SHUAFAY Custom Clothing & Made-to-Order Policy

This policy applies to products made, adapted or prepared specifically for a customer rather than supplied solely as an unchanged, ready-made stock item.

Relevant order types may include:

• Made to Order: a product manufactured after order confirmation, including products ordered in a standard listed size.
• Custom Size: a product adjusted using customer-provided body or garment measurements.
• Made to Measure: a product whose pattern or proportions are adapted more extensively to measurements and fit preferences.
• Personalised: a product containing selected colours, hardware, names, logos, patches, labels or other customer-requested details.
• Custom Design or Inspired Product: a product interpreted from a drawing, photograph, sample, digital concept or customer-provided reference.
• Semi-Custom: an existing SHUAFAY design modified through selected size, material, colour, fit or feature changes.

A custom inquiry, quotation or preliminary discussion does not by itself create a final production obligation.

Before accepting a custom order, SHUAFAY may review:

• the requested product and intended use;
• measurements and fit preferences;
• material, colour and hardware availability;
• design complexity and production feasibility;
• required quantity and delivery destination;
• estimated production timing;
• pricing and payment requirements;
• potential intellectual-property concerns;
• any information, image or approval still required from the customer.

An order is treated as confirmed only after SHUAFAY has accepted it for processing and the applicable payment or deposit requirement has been satisfied.

The customer is responsible for reviewing the recorded specifications before confirmation. This includes product type, size, measurements, colour, material, hardware, branding, quantity, address and contact details.

Custom fit depends on the accuracy and quality of the information supplied. Customers should follow SHUAFAY’s current measurement guidance and provide measurements in the requested unit.

Customers are responsible for:

• using a flexible measuring tape where required;
• measuring over suitable clothing rather than bulky outerwear;
• keeping the tape level and comfortably fitted rather than excessively tight;
• confirming whether values are body measurements or measurements taken from an existing garment;
• providing height, weight or fit preference where requested;
• rechecking unusual or inconsistent measurements;
• informing SHUAFAY of relevant mobility, layering or protective-equipment needs;
• ensuring all submitted measurements belong to the intended wearer.

SHUAFAY may request confirmation where measurements appear inconsistent, but this does not transfer responsibility for their accuracy to SHUAFAY.

Fit is also affected by product silhouette, material thickness, lining, protective layers, body shape, posture, intended layering and subjective comfort preference.

Reasonable pattern and manufacturing tolerances may occur. A custom product is not a guarantee of a compression-tight, medically prescribed or mathematically exact fit unless such a requirement has been expressly accepted in writing.

Customers may submit photographs, sketches, samples, mockups, digital renders, AI-assisted images or written concepts to communicate their preferred direction.

Such material is interpreted as a reference, not an automatic promise of pixel-for-pixel replication.

Physical production may require adjustments to:

• pattern shape and garment proportions;
• panel size and seam placement;
• pocket dimensions or positioning;
• collar, cuff, waistband or hem construction;
• zipper direction or hardware configuration;
• decorative elements and accessory scale;
• lining, reinforcement or protective components;
• features that cannot be reproduced safely, lawfully or practically.

Colours shown on screens, product photographs and digital renders may differ from the physical material because of lighting, camera settings, editing, screen calibration and dye availability.

Where a digital preview, written summary or reference is supplied for confirmation, the customer should review the overall design direction and promptly identify material errors before approving production.

Leather and other natural materials are not uniform industrial surfaces. Individual hides and material batches may show distinctive characteristics.

Natural or production-related variation may include:

• grain and pore differences;
• creases and growth marks;
• minor scars or surface character;
• tonal or dye-lot variation;
• differences in softness, firmness or thickness;
• variation in sheen or finish;
• minor differences between matching panels;
• changes that develop naturally through wear.

These characteristics are not automatically defects where they are consistent with the selected material.

Buttons, zippers, snaps, buckles, chains, patches, labels, lining, thread, protectors, packaging and decorative components may change because of sourcing, durability, compatibility or availability.

SHUAFAY may use a reasonably equivalent or better alternative where the original component is unavailable, unsuitable or likely to create a production or durability concern.

Any production or completion time communicated for a made-to-order product is an estimate unless SHUAFAY expressly confirms a guaranteed date in writing.

Timing may depend on:

• measurement and design confirmation;
• payment verification;
• material and component availability;
• product complexity;
• sample or pattern-development requirements;
• production capacity;
• quality-control findings;
• customer response time;
• events outside SHUAFAY’s reasonable control.

The estimated period may pause where SHUAFAY is waiting for measurements, approvals, requested files, payment, identity verification or other required customer action.

Once material allocation, pattern work, cutting, printing, embroidery, branding, assembly or another personalised process has begun:

• cancellation may no longer be accepted;
• requested changes may be refused or treated as a separately chargeable modification;
• changes may extend the estimated completion time;
• amounts already committed to labour, materials or development may be non-refundable.

A request to change an order is not effective until SHUAFAY confirms acceptance in writing.

Custom products are reviewed before dispatch against the confirmed order information and reasonable manufacturing standards.

Quality review may include:

• product and colour verification;
• visible construction review;
• closure, zipper and hardware checks;
• general measurement review where applicable;
• label, branding or personalisation review;
• packaging and dispatch preparation.

Quality review does not guarantee that the customer’s subjective fit preference will match the product where measurements or fit instructions were inaccurate, incomplete or unclear.

After dispatch, delivery is governed by the current SHUAFAY Shipping & Delivery Policy .

Customers are responsible for providing a complete and serviceable shipping address, monitoring tracking and completing any reasonable customs or carrier requirements.

Unless expressly stated otherwise, destination customs duties, GST, VAT, import tax, brokerage, storage and related local charges remain the customer’s responsibility.

Made-to-order, custom-sized, made-to-measure, personalised and bespoke products are generally non-returnable and non-refundable because they are manufactured for the individual customer.

This restriction does not remove mandatory consumer rights that apply under relevant law, and it does not prevent review of a qualifying manufacturing defect or confirmed incorrect specification.

A concern may qualify for review where the product:

• materially differs from the recorded and accepted order specification;
• contains a verified manufacturing defect;
• was supplied in an incorrect product, colour or confirmed size;
• arrived damaged in transit and the evidence supports the claim.

The following do not automatically constitute a defect:

• natural leather grain or tonal variation;
• minor handmade construction variation;
• reasonable pattern or production tolerance;
• screen-to-material colour difference;
• an approved or reasonably equivalent component substitution;
• fit dissatisfaction caused by inaccurate measurements or unrecorded preferences;
• ordinary creasing or material behaviour;
• damage caused by wear, misuse, poor storage, incorrect cleaning or unauthorised alteration.

Qualifying concerns should be reported through the SHUAFAY Contact page within 48 hours of delivery.

Include:

• the order number;
• a clear written explanation;
• full-product photographs;
• close-up photographs of the issue;
• packaging images where relevant;
• measurement evidence where the concern relates to recorded sizing.

Do not wear, wash, repair, alter or return the product before receiving instructions. An unauthorised alteration can prevent accurate assessment and may affect available remedies.

After review, an appropriate resolution may include repair, replacement, correction, store credit or another remedy required or permitted by applicable law and SHUAFAY’s current policies.

When submitting an image, logo, artwork, label, pattern, sample, design or other reference, the customer confirms that they have the necessary ownership, permission or authority to use it for the requested purpose.

Customers must not request unauthorised reproduction of protected logos, trademarks, characters, artwork or distinctive third-party designs.

SHUAFAY may reject, modify or cancel a request that appears unlawful, infringing, unsafe, misleading, technically unsuitable or inconsistent with SHUAFAY’s standards.

Customer-supplied content may be used, processed, resized, adapted and stored as reasonably necessary for quotation, design review, production, quality control, support, shipping and dispute handling.

Ownership of the customer’s original content is not transferred solely because it is submitted for production.

Custom pricing may reflect material type, leather usage, product complexity, pattern work, hardware, personalisation, protective components, quantity, packaging, shipping and other production requirements.

A quotation may be revised before final acceptance if:

• the design or specifications change;
• measurements require substantial redevelopment;
• material or hardware requirements change;
• the required quantity changes;
• shipping, customs or destination requirements materially change;
• an error, omission or unavailable component is identified.

Production may require full payment, an advance payment or staged payments depending on the order type and confirmed arrangement.

Discounts, wallet redemption, promotional credits and special pricing apply only where the order remains eligible under the current offer and Wallet Policy .

If a custom order is cancelled by SHUAFAY before production for an operational or verification reason, any applicable refund is handled according to the original payment method, wallet rules and current policies.

Custom products require appropriate use, storage and care according to their material and construction.

Customers should:

• follow the supplied care label;
• avoid unsuitable machine washing;
• keep leather away from prolonged heat;
• store garments on suitable hangers;
• avoid prolonged moisture exposure;
• test any cleaner or conditioner on a small concealed area;
• use a competent specialist for leather cleaning or alteration.

Normal wear, creasing, colour evolution and material softening are not automatically manufacturing defects.

Alteration by a third party can change the fit, construction and ability to assess the original product. Contact SHUAFAY before modifying an item connected to a pending concern.

This policy should be read together with SHUAFAY’s Terms & Conditions, Returns Policy, Delivery Policy, Custom Sizing Policy, Warranty Policy and any product-specific information or written custom-order confirmation.

Where a product-specific written agreement, quotation or confirmed specification contains more detailed terms, those terms may apply to that order alongside this policy.

Nothing in this policy is intended to exclude a mandatory consumer right that cannot legally be excluded.

SHUAFAY may update this policy to reflect changes in its products, processes, technology, logistics or legal requirements. The version published when an order is placed will generally guide that order unless an updated provision is required by law or agreed with the customer.

For custom-order assistance, use the SHUAFAY Contact page and select the most relevant inquiry type.