Refund policy

Returns and Refunds Policy                                                                                                                    Your right to cancel (standard webshop items). If you are a consumer in the UK, you have the right to cancel your order for any standard webshop item within 14 days of receiving it, without giving any reason. You then have a further 14 days to return the item to us. To exercise your right to cancel, you must inform us clearly in written by email before the 14-day period expires.

Refund

We will refund you within 14 days of receiving the returned item in the same condition as it was sent. We will refund the full purchase price of the item. No restocking, administrative, or platform fees will be deducted.

 

Return shipping costs

For standard webshop items returned under your 14-day cancellation right, you are responsible for the cost of return postage. We recommend using a tracked service, as we cannot be responsible for items lost, demaged in transit. If the item is faulty, not as described, or not fit for purpose, we will bear the reasonable cost of return postage.

 

Custom-made and personalised items

Custom-made items include any garment made to the customer’s specific measurements in centimetres. If the customer provides only a standard size (for example, EU XS, S, M, L, XL, or UK 6, 8, 10, 12, 14), together with the corresponding bra size, this does not constitute a custom-made item, and the 14-day cancellation right applies.

Items made to your specific measurements, specifications, or which are clearly personalised (including sizing) are exempt from the 14-day right to cancel under the Consumer Contracts Regulations 2013. This means you cannot cancel a custom-made order simply because you have changed your mind. However, we want you to be fully satisfied with your purchase, and we will always work with you to resolve any genuine issue. This cooperation does not, however, create an automatic right to a refund: a refund is provided only where you are entitled to one under consumer law (Consumer Rights Act 2015).

This exemption does not affect your statutory rights under the Consumer Rights Act 2015. If a custom-made item is faulty, not fit for purpose, or does not match the specifications agreed between us, you are entitled to a free repair or replacement. If a repair or replacement is impossible, or takes an unreasonably long time, you receive a price reduction or a refund under consumer law.

Please, note:   If you cancel the entire order before dispatch, this does not give rise to a right to a refund, as custom-made goods are exempt from the 14-day cancellation right. Cancellation before dispatch constitutes a breach of contract, and our company is entitled to invoice and recover the costs already incurred from you.

We do not dispatch custom-made items by post until the following two-stage approval process has been completed:

1.       Finalisation stage (minimum 90% ready): We present the items online when they are at least 90% complete. At this stage, we ask you to review them and agree on any final modifications. We will make the agreed changes before proceeding.

2.       Pre-delivery stage (100% ready): Once the items are fully complete, we present them to you again for final inspection and confirmation. We will only dispatch the items after you have confirmed in writing (including by email) that they meet the agreed specification

 

Personal customer care - time allowance and charges 

We provide up to 1 hours (60 minutes) of personal customer care for free during standard office hours for the initial consultation. In addition, we provide 1 hour for the finalisation stage and 30 minutes  for the pre-delivery stage.

In total, this amounts to 2 hours of free personal consultation online, in writing.

Any additional personal customer care beyond this allowance is charged at GBP 50 per commenced hour, payable by you.  This service is provided only upon your prior written request and agreement. If you request such additional care, the corresponding fee will be invoiced separately and is payable in accordance with the invoice terms. Non-payment of this separate invoice does not affect our obligation to deliver the goods you have already paid for. However, we reserve the right to enforce any unpaid invoice through the appropriate legal channels.

 

Office hours and time differences

Our office hours are Monday to Friday, 10:00–18:00 UK time. We do not offer personal customer care outside these hours, including at night because of timezone difference. 

We recognise that time differences may make communication challenging; however, we cannot provide night-time or out-of-hours customer care, as this is not part of our standard service and is not sustainable for our business. If you do not provide written approval at either stage within 14 business days of the items being presented to you, we will contact you to discuss the next steps. However, we cannot complete the order or dispatch the items without your written approval at the pre-delivery stage. If we are unable to obtain your approval despite reasonable efforts, we reserve the right to treat the order as cancelled by you.

 

Important clarification regarding “not as described”: For custom-made items, the relevant description is the specifications agreed between us (including measurements, materials, and any modifications you requested), not the general website photograph.

A difference between a custom-made item and a standard website photograph does not, by itself, mean the item is “not as described”. If you believe an item does not match our agreed specifications, you must identify the specific discrepancy so that we can address it.

 

Presentation of custom-made items: During the finalisation and pre-delivery stages, we provide photographs of the garments made specifically for you. These photographs are taken on a 155 cm dress form (mannequin). For orders of five or more items, - upon your request- we may also provide a single video presentation featuring a tango dancer wearing the garments. This is offered at our discretion as a single presentation, not as multiple separate appointments.

The purpose of these materials is to allow you to see the actual garment made for you, including its dimensions, materials, and any previously agreed modifications. They are not studio photographs, and they are not intended to replicate the lighting, styling, or professional production values of the images on our website. Their sole purpose is to show you the specific garment created for you, based on your measurements.

The professional photographs on our website and social media are general marketing materials, captured in a studio setting using professional models. They illustrate the style and design of the garment, rather than the exact appearance of the personalised piece made to your specific measurements. Minor differences in lighting, colour reproduction, or movement between the presentation materials and the general website photographs do not, by themselves, mean that the item fails to meet its description.

 

Condition of returned items

You are allowed to handle the goods as you would in a shop (for example, to try them on). However, if the value of the goods is diminished by handling beyond what is necessary to establish their nature and characteristics, we may deduct that amount from your refund.

Faulty items

If your item is faulty, not as described, or not fit for purpose, you have statutory rights under the Consumer Rights Act 2015.

 

Please contact us at tangolace@gmail.com, and we will arrange a repair, replacement, or refund in accordance with your rights.