the agreed fit. The client agrees to attend fittings within a reasonable timeframe and to provide accurate feedback during the fitting process.
Reasonable alterations required to achieve the fit agreed at the initial consultation will be undertaken as part of the MTM process. Alterations arising from a change in the client’s measurements, weight, posture, preferences or styling instructions after the order has been placed may be chargeable.
Where a requested alteration materially changes the original specification or requires additional fabric, Knatchbull will advise the client of any additional cost before proceeding.
Where appropriate, Knatchbull may propose alteration, repair, remake or replacement as the appropriate remedy for an issue with a garment, subject always to the client’s applicable statutory rights.
8. Client attendance and changes in measurements
The client is responsible for attending agreed fitting appointments within the timeframe reasonably requested by Knatchbull. Delays caused by missed, cancelled or postponed fittings, or by the client being unavailable to attend, may extend the estimated completion date.
9. Lead times
Our standard estimated MTM lead time is approximately 12–14 weeks from confirmation of the order, although timings may vary depending on fabric availability, production, shipping, customs, fitting requirements and other circumstances outside Knatchbull’s reasonable control.
Any delivery date or completion date provided is an estimate unless expressly confirmed otherwise in writing. Knatchbull will use reasonable endeavours to keep the client informed of material delays.
Bespoke orders are made to the customer’s individual specifications and are produced through a fitting-led process. Timelines may vary depending on garment complexity, fabric availability, production capacity, client availability for fittings and whether further fittings, adjustments or finishing work are required.
Knatchbull reserves the right to amend any estimated completion date where reasonably necessary to protect the quality, fit, finish or integrity of the garment.
10. Assessment and remedies
If a client believes that an MTM garment does not conform to the agreed order, the client should notify Knatchbull promptly and allow us a reasonable opportunity to inspect the garment.
Where appropriate, Knatchbull may propose alteration, repair, remake or replacement as the appropriate remedy, subject always to the client’s applicable statutory rights. The appropriate remedy will depend on the nature of the issue and the circumstances of the order.
11. Collection, delivery and storage
Once a garment is ready for collection or delivery, Knatchbull will contact the client using the details provided. The client is responsible for providing accurate delivery information and for arranging collection or accepting delivery within a reasonable period.
Where completed garments remain uncollected for an extended period despite reasonable attempts to contact the client, Knatchbull may arrange storage and may charge reasonable storage or redelivery costs where appropriate. Knatchbull will not dispose of a client’s garment without taking reasonable steps to contact the client first.
12. Changes in measurements
MTM garments are produced using the client’s measurements and fit requirements recorded during the ordering and fitting process. Knatchbull cannot be responsible for changes in fit caused by subsequent changes in the client’s weight, body measurements, posture or personal fit preference.
Any alterations required as a result of such changes may be subject to an additional charge.
13. International orders, taxes and customs
For orders delivered outside the UK, the client may be responsible for applicable import duties, taxes, customs charges, brokerage fees or other charges imposed by the destination country, unless expressly stated otherwise at the time of purchase.
Knatchbull is not responsible for delays arising from customs clearance or actions of customs authorities.
14. Client-supplied materials
Where a client provides fabric, garments, materials or other items for incorporation into an MTM garment, Knatchbull will not be responsible for defects, weaknesses, colour variations, shrinkage or other characteristics inherent in those materials.
Knatchbull may decline to use any client-supplied material where, in its reasonable opinion, it is unsuitable for the intended garment.
15. Garment care
The client is responsible for following the care instructions provided with the garment. Knatchbull cannot be responsible for damage resulting from incorrect cleaning, storage, alterations or other treatment inconsistent with the care instructions.
16. Ownership and release
Unless otherwise agreed in writing, title to the garment will pass to the client upon receipt of payment in full. Knatchbull may retain possession of the garment until all amounts due in respect of the order have been paid.
17. Circumstances where Knatchbull cannot complete an order
If Knatchbull is unable to complete an order due to circumstances which make production of the agreed garment impossible, Knatchbull will notify the client as soon as reasonably practicable and discuss available options, which may include an alternative specification, replacement fabric or cancellation and refund of amounts properly due.
18. Liability
Knatchbull does not exclude or limit liability where it would be unlawful to do so. Subject to this, Knatchbull will not be responsible for losses that were not reasonably foreseeable when the contract was formed or for delays or failures caused by circumstances outside its reasonable control.
Nothing in these Terms & Conditions excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or restricted.
19. Statutory rights
Nothing in these Terms & Conditions affects the client’s statutory consumer rights. If any provision of these Terms & Conditions conflicts with rights that cannot lawfully be excluded or restricted, those statutory rights will prevail.
20. Intellectual property and design
All Knatchbull designs, patterns, specifications, imagery, branding and other intellectual property remain the property of Knatchbull or its licensors, as applicable. No rights in such intellectual property are transferred to the client by the purchase of an MTM garment.
21. General
These Terms & Conditions should be read together with the confirmed order details and any specific written terms agreed with the client. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in effect.
22. Governing law
These Terms & Conditions are intended as an operational draft and any contract between Knatchbull and the client shall be governed by the laws of England and Wales, subject to any mandatory consumer rights that apply to the client.
