Refund policy

Returns accepted only for faulty or damaged items; no general return window applies.

Made‑to‑Order, Atelier Made to Measure and In‑Stock Garments

Senzela Jade offers in‑stock garments, standard made‑to‑order pieces, and our dedicated Atelier Made to Measure alteration service. Production for made‑to‑order garments begins promptly once your order is confirmed.

Change of Mind

Returns and exchanges are not available for change of mind, incorrect size selection or personal preference, whether the item is in stock, made to order, or tailored through our atelier. Please review all product details and sizing information carefully before placing your order.

Faulty or Damaged Items

If your item arrives damaged or with a manufacturing fault, please contact us within 48 hours of delivery. Photographs of the issue are required so we can assess and assist promptly.

Approved faulty items will be repaired, replaced or refunded in accordance with Australian consumer law.

Colour & Design Variation

All Senzela Jade garments are handmade by our artisans, and slight variations in colour, detailing and finish may occur between the product images and the garment you receive. Studio lighting, post‑production editing and individual device displays (including brightness, contrast and vibrancy settings) can also influence how colours appear online.

We may make minor design refinements from time to time to improve quality, construction or fit. These adjustments are subtle and do not change the overall look or intention of the garment.

Such variations are not considered faults.

Order Cancellations and Refunds

Because garments are handcrafted on demand, physical garments cannot be cancelled once submitted. Refunds are strictly limited to the circumstances outlined below:

Standard Made‑to‑Order Garments: If a cancellation and refund request for a standard garment is approved before production has begun, it will be issued in full. If approved after production has begun, a partial refund may be issued to cover labour, materials and associated production costs already incurred.

Atelier Made to Measure Service: Requests to cancel the Atelier Made to Measure alteration service product may be accepted for a full refund prior to providing final measurement sign-off and before pattern drafting and cutting begin. Once personal measurements receive final approval and physical cutting commences, the Atelier Made to Measure service is committed and becomes final sale. This cancellation window applies solely to the made-to-measure alteration service product itself, not the underlying garment order.

Shipping Errors

If you believe your parcel has been misdelivered or lost in transit, please contact us so we can investigate with our delivery partners.

More Information

For details on production timeframes, shipping and delivery, please refer to our Shipping Policy, Terms of Service and FAQ.