Terms of service

Effective Date: 01 August 2025

OVERVIEW

This website is operated by House of Maryam. Throughout the site, the terms “we”, “us” and “our” refer to House of Maryam. House of Maryam offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

For clarity:

  • The term “designer” refers to any third-party brand, fashion label, or stockist from which items are sourced.

  • The term “brand” refers to the same.

  • These designers/brands are independent and not affiliated with House of Maryam.

By placing an order on www.houseofmaryam.com, the customer agrees to the following Terms & Conditions. These terms are legally binding and apply to all orders placed within the UK, US, Europe, and other international regions.

1. Store Identity & Communication

1.1 House of Maryam is an independent multi-designer store offering stitching and sourcing services for overseas Pakistanis, tailored for special occasions and events.

1.2 All products are sourced from official brand outlets, designers, or verified stockists. We are not the manufacturer of any items sold.

1.3 Our role is to facilitate order placement, stitching, packaging, and timely delivery.

1.4 Most outfits are processed directly from our facilities in Lahore, Pakistan.

1.5 Communication is available through:

1.6 Phone calls (including via WhatsApp) are not accepted. All conversations must be in writing.

1.7 Customer information is kept confidential and only shared with third-party logistics or service providers as required.

1.8 Any order-related issue must be first reported to our support team. Directly opening chargebacks or disputes with banks without contacting us first may result in denial of claim and restriction from future services.

2. Designer Sourcing & Product Disclaimer

2.1 "Designer-sourced" means items are procured from known Pakistani designers, outlets, or official retailers. House of Maryam is not affiliated with or responsible for those designers.

2.2 Product discrepancies may occur in:

  • Color shades due to lighting or dye batch variation

  • Lace and embroidery design

  • Fabric composition or texture

  • Style elements like neckline, sleeves, length e.t.c

2.3 Promotional photoshoot images, catalog visuals, and influencer videos are provided by designers for marketing purposes. These often use enhanced or specially modified garments and are meant for reference only. Customer garments may differ slightly and are not eligible for refund. (See 6.2)

2.4 All product descriptions are provided by the designers or stockists. We do not independently verify these details. If confirmation is required, customers may contact us, and we can reach out to the designer for clarification.

2.5 These discrepancies are not faults and do not qualify for return.

2.6 Accessories or addons purchased with dresses are not eligible for refund or return, as they are additional costs and can be retained regardless of item condition.

2.7 If fabric provided by the designer is short, the resulting stitched dress will reflect that. For example, if the fabric only supports 21 inches in a design but the request is 22 inches, this will not be considered a fault. Major issues may be communicated, but these are not eligible for refunds.

2.8 No designer accepts returns; therefore, we do not entertain returns or refunds based on subjective quality expectations. Comments such as “I didn’t expect this,” or “Not worth the price,” are not valid grounds for refund. We recommend purchasing from designers you have prior experience with.

3. Custom Orders & Sizing

The following terms apply specifically to custom-made, made-to-order, and designer-stitched items.

3.1 All orders except Ready-to-Wear (RTW) are considered custom-made and non-refundable.

3.2 A ±1 to ±1.5 inch variation in measurements is considered acceptable and standard industry practice.

3.3 Sizing may vary depending on designer standards. Charts differ per brand.

3.4 Garments may be slightly adjusted (e.g. dress length or sleeve width) to preserve the design and finish, especially when embroidery could be compromised. These are not faults unless the customer explicitly states otherwise in writing.

3.5 We may override specific measurements where necessary to maintain the look of the model image unless a customer explicitly states not to. For example, a narrow wrist measurement may be widened to preserve bell sleeves if shown on the model.

3.6 All made-to-order and designer-stitched items will be prepared and delivered as shown in the original product images by default, unless specific changes are confirmed in writing with us before the order is placed. Such requests must also be added as a note at checkout and communicated to our agent with your order number for confirmation. Any modifications are subject to approval, and in most cases changes are not possible.

4. Customization Instructions

4.1 Customizations must be provided before or within 2 hours after placing the order.

4.2 Instructions can be shared in checkout notes, but must also be confirmed via WhatsApp or email.

4.3 If technical errors cause notes to be lost, we are not liable unless the customer reconfirms through direct contact.

4.4 Customers must turn off disappearing messages. Deleted/edited instructions are not valid unless resent.

5. Availability & Urgent Orders

5.1 We do not hold stock. Availability is confirmed after you place an order.

5.2 If an item is unavailable, we will notify you as soon as we are informed by the brand/retailer. You may:

  • Choose another outfit

  • Request a full refund

5.3 Urgent orders are defined as needing delivery within 20 days. These are non-refundable and cannot be changed once confirmed.

6. Returns & Refunds

6.1 Returns are only accepted if:

  • You receive a physically damaged item (must be reported within 12 hours with unboxing video proof)

  • The wrong item is sent

  • An item is confirmed missing and a parcel opening video is provided

6.2 Refunds are not accepted for:

  • Color, lace, or embroidery differences

  • Sizing issues within ±1.5 inch (see 3.2)

  • Design changes that maintain the model look (see 3.4 and 3.5)

  • Variations due to promotional photoshoots, enhanced videos, or catalog samples (see 2.3)

  • Customer complaints relating to the inherent nature of the fabric (e.g., texture, weave, natural stretch, or perceived fragility) including claims that the material appears deteriorated, stretched, or likely to tear, where such characteristics are consistent with the fabric type described in the product listing.

6.3 If our records show an item was sent, no refund will be issued unless a valid unboxing video shows otherwise.

6.4 Shipping charges are non-refundable under all circumstances.

6.5 Return shipping cost will be borne by the customer. Returns must be made only to the address provided by the company. Any returns sent to unapproved or alternate addresses (e.g., registered business address) are the customer's responsibility.

6.6 If the customer refuses to accept delivery, no refund is applicable under any circumstance due to the custom nature of the product.

6.7 Refunds, if approved, are processed within 7–10 business days via the original payment method.

7. Courier, Delivery & Parcel Issues

7.1 We use SkyNet and DHL as our primary courier partners.

7.2 We are not responsible for delays caused by couriers or customs clearance.

7.3 If a parcel is marked delivered by the courier and not received, the customer must file a claim directly with the courier. House of Maryam will assist but is not liable once delivery proof is provided.

7.4 We always guide customers about event suitability based on estimated delivery timelines in good faith.

8. Custom Duties & International Orders

8.1 All customs duties, import taxes, or clearance fees charged by the destination country are the sole responsibility of the customer.

8.2 These charges are not included in product or shipping prices.

8.3 If the customer refuses to pay duties and the parcel is returned, all related costs will be deducted from any possible refund.

8.4 Most orders are processed directly from Lahore, Pakistan.

9. Order Cancellation Policy

9.1 Orders can only be cancelled within 2 hours after placement, except urgent orders (see 5.3).

9.2 Cancellation fees:

  • UK orders: £18.25 + 3.5%

  • Outside UK: £18.25 + 5.1% (or local currency equivalent)

9.3 These cover transaction, currency conversion, and restocking fees.

10. Chargebacks & Disputes

10.1 We encourage open communication to resolve disputes.

10.2 False chargebacks or misuse of refund systems without evidence will be treated as fraud and reported.

10.3 House of Maryam maintains photographic and shipping proof for every order.

11. Legal Compliance & Jurisdiction

11.1 These terms are governed by the laws of England and Wales.

11.2 This policy is compliant with:

  • UK Consumer Rights Act 2015 (custom goods exemption)

  • Consumer Contracts Regulations 2013

  • U.S. Federal Trade Commission (FTC) guidelines

  • EU Consumer Law on cross-border shopping

11.3 By agreeing to these Terms & Conditions, you waive distance-selling rights for custom-made items under UK/EU law.

11.4 Clause numbers may be referenced in future support queries or disputes.

11.5 This document should be read in conjunction with our Refund Policy, Shipping Policy, and Privacy Policy, which form part of the overall agreement.