Refund policy

Effective Date: 25 March 2026


At House of Maryam, we are committed to providing authentic Pakistani designer fashion with exceptional customer service. Every garment is prepared with great care and attention, and many of our products are individually produced, sourced, stitched, or finished after an order is placed.

Our aim is to maintain a policy that is fair to both our customers and our business. We believe in resolving genuine concerns quickly and transparently while recognising the custom, handcrafted, and made-to-order nature of designer garments.

By placing an order through House of Maryam, you acknowledge that you have read and agreed to this Refund, Return & Cancellation Policy together with our Terms & Conditions.

1. Our Commitment

Customer satisfaction is extremely important to us. Every order passes through quality inspection before dispatch, and our team remains available before, during, and after your purchase.

We understand that purchasing luxury designer clothing online requires trust. For this reason we strive to:

  • Provide accurate product descriptions and photographs.
  • Offer guidance before ordering whenever required.
  • Inspect every order before dispatch.
  • Resolve genuine issues fairly and promptly.
  • Treat every customer with respect and professionalism.

Likewise, we kindly ask customers to review product descriptions carefully and contact us before ordering if any clarification is required.

2. Made-to-Order Garments

Unlike mass-produced clothing retailers, the majority of House of Maryam garments are prepared specifically for each order.

This includes:

  • Designer orders placed specifically for your purchase.
  • Custom stitching.
  • Standard size stitching.
  • Fabric preparation.
  • Quality inspection.
  • Finishing and packaging.

Production often begins shortly after your order has been confirmed. As a result, cancellations, returns and refunds are more limited than those offered by retailers selling ready-made stock.

Where applicable under consumer protection legislation, your statutory rights remain unaffected.

3. Before You Place Your Order

We encourage every customer to carefully review the following before placing an order:

  • Designer name.
  • Product description.
  • Fabric details.
  • Embroidery style.
  • Dress length.
  • Dispatch timeframe.
  • Estimated delivery timeframe.
  • Included accessories.
  • Size guide.

If you are ordering from a particular designer for the first time and have any questions regarding sizing, finishing or craftsmanship, our team will be happy to assist before your purchase.

4. Sizing, Measurements & Fit

Fit is one of the most common concerns when purchasing clothing online. To help achieve the best possible result, customers may provide their body measurements before production begins.

Our tailoring team does not stitch garments to exact body measurements. Instead, appropriate tailoring ease is added depending on the style of the outfit, allowing for comfortable movement while maintaining the intended designer silhouette.

For example, a customer with a 38-inch chest measurement will generally receive a garment with an approximate finished chest measurement of around 40 to 41 inches depending on the style selected.

This is standard tailoring practice and should not be interpreted as incorrect sizing.

Where possible, alteration margin is also provided inside stitched garments to allow a local tailor to perform minor adjustments after delivery if desired.

As every stitched garment is individually prepared for your order, returns or refunds cannot be accepted due to:

  • Personal fit preference.
  • Choosing an incorrect size.
  • Weight changes.
  • Preference for a tighter or looser fit.
  • Body proportions differing from standard designer patterns.

If you are unsure which size to order, please contact us before placing your order. We are always happy to assist.

5. Dress Length & Alterations

Some product pages invite customers to provide their height. This information is collected as a sizing reference to assist our production team during order review. Providing your height does not automatically alter the garment length.

Garments are produced according to the designer's standard panel length, the product specification, or an approved custom length where applicable.

Many Pakistani designer outfits feature embroidered borders, digital prints, hand embellishments, or motif placements that limit the extent to which the length can be altered without affecting the original design.

Where a customer requests a custom length, we will accommodate the request wherever reasonably possible. If the requested length cannot be achieved due to design, embroidery layout, fabric limitations, or other production constraints, we will contact the customer before production to discuss the available options.

Where a fixed garment length is stated on the product page, that measurement forms part of the product specification unless otherwise agreed in writing.

Minor measurement tolerances that are customary in garment manufacturing do not constitute a manufacturing defect.

6. Designer Craftsmanship & Natural Variations

House of Maryam proudly supplies authentic Pakistani designer garments.

Many collections are handcrafted using embroidery, beadwork, sequins, pearls, crystals, lace, digital printing and artisan finishing techniques.

As a result, small variations naturally occur between production batches.

The following are considered normal characteristics rather than defects:

  • Slight colour variation due to lighting or screen settings.
  • Minor embroidery placement differences.
  • Handcrafted embellishment positioning.
  • Natural fabric texture.
  • Minor loose finishing threads.
  • Small measurement tolerance.
  • Slight lace or border positioning differences.
  • Hand-finishing characteristics.

Loose finishing threads are a normal part of garment manufacturing and can usually be trimmed carefully without affecting the integrity of the garment.

Such characteristics are common within luxury handcrafted garments and are not considered manufacturing defects.

If you are purchasing from a particular designer for the first time, we encourage reviewing the designer's signature aesthetic before placing an order.

7. Embellishments, Tassels & Accessories

Every embellished garment is inspected by our quality control team before dispatch.

Sequins, pearls, crystals, tassels, buttons and decorative accessories are checked to ensure they are securely attached at the time of shipment.

Because embellishments are delicate by nature, customers should handle embroidered garments carefully during wear, storage and transportation.

Where spare tassels, buttons, pearls, beads or embellishments are included inside your parcel, they are provided solely as a complimentary goodwill gesture for future maintenance.

The inclusion of spare embellishments does not indicate that the garment was dispatched damaged or incomplete.

Minor repairs using the supplied spare embellishments may occasionally become necessary during the lifetime of a handcrafted garment and are considered normal garment care.

8. Authenticity & Labels

House of Maryam supplies authentic designer garments.

Depending on the designer, production process and stitching method, garments may contain:

  • The original designer neck label.
  • The original designer care label.
  • House of Maryam neck labels.
  • House of Maryam care labels.

Where garments are stitched, finished or labelled by House of Maryam, House of Maryam labels may replace or accompany designer labels.

This does not affect the authenticity or designer origin of the garment.

9. Order Cancellation

As most House of Maryam garments are individually sourced, prepared or stitched after an order is placed, production begins shortly after payment confirmation.

If you wish to cancel your order, please contact us immediately.

Cancellation requests may be considered only within 1 hour of placing the order.

If a cancellation request is approved within this grace period, the following deductions apply to cover non-refundable payment gateway fees, banking charges, currency conversion costs and administrative processing:

  • United Kingdom Orders: £18.25 plus 3.5% of the order value.
  • International Orders: £18.25 plus 5.1% of the order value (or local currency equivalent).

Once production, sourcing or stitching has commenced, cancellation requests cannot normally be accepted because costs have already been incurred specifically for your order.

Nothing within this section affects your statutory rights where applicable.

10. Returns

Because the majority of our garments are prepared specifically for each customer, we are unable to accept returns simply because:

  • The garment does not suit personal preference.
  • The colour appears slightly different from your screen.
  • You changed your mind.
  • Your event has passed.
  • You no longer require the garment.
  • You ordered the wrong size.
  • You prefer a tighter or looser fit.
  • You expected a different designer finishing style.

Returns are accepted only where House of Maryam confirms that the item qualifies under this policy.

Every return requires written approval before being sent.

Unauthorised returns may be refused.

Approved returned items must:

  • Remain unworn.
  • Remain unwashed.
  • Not be dry cleaned.
  • Not be altered.
  • Not contain perfume, makeup or deodorant marks.
  • Contain all original accessories where supplied.
  • Be returned in their original packaging where reasonably possible.

Unless otherwise agreed in writing, customers are responsible for return shipping costs.

11. Refund Eligibility

We understand that genuine issues occasionally occur and we are committed to resolving them fairly.

Refunds or replacements may be considered where:

  • An incorrect item has been supplied.
  • A confirmed item is missing from the original parcel.
  • The item arrives with significant transit damage.
  • A verified manufacturing defect is confirmed by House of Maryam.

To assist with investigation, customers should contact us within 24 hours of delivery and provide:

  • Clear photographs.
  • Photographs of the packaging.
  • An unedited unboxing video where available.
  • Any additional information requested by our support team.

Providing this information helps us resolve genuine concerns much more quickly.

12. Situations Not Considered Manufacturing Defects

The following are considered normal characteristics of handcrafted designer garments and therefore do not qualify for refunds or replacements:

  • Minor loose finishing threads.
  • Handcrafted embroidery variations.
  • Slight bead or embellishment positioning differences.
  • Small colour variation caused by photography or monitor settings.
  • Natural variation in fabric texture.
  • Minor measurement tolerance.
  • Designer finishing methods.
  • Border placement variation.
  • Lace placement variation.
  • Digital print positioning.
  • Small hand-finishing inconsistencies.

These characteristics are common throughout luxury handcrafted garments and should not be regarded as faults.

13. Missing Components

Please inspect your parcel immediately after delivery.

If you believe any item or accessory is missing, kindly notify us within 24 hours.

Customers should avoid sending garments to a tailor or making alterations before checking that all components are present.

Claims submitted after tailoring, alteration or prolonged handling may unfortunately be impossible to verify.

14. Delivery Estimates

Delivery timeframes displayed on our website, social media, WhatsApp, email or provided by customer support are estimates only.

Although we always aim to dispatch and deliver orders as quickly as possible, delivery dates cannot be guaranteed.

Delays may occasionally occur due to:

  • Designer production.
  • Quality control.
  • Courier operations.
  • Customs clearance.
  • Weather.
  • Public holidays.
  • Flight disruption.
  • Political events.
  • Force majeure or circumstances beyond our reasonable control.

Such delays do not automatically entitle a customer to cancellation, refund or compensation.

If your order is required for a wedding or other special occasion, we strongly recommend ordering well in advance and allowing additional time for unforeseen delays.

15. Event Dates

Many customers purchase garments for weddings, Eid celebrations and special occasions.

While we always try to prioritise urgent orders where possible, event dates cannot be guaranteed.

Customers remain responsible for placing orders early enough to allow sufficient production and shipping time.

House of Maryam cannot accept responsibility where an order arrives after a customer's preferred event date due to circumstances outside our reasonable control.

16. Inspection Upon Delivery

Customers are kindly requested to inspect their order as soon as possible after delivery.

If you believe there is a manufacturing defect, incorrect item, missing component or transit damage, please notify our Customer Support team within 24 hours of delivery.

To assist our investigation, please provide:

  • Clear photographs of the garment.
  • Photographs of the parcel and packaging.
  • An unedited unboxing video where available.
  • Your order number.

Please do not alter, wash, dry clean, repair or wear the garment before contacting us, as this may affect our ability to assess the concern fairly.

17. Designer Garments & Handcrafted Products

House of Maryam proudly supplies authentic Pakistani designer collections.

Many garments are handcrafted and individually finished using traditional embroidery techniques, hand embellishments and delicate fabrics.

As a result, each garment is unique.

Slight differences between production batches are a normal characteristic of luxury handcrafted fashion and should be expected.

House of Maryam cannot guarantee absolute uniformity between promotional photographs and every individual garment.

These natural variations do not affect the authenticity or quality of the product.

18. Customer Responsibilities

Before placing an order, customers are responsible for reviewing:

  • Product descriptions.
  • Estimated dispatch times.
  • Estimated delivery times.
  • Dress length.
  • Fabric information.
  • Included accessories.
  • Designer name.
  • Size guide.

If you are unsure about sizing, styling or any product detail, we encourage you to contact our team before placing your order.

Customers providing custom measurements confirm that the measurements supplied are accurate.

House of Maryam cannot accept responsibility for incorrect measurements submitted by customers.

19. Refused Deliveries & Incorrect Addresses

Customers are responsible for providing complete and accurate delivery information at checkout.

If a parcel is delayed, returned or lost because of an incorrect address, failure to collect the parcel, refusal of delivery or failure to cooperate with the courier, House of Maryam reserves the right to deduct any courier charges, return shipping costs, customs charges or administrative costs from any refund where applicable.

Shipping charges are non-refundable once an order has been dispatched.

20. Chargebacks & Payment Disputes

House of Maryam is committed to resolving concerns directly and fairly.

If you experience any issue with your order, we kindly ask that you contact our Customer Support team before initiating a payment dispute or chargeback.

Our team will always make reasonable efforts to reach a fair resolution.

If a payment dispute or chargeback is initiated, House of Maryam reserves the right to submit all relevant documentation in response, including but not limited to:

  • Order confirmation records.
  • Product descriptions accepted at checkout.
  • Communication history.
  • Quality control photographs.
  • Production records.
  • Measurement records where provided.
  • Courier tracking information.
  • Proof of delivery.
  • Return authorisation records.
  • Photographic evidence.

If a refund is issued through a bank, payment provider or card issuer while the customer remains in possession of the merchandise, ownership of the goods reverts to House of Maryam unless otherwise agreed in writing.

Customers must return the merchandise within 14 days of the dispute being resolved.

If the merchandise is not returned within this period, House of Maryam reserves the right to pursue recovery of the goods or their value through lawful collection or legal proceedings where permitted by applicable law.

This clause is intended solely to prevent situations where both the merchandise and refunded funds are retained.

21. Refund Processing

Where a refund is approved, it will be processed to the original payment method.

Please allow approximately 7 to 10 business days for the refund to appear, although processing times may vary depending on your payment provider.

Unless required by law, original shipping charges are non-refundable.

Where applicable, approved deductions such as return shipping, customs charges or banking fees may be deducted from the refundable amount.

22. Right to Decline Claims

House of Maryam reserves the right to decline claims that cannot reasonably be verified.

This includes, but is not limited to, situations where:

  • The garment has been altered.
  • The garment has been worn.
  • The garment has been washed or dry cleaned.
  • The garment has been repaired by a third party.
  • The claim is reported unreasonably late.
  • Evidence requested during investigation is not provided.

This enables us to investigate every claim fairly while protecting both our customers and our business.

23. Our Promise

We believe every customer deserves exceptional service.

If something genuinely goes wrong, we will always make reasonable efforts to investigate the matter carefully and provide a fair solution.

Our policies are designed not to make claiming difficult, but to ensure fairness for every customer while recognising the bespoke and handcrafted nature of our products.

24. Contact Us

If you have any questions regarding this policy or require assistance with an existing order, our Customer Support team will be pleased to help.

Email: [email protected]

WhatsApp: +44 7832 623596

By placing an order with House of Maryam, you acknowledge that you have read, understood and agreed to this Refund, Return & Cancellation Policy together with our Terms & Conditions.