Last updated: 15 July 2026
At a glance
- Ready-to-Wear (RTW) items can be returned within 14 days of delivery for any reason (your statutory right under UK law). You pay the return postage for a change of mind.
- Bespoke items (made to your measurements) have no statutory right to cancel. Before work starts, the Seller will normally agree to cancel as a goodwill gesture; once work has started, the Order cannot be cancelled for a change of mind.
- Faulty items can always be returned, regardless of type, under the Consumer Rights Act 2015.
- Bespoke fit: if the garment matches the measurements you supplied, no refund is owed (the Seller may offer a goodwill alteration or remake). If the Seller made it to the wrong measurements, they will remake it or refund you, and pay return shipping.
- Refunds are owed and funded by the Seller. Bespique administers them on the Seller's behalf and pays them within the statutory 14 days (for returns, from when the Seller receives the item back or proof of return).
- To start any refund, use the "Request a refund" action on the order in your dashboard, or email support@bespique.com.
- Your statutory consumer rights are not affected by this policy.
1. Scope and definitions
1.1 This Refund & Returns Policy ("Policy") forms part of the Terms of Service. Capitalised terms have the meanings given in those Terms unless defined here.
1.2 This Policy applies to all Orders placed via the Platform between a Buyer and a Seller. Every refund, remake, alteration, or other remedy under this Policy is owed and funded by the Seller, as the party you contracted with. Bespique is not the seller and does not itself owe you these remedies; it acts as the Seller's commercial agent in administering them (see section 9 for how refunds are paid).
1.3 Where this Policy refers to a "right to cancel", that right derives from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCR 2013"). Where it refers to a "right to reject" or to repair / replacement / refund, those rights derive from the Consumer Rights Act 2015 ("CRA 2015").
1.4 Nothing in this Policy excludes or limits your statutory rights as a UK consumer. If any provision of this Policy conflicts with those rights, your statutory rights prevail.
2. Ready-to-Wear Products: 14-day right to cancel
2.1 If you buy a Ready-to-Wear ("RTW") Product, you have a statutory 14-day right to cancel under regulation 29 of the CCR 2013. This right applies for any reason, including a change of mind.
2.2 The 14-day period starts on the day you (or someone you nominate) physically receive the Product, or the last item where the Order is delivered in instalments.
2.3 To exercise your right to cancel, you must clearly communicate your decision before the 14 days expire. You can do this by:
(a) using the "Request a refund" action on the order in your customer dashboard; (b) messaging the Seller via the Platform messaging function; or (c) emailing support@bespique.com with your Order reference and the words "I wish to cancel".
2.4 You then have a further 14 days from the date you cancelled to return the Product to the Seller. The address for return will be supplied by the Seller via the Platform.
2.5 The Product must be returned in its original condition: unworn (other than as you would inspect it in a shop), with original tags attached, and in or with original packaging where possible. Any reduction in value resulting from handling beyond what is necessary to inspect the Product may be deducted from your refund.
2.6 Return shipping cost for a change-of-mind cancellation is paid by the Buyer unless the Seller's listing or response states otherwise.
2.7 The Seller (via Bespique as the Seller's commercial agent) will refund the price of the Product and the standard delivery cost paid by the Buyer within 14 days of the day the Seller receives the returned Product or, if earlier, the day you supply evidence of having sent it back. As permitted by regulation 34(10) of the CCR 2013, the refund may be withheld until the Product is received back or that evidence is supplied, whichever comes first. Refunds are made to the original payment method.
2.8 If you chose a more expensive delivery option than the Seller's standard, only the standard cost is refunded.
3. Bespoke Products: no right to cancel once work has started
3.1 Bespoke Products are made to specifications you supply (such as measurements, fabric choices, or 3D body scans). Under regulation 28(1)(b) of the CCR 2013, the 14-day right to cancel does not apply to goods made to a consumer's specification or clearly personalised.
3.2 Because of that statutory exception, you have no legal right to cancel a Bespoke Order at any stage, including before work starts. However, if you ask to cancel before the Seller has marked the Order as "In Production" on the Platform (via the "Request a refund" action on the order or by emailing support@bespique.com), the Seller will normally agree to cancel as a goodwill gesture. Where cancellation is agreed:
(a) if the Seller has not incurred any costs on your Order, you will receive a full refund, normally within 5 Business Days;
(b) if the Seller has already incurred costs (for example a deposit paid to a fabric supplier or preparatory work), the Seller may retain from the refund an amount reflecting a genuine pre-estimate of those costs, and will tell you the amount before the cancellation is confirmed.
3.3 Once the Seller has marked the Order "In Production", the Order cannot be cancelled for change of mind. The Seller will have committed to materials, time, and labour that cannot be recovered.
3.4 The Seller is required to mark the Order "In Production" only once they actually begin work (cutting, sourcing bespoke fabric, beginning construction). Marking "In Production" prematurely is a breach of the Seller Agreement and may entitle you to cancel; report any concerns to support@bespique.com.
3.5 This clause does not affect your rights in respect of:
(a) faulty Bespoke Products (clause 5); (b) Bespoke Products that do not match the measurements you supplied (clause 4); or (c) late delivery beyond the timescales set out in clause 6.
4. Bespoke fit: remedies
4.1 The fit of a Bespoke Product depends on the accuracy of the measurements you supply. Bespique does not measure you and cannot verify your measurements. The measurements you provide are the specification the Seller makes to.
4.2 If the finished garment matches the measurements you supplied (within standard manufacturing tolerances of ±1 cm on each measurement), the garment was made correctly to your specification, and you are not entitled to a refund on the basis of fit. The Seller may, as a goodwill gesture, offer an alteration or remake to improve the fit. Whether one is offered, and who pays for it, is at the Seller's discretion and will be discussed with you on the Order page.
4.3 If the finished garment does not match the measurements you supplied (i.e. a Seller measurement, cutting, or construction error caused a measurable deviation greater than ±1 cm), the Seller will put it right by, at the Seller's election:
(a) remaking the garment to the correct measurements at no cost to you; or (b) issuing a full refund of the Order price.
If a remake is offered and the replacement again fails to match within tolerance, you are entitled to a full refund. Return shipping in these cases is at the Seller's cost.
4.4 To make a claim under clause 4.3, you must:
(a) report the issue promptly, and in any event within 30 days of delivery, using the "Request a refund" action on the order in your dashboard or by emailing support@bespique.com; (b) provide measurements of the finished garment alongside the measurements you originally supplied; and (c) where requested, return the garment to the Seller for inspection (with shipping costs reimbursed).
4.5 If the Seller and Buyer disagree on whether a deviation exists or exceeds tolerance, Bespique may at its discretion act as mediator and make a final administrative decision (this does not affect your right to take the matter to court).
4.6 All fit remedies under this section (remake, alteration, or refund) are provided and funded by the Seller. Bespique administers them only as the Seller's commercial agent and does not itself carry out or arrange alterations. This section does not affect your statutory rights in respect of faulty Products (clause 5), which always apply.
5. Faulty Products (RTW and Bespoke)
5.1 Under the CRA 2015, all Products supplied via the Platform must be:
(a) of satisfactory quality; (b) fit for purpose (including any particular purpose you made known to the Seller before purchase); and (c) as described in the Listing.
5.2 If a Product fails to meet these standards, you have the following rights against the Seller:
(a) Short-term right to reject (within 30 days of delivery): a full refund. (b) After 30 days but within 6 months: the Seller is given one opportunity to repair or replace the Product. If repair or replacement fails, you may reject the Product for a full or partial refund. (c) After 6 months: the same as (b), but you may need to demonstrate the fault existed at delivery.
5.3 To make a claim under this clause, report the issue using the "Request a refund" action on the order in your dashboard or by emailing support@bespique.com. Bespique will coordinate with the Seller as the Seller's commercial agent and may, at its discretion, administer a refund pending resolution; any sum Bespique advances in this way is recoverable by Bespique from the Seller.
5.4 Return shipping for faulty Products is at the Seller's cost.
6. Late or non-delivery
6.1 The Seller's estimated delivery window is shown on the Listing. Where no estimate is shown, delivery must occur within 30 days of contract formation under regulation 42 of the CCR 2013.
6.2 If delivery has not occurred within the later of:
(a) the Seller's stated estimate plus 14 days; or (b) 30 days from contract formation,
you may cancel the Order and the Seller must refund you in full. The refund is administered by Bespique as the Seller's commercial agent and will be processed within 14 days of cancellation.
6.3 If you have notified the Seller that timing is essential (for example, a wedding date supplied at order placement) and the Seller has accepted that timing, you may cancel and refund immediately on missed delivery. Bespique will administer such refunds where the Seller has acknowledged an essential timing in writing on the Platform.
7. Damaged or lost in transit
7.1 Risk passes to the Buyer on delivery. If a Product arrives damaged, photograph the packaging and the Product and report the damage promptly, ideally within 48 hours of delivery, using the "Request a refund" action on the order in your dashboard or by emailing support@bespique.com. Prompt reporting helps the Seller pursue the courier; it is not a condition of your rights, and nothing in this clause reduces your 30-day short-term right to reject under the CRA 2015 (clause 5).
7.2 If a Product is marked as delivered by the courier but you have not received it:
(a) check with neighbours and any "safe place" location used by the courier; (b) report to the Seller via the Platform; and (c) Bespique will, where reasonable, hold funds and assist in opening a courier claim.
7.3 If the Product cannot be located after a reasonable courier investigation (typically 14 days), you are entitled to a full refund from the Seller (goods lost before delivery remain at the Seller's risk), administered by Bespique as the Seller's commercial agent.
8. Customs and import charges (overseas Sellers)
8.1 Where a Product is dispatched from outside the UK and the value of the consignment exceeds £135, the Seller is required to ship on a Delivered Duty Paid (DDP) basis under the Seller Agreement. UK import VAT and customs duty are pre-paid by the Seller through the courier and are included in the shipping cost shown to you at checkout.
8.2 Where the consignment value is £135 or less, Bespique collects UK VAT at checkout under HMRC marketplace rules.
8.3 In neither case should the Buyer be required to pay any additional amount on delivery. If a courier requests payment of customs charges as a condition of delivery:
(a) pay the charge if you wish to receive the Product; then (b) report the issue to support@bespique.com with proof of payment within 30 days.
The Seller is responsible for reimbursing the charge in full. Bespique will administer the reimbursement as the Seller's commercial agent, normally by paying it out of funds Bespique holds for the Seller and otherwise by recovering the amount from the Seller in accordance with the Seller Agreement.
9. How refunds are paid
9.1 Who pays. Every refund under this Policy is owed and funded by the Seller. Bespique administers refunds as the Seller's commercial agent: where Bespique still holds the transaction funds collected for the Seller, it processes the refund out of those funds; where the Seller has already been paid out, Bespique recovers the amount from the Seller and may, at its discretion, advance the refund in the meantime. None of this changes what you are entitled to receive from the Seller.
9.2 Refunds are made to the original payment method used for the Order.
9.3 Refunds are normally visible in your account within:
- Card payments: 5–10 Business Days after Bespique processes the refund (depending on your card issuer);
- Apple Pay / Google Pay: as for the underlying card;
- Bank transfers (rare): 1–3 Business Days.
9.4 If you have not received an expected refund within 14 days of confirmation, contact support@bespique.com.
9.5 Bespique does not charge any fee for processing refunds.
10. How to start a return or refund
10.1 The fastest way is the "Request a refund" action on the order in your customer dashboard. This routes the request to the Seller and Bespique support.
10.2 You can also email support@bespique.com with:
(a) your Order reference; (b) the reason for the return or refund request; (c) photographs (where the issue is visible); and (d) a contact telephone number (optional, helps speed resolution).
10.3 We aim to acknowledge refund requests within 2 Business Days and to resolve straightforward cases within 7 Business Days. These are service aims to help you plan, not contractual commitments; the binding timescales are the statutory ones set out in sections 2 to 8.
11. Disputes
11.1 If a Buyer and Seller cannot agree on whether a refund is owed, the matter is escalated to Bespique support under clause 11 of the Terms of Service.
11.2 Bespique may, at its discretion, hold Order funds, reverse transfers, refund Buyers, or recover sums from Sellers in accordance with the Seller Agreement.
11.3 Bespique is not a party to the Buyer-Seller contract, and any administrative decision Bespique makes does not constitute a binding determination of the parties' legal rights. Either party may pursue the matter in the courts of England and Wales.
11.4 In accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015: Bespique is not obliged to use, and is not currently prepared to submit disputes to, a certified alternative dispute resolution (ADR) provider. For consumer disputes that cannot be resolved between Buyer, Seller, and Bespique, the Buyer may pursue a claim through the small claims track of the County Court (in England and Wales) or the equivalent in their part of the UK. Independent guidance is available from the Citizens Advice consumer helpline (see section 12).
12. Statutory rights notice
This Policy describes how returns and refunds work on Bespique. It does not replace or limit your rights under UK consumer law, including:
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
- Consumer Rights Act 2015;
- Sale of Goods Act 1979 (where still applicable);
- Consumer Protection from Unfair Trading Regulations 2008.
For independent guidance on your rights, you can contact:
- Citizens Advice consumer helpline: 0808 223 1133, citizensadvice.org.uk
- Trading Standards (via Citizens Advice referral)
13. Changes to this Policy
We may update this Policy from time to time. Material changes will be notified to registered Users by email or prominent Platform notice at least 30 days before they take effect. The version and "last updated" date at the top of this document will reflect the current version.
How to contact us about this Policy
- Refunds & support: support@bespique.com
- Postal: BESPIQUE LIMITED, Platned Ltd, Europa House Gerrards Cross, Marsham Way, Gerrards Cross, United Kingdom, SL9 8BQ
Material changes to this policy will be notified under section 13.