Terms

Welcome

Welcome to Softouchcouture and Softbridals.

Our garments are individually designed and made to order, with particular attention to each client’s measurements, chosen design, fabrics, embellishments and personal requirements.

By booking a consultation, placing an order, making a payment or instructing Softouchcouture or Softbridals to begin work, you acknowledge that you have read and agreed to these Client Terms & Conditions.

1. Consultations

All consultations are arranged by appointment.

A consultation allows us to discuss your requirements, design ideas, event details, fabric options, measurements and other relevant aspects of your garment.

A consultation does not automatically constitute an order.

Where a consultation fee applies, the fee will be communicated to the client before the consultation is booked.

Consultation fees are non-refundable once the consultation has taken place.

If you need to reschedule a consultation, reasonable notice should be provided. Repeated failure to attend or late cancellation may result in the consultation fee being forfeited.

2. Custom and made-to-measure garments

Softouchcouture and Softbridals specialise in bespoke and made-to-measure garments.

Each garment may be individually created according to the client’s:

• Measurements
• Design requirements
• Fabric selection
• Colour preferences
• Embellishment requirements
• Event or wedding details
• Personal style preferences

Because our garments are created specifically for individual clients, bespoke and made-to-measure garments are not ordinarily eligible for return or exchange simply because the client has changed their mind, no longer requires the garment, or decides they no longer want the agreed design.

This does not affect any statutory rights the client may have where a garment is faulty, not as described, or otherwise fails to meet applicable legal requirements.

3. Design approval

Before production begins, the client may be required to approve the agreed design, fabric, colour, embellishment, measurements and other relevant details.

Once a design or specification has been approved, any subsequent changes requested by the client may result in:

• Additional charges
• Additional material costs
• Additional alteration costs
• An extension to the agreed production timeframe

Where a significant change is requested after production has commenced, Softouchcouture or Softbridals will advise the client of any additional cost before proceeding where reasonably possible.

4. Quotations and pricing

All quotations are based on the requirements discussed with the client at the time of quotation.

A quotation may change where the client subsequently requests changes to:

• The design
• Fabric
• Embellishment
• Length or silhouette
• Number of pieces
• Measurements
• Delivery requirements
• Any other aspect of the agreed order

A quotation does not constitute a confirmed order until the required payment has been received and the order has been accepted by Softouchcouture or Softbridals.

5. Payments and deposits

The payment structure applicable to an order will be communicated to the client before the order is confirmed.

Where a deposit or initial payment is required, production may not begin until the required payment has been received.

The client is responsible for making payments by the agreed deadlines.

Where a balance remains outstanding, Softouchcouture or Softbridals may withhold the completed garment until the outstanding balance has been paid in full.

Any cancellation, refund or payment-related decision will be handled in accordance with the applicable terms and the client’s statutory rights.

6. Measurements

For made-to-measure garments, accurate measurements are essential.

Where measurements are taken or approved by the client, the client is responsible for notifying us of any significant changes to their measurements before the garment is completed.

Changes in body measurements after measurements have been taken may require additional alterations or adjustments.

Additional charges may apply where alterations are required because of significant changes in the client’s measurements or because the client has provided incorrect or incomplete measurements.

7. Fittings and alterations

Where fittings are included in the service, the client is expected to attend fittings at the agreed time.

Clients should communicate any concerns regarding fit or design during the fitting process.

Additional fittings or alterations requested outside the agreed scope of the order may incur additional charges.

Last-minute alterations or changes requested close to the client’s event or wedding date may also incur additional charges and may not always be possible.

8. Client-requested changes

Once production has commenced, the client may not be able to make changes to the design without additional cost or an extension to the production timeline.

If a requested change requires additional fabric, embellishment, labour, alterations or redesign, the additional cost will be communicated to the client before the work proceeds where reasonably possible.

9. Cancellations

Clients should contact us as soon as possible if they wish to cancel an order.

Because our garments are bespoke and production may involve the purchase of fabrics, embellishments, labour and other materials specifically for an individual client, cancellation after production or preparation has commenced may result in costs already incurred being payable.

The treatment of any cancellation or refund will depend on the stage of the order and applicable consumer law.

Nothing in these Terms & Conditions is intended to exclude or restrict any legal rights that cannot lawfully be excluded or restricted.

10. Returns and exchanges

Because bespoke garments are created specifically for the individual client, we do not offer ordinary returns or exchanges for change of mind on custom or made-to-measure garments.

This includes situations where a client:

• Changes their mind
• No longer requires the garment
• Chooses a different design after approval
• Changes their event plans
• Decides they would prefer a different style after production

However, this policy does not affect the client’s statutory rights where the garment is faulty, not as described, or does not conform to applicable legal requirements.

Where a genuine issue is raised, the client should contact us promptly with details and, where appropriate, photographs so that the matter can be assessed and an appropriate remedy can be considered.

11. Ready-to-wear items

Any ready-to-wear products sold by Softouchcouture or Softbridals may be subject to different return and exchange terms.

Where applicable, the relevant return policy will be provided to the customer at the point of purchase.

This Client Terms & Conditions document primarily applies to our bespoke and made-to-measure services.

12. Delivery and collection

The estimated completion date or timeframe will be communicated to the client where possible.

Production and delivery times may vary depending on the complexity of the garment, availability of materials, fitting requirements and other circumstances.

The client is responsible for providing accurate delivery information.

Once a garment has been completed and is ready for collection or delivery, any agreed outstanding balance must be paid before the garment is released unless otherwise agreed in writing.

13. Urgent and rush orders

Orders requested within a short timeframe may be subject to a rush or express-production fee.

Acceptance of a rush order is subject to production capacity and availability of the required materials.

We cannot guarantee that every last-minute request can be accommodated.

14. Fabrics and client-supplied materials

Where Softouchcouture or Softbridals supplies the fabric and materials, the client will be informed of the relevant options and costs.

Where a client supplies their own fabric, lace, embellishments or other materials, the client is responsible for ensuring that sufficient material is supplied and that it is suitable for the agreed design.

We cannot guarantee the outcome of a garment where client-supplied materials are defective, damaged, insufficient or unsuitable for the agreed design.

15. Photography and social media

Softouchcouture and Softbridals may photograph completed garments for portfolio, marketing and social media purposes.

Where photographs include the client, we will respect any agreed arrangements regarding the use of identifiable images.

If a client does not wish their identifiable image to be used for marketing purposes, they should communicate this to us before photography or publication.

16. Client responsibility

Clients are expected to provide accurate information relating to:

• Measurements
• Event or wedding dates
• Delivery and collection information
• Design requirements
• Contact information
• Any other information reasonably required to complete the order

Clients should notify us promptly if any relevant information changes.

Softouchcouture and Softbridals cannot be responsible for delays or additional costs resulting from inaccurate, incomplete or late information supplied by the client.

17. Delays and circumstances outside our control

While we make every reasonable effort to complete orders within the agreed timeframe, circumstances outside our reasonable control may affect production or delivery.

These may include:

• Courier delays
• Material or fabric availability
• Supplier delays
• Severe weather
• Government restrictions
• Transport disruption
• Power or infrastructure disruption
• Unexpected production issues
• Other circumstances beyond our reasonable control

Where such circumstances arise, we will communicate with the client and take reasonable steps to minimise the impact.

18. Complaints and concerns

If you have a concern regarding your order, please contact Softouchcouture or Softbridals as soon as possible.

Please provide:

• Your name
• Order details
• Description of the issue
• Photographs or other relevant information where appropriate

We will review the matter and communicate with you regarding the appropriate next steps.

19. Client conduct

We are committed to providing a professional and respectful experience for all clients and staff.

We expect clients to communicate respectfully with our team.

Abusive, threatening, discriminatory or inappropriate behaviour towards our staff, designers, seamstresses, vendors or representatives will not be tolerated.

Where necessary, we reserve the right to discontinue communication or services, subject to any contractual and legal obligations owed to the client.

20. Privacy

Personal information provided by clients will be handled in accordance with our Privacy Policy.

Our Privacy Policy explains how we collect, use, store and protect personal information.

21. Acceptance of these terms

By booking a consultation, placing an order, making a payment or instructing Softouchcouture or Softbridals to commence work, the client confirms that they have had the opportunity to read and understand these Client Terms & Conditions.

These Terms & Conditions should be read together with any quotation, invoice, order confirmation or other written agreement provided for the specific order.

Where specific written terms have been agreed with the client for an order, those terms will apply to the extent that they are consistent with applicable law.

Contact

For enquiries, consultations and orders, please contact us through our official communication channels.

softouchc@gmail.com