Applicable to Ready-to-Wear and Made-to-Order Articles  |  Worldwide Orders

Effective date: 29th September 29, 2026     Version: 1.1     Review cycle: Every 6 months

This policy forms part of the Terms of Sale between Sillhouete and the customer. By placing an order on sillhouete.com, by WhatsApp, by telephone or at our studio, the customer confirms that they have read, understood and accepted the terms set out below.

1. Policy At A Glance

The rights available to you depend on the category of article you have purchased. Full detail follows in the sections referenced.

2. Scope & Definitions

• "Ready-to-Wear" (RTW / prêt) means an article held in finished stock in a standard size, dispatched as it appears on the website.

• "Made-to-Order, standard size" means an article cut, embroidered and stitched by our atelier after the order is received, to one of our published standard sizes.

• "Made-to-Measure, Custom & Bridal Couture" means any article produced against the customer's own measurements, or with any customisation of colour, fabric, embellishment, neckline, length, sleeve, lining or dupatta, and all bridal, nikkah, walima, mehndi and engagement ensembles.

• "Unstitched" means fabric supplied as loose panels or suit pieces, whether embroidered or plain.

• "Delivery" means the date the courier records the parcel as delivered to the address supplied at checkout, or the date of collection from our studio.

• "Working days" means Monday to Friday excluding gazetted public holidays in Pakistan. Production pauses during Eid holidays are notified on the website.

Where an order contains articles from more than one category, each article is governed by the rules of its own category.

3. Order Confirmation, Amendment & Cancellation

3.1 Confirmation

You will receive an order confirmation by email and WhatsApp within 24 hours of purchase. If you do not receive it, contact us before assuming the order has failed. Sillhouete may decline or cancel any order where the article is no longer available, where a pricing or specification error has occurred, where payment cannot be verified, or where the delivery address falls outside our shipping network. In each such case the full amount paid is refunded to the original payment method.

3.2 Amendments

• Changes to size, colour, measurements or customisation can be accepted within 24 hours of order placement and before cutting has begun.

• Changes to the delivery address can be accepted at any time before dispatch, free of charge. After dispatch, a courier redirection fee applies and is payable by the customer.

• Once fabric has been cut or embroidery has been laid out, no change of design, colour or measurement is possible.

3.3 Cancellation

• Any order may be cancelled in full within 24 hours of placement for a full refund, provided production has not begun.

• Ready-to-Wear and unstitched orders may be cancelled at any time before dispatch for a full refund.

• A Made-to-Order article cancelled after 24 hours but before cutting is refunded less a 15% production booking charge.

• A Made-to-Measure, custom or bridal order cancelled after cutting or after embroidery has commenced is not refundable, as the article cannot be resold. Any balance not yet paid is waived and the finished article is dispatched to the customer.

• Cancellation requests must be made in writing to [care@sillhouete.com] or via our official WhatsApp line. Verbal cancellations are not recorded.

4. Production & Dispatch Lead Times

Lead times begin from the date of cleared payment, or — for made-to-measure articles — from the date on which complete and confirmed measurements are received, whichever is later. Delay in supplying measurements delays the order accordingly.

We publish honest lead times rather than optimistic ones. If your event date does not allow the standard lead time, please tell us before ordering: we will either confirm an express slot in writing or advise you against the order. We will not accept a booking we cannot deliver in time.

For formal and bridal dresses we share the size measurments images with customers at their Whatsapp if customers don’t object  before despatch that measurements will be treated as final and no claim will be entertained for this.

5. Shipping — Pakistan

• Delivery nationwide within 3–5 working days of dispatch through our courier partners [e.g. TCS / Leopards.

• Standard shipping is complimentary on orders above PKR 20000; below that a flat charge of PKR 1000 applies, shown at checkout.

• Cash on Delivery is available on specific collections within serviceable cities and is not available on made-to-measure, custom or bridal orders, which require advance payment.

• Please note that courier terms do not permit a parcel to be opened before payment is made on a Cash on Delivery order. Your rights under Sections 8 and 11 apply from the moment of delivery.

6. Shipping — International

Sillhouete ships worldwide, with dedicated service to the United States, United Kingdom, Canada and Australia. All international parcels travel fully tracked through DHL Express / FedEx / SkyNet].

6.1 Duties, taxes and customs

• International orders are shipped on a Delivery Duty Unpaid basis (Except USA) unless stated otherwise at checkout. Import duty, sales tax, VAT, GST and customs brokerage in the destination country are the responsibility of the recipient and are not included in the price paid to Sillhouete.

• These charges are levied by your government, not by us, and we cannot estimate them reliably or refund them.

• If the parcel is stucked at custom, or duties are left unpaid and the parcel is returned or destroyed, the order is treated as delivered and is not refundable. Any return freight, storage and abandonment charges billed to us will be recovered from the customer.

• We declare all shipments accurately and at true value. 

6.2 Address accuracy

It is the customer's responsibility to supply a complete, correct and currently occupied delivery address with a reachable telephone number. Where a parcel is returned to us because the address was wrong or incomplete, because the recipient could not be reached, or after three failed delivery attempts, the customer bears the cost of re-shipment. Refunds are not available in these circumstances.

7. Tracking, Delay, Loss & Damage in Transit

• A tracking number is issued by email and WhatsApp on dispatch.

• If tracking has not updated for 7 consecutive working days, notify us and we will open a formal trace with the carrier.

• Where a parcel arrives visibly damaged, photograph the outer packaging before opening, note the damage with the courier where possible, and contact us within 48 hours.

• Sillhouete is not liable for delay caused by weather, strike action, customs inspection, carrier backlog or other events beyond our reasonable control, but we will pursue the carrier on your behalf and keep you informed.

• Sillhouete is not liable for , If a parcel is delayed or misplaced by the shipping company by any reason whats so ever.

8. Inspection On Arrival

We strongly recommend filming a continuous unboxing video from the moment the sealed parcel is in your hands. This single step resolves the overwhelming majority of claims immediately and in the customer's favour.

Any shortage, damage, incorrect article or manufacturing fault must be reported within 48 hours of delivery, with photographs or video, so that we can act while the courier claim window is still open. Claims of transit damage or missing items raised after 48 hours cannot be verified and may be declined. 

9. Returns, Exchanges & Refunds

9.1 Ready-to-Wear and unstitched articles

If a Ready-to-Wear or unstitched article is not right for you, you may return it for a refund or exchange within 14 days of delivery, provided that:

• the article is unworn, unwashed, unaltered, uncut and free of perfume, make-up, deodorant or stains;

• all original tags, labels, hangers, garment bags, boxes and packaging are intact;

• the invoice or order number is enclosed; and

• a return authorisation has been issued by us before the article is sent back.

Return freight is at the customer's expense unless the article was faulty or incorrectly supplied. Original shipping charges, duties and taxes are not refundable. We recommend a tracked service; we cannot accept responsibility for returns lost in transit to us.

9.2 Made-to-Order, standard size

These articles are cut and embroidered for you after your order is placed and are therefore not returnable for a change of mind. Where a standard-size article does not fit as expected, contact us within 3 days of delivery with photographs and your measurements. Where the finished garment measures outside our published tolerance of [1 inch] against the size chart, we will alter or remake it at our cost. Where it measures within tolerance, we will offer alterations at cost, or a store credit at our discretion, as a gesture of goodwill.

9.3 Made-to-Measure, custom & bridal couture

Articles produced to your measurements or specification are final sale and cannot be returned, exchanged or refunded for change of mind, change of event, change of size after ordering, or subjective dissatisfaction with a design you approved. They have no resale value to any other client. Your protection instead takes the form of the fitting and alteration commitments in Section 10, and the fault protections in Section 11.

9.4 Exchanges

• Exchanges are available on Ready-to-Wear and unstitched articles within 3 days, subject to stock availability.

• Where the replacement is of higher value, the difference is payable before dispatch. Where it is of lower value, the difference is issued as store credit.

• An article bought at full price that has since gone on sale is exchanged at its current selling price.

• Each order may be exchanged once.

9.5 Store credit

Store credit is issued as a coupon code within 5 working days of our receiving and inspecting the returned article. It is valid for 12 months from issue, may be used across multiple orders and on sale articles, is not transferable and is not redeemable for cash.

10. The Sillhouete Fit Commitment (Made-to-Measure & Bridal)

Because custom articles cannot be returned, we invest in getting them right before they reach you.

• Measurements are confirmed in writing before cutting. Where measurements appear inconsistent, we will query them rather than proceed.

• Clients in Lahore are offered up to two in-studio fittings for bridal orders at no charge.

• International and out-of-city clients receive photographs and video of the completed ensemble before dispatch.

• Complimentary alterations are available for 14 days from delivery, where the garment differs from the confirmed measurement sheet. Return freight for alterations is shared: the customer ships to us, Sillhouete ships back at our cost.

• Where the fault is ours and cannot be corrected by alteration, we remake the ensemble at our cost, or refund in full where the event date no longer allows a remake.

• Alterations arising from a change in the customer's own body measurements after the measurement sheet was confirmed are chargeable, and freight in both directions is payable by the customer.

11. Faulty, Damaged Or Incorrect Articles

If an article reaches you with a manufacturing defect, is damaged in transit, is missing components, or is not the article you ordered, contact us within 48 hours of delivery with your order number, a description of the issue and clear photographs or video.

Our quality team will assess the claim within 5 working days. Where the claim is upheld, you may choose:

1. repair or replacement of the article at our cost, including return and outbound freight;

2. a full refund of the price paid, including original shipping; or

3. store credit of equivalent value, at your option.

This applies to every category, including bridal, custom and sale articles. No policy in this document limits our responsibility for goods that are defective or not as described.

The following are not manufacturing defects: loose embroidery threads on the reverse of a panel, which are inherent to hand embroidery; minor irregularity in hand-set stones, dabka, zardozi or sequin work; slight asymmetry in hand-cut motifs; the natural scent or stiffness of new embroidered fabric; and damage arising from wear, washing, dry cleaning, alteration by a third party, or improper storage after delivery.

12. Articles That Cannot Be Returned

• Made-to-measure, custom and bridal ensembles, except where faulty.

• Unstitched fabric that has been cut, stitched, washed or dyed.

• Articles worn, altered by a third party, washed, stained, scented or with tags removed.

• Sale, clearance, archive and sample-sale articles, except where faulty.

• Gift cards and store credit.

• Articles returned without prior return authorisation, or received by us after the applicable window.

13. Refund Method, Timing & Currency

• Approved refunds are issued to the original payment method. We do not refund to a different card, account or person.

• Refunds are processed within 5-7 working days of the returned article being received and inspected. Your bank or card issuer may take a further 5–10 working days to post the funds.

• Cash on Delivery orders are refunded by bank transfer to an account in the purchaser's name.

• International refunds are calculated in PKR at the value originally received by us. Because exchange rates move, the amount landing in your account may differ from the amount you originally paid. Bank charges, card processing fees and currency conversion spreads are not refundable, as they are not received by Sillhouete.

• Original outbound shipping, duties and taxes are refunded only where the article was faulty, incorrectly supplied, or where the order was cancelled before dispatch.

• Please raise any dispute with us before initiating a chargeback. A chargeback filed while a claim is open suspends our handling of the claim until the bank concludes its process.

14. Colour, Fabric & Craft Variation

Every Sillhouete piece is finished by hand. Photography, studio lighting, screen calibration and device settings all affect how colour appears online, and dyed lots vary slightly between production runs. A reasonable variation in shade, sheen, embroidery density or bead placement between the image and the delivered article is a characteristic of hand-crafted couture and is not a defect. Where an exact shade is critical — for a coordinated bridal party, for example — request a fabric swatch or a colour confirmation photograph before we cut.

15. Consumer Rights In Your Country

Nothing in this policy limits or excludes any right you hold under the mandatory consumer law of your country of residence.

• United Kingdom: the statutory right to cancel most distance purchases within 14 days applies to our Ready-to-Wear and unstitched articles. Goods made to your specification or clearly personalised are exempt from that right under the Consumer Contracts Regulations, which is why made-to-measure and bridal articles are final sale. Your rights in respect of goods that are faulty or not as described under the Consumer Rights Act 2015 are unaffected.

• European Union: the equivalent 14-day withdrawal right and its exemption for custom-made goods apply on the same basis.

• Australia: the consumer guarantees under Australian Consumer Law apply in full, including to custom articles. Where an article has a major failure, you are entitled to a refund or replacement.

• United States and Canada: this policy is offered as our contractual commitment and applies in addition to any right you hold under applicable state, provincial or federal law.

16. How To Raise A Request

4. Write to info@sillhouete.com or message our official Whats-app line +923310397865 within the applicable window, quoting your order number.

5. Attach clear photographs or video showing the issue, and — for fit claims — the garment measured flat against a tape.

6. Our team acknowledges within 48 hours and issues a decision within 5 working days.

7. If a return is approved, we issue a Return Authorization number and the correct return address. Do not ship anything back before receiving it; unauthorized returns cannot be tracked to your order and may be refused.

8. Pack the article in its original packaging, enclose the invoice, write the Return Authorization number on the outer parcel and ship by a tracked service. For international returns, mark the parcel clearly as "Returned Goods — No Commercial Value" to avoid re-import duty.

9. Send us the tracking number. On receipt, inspection takes up to 5 working days, after which your refund, exchange or credit is processed.

Return address: 327-B, Street 7, Lane 15, Cavalry Ground, Lahore, Pakistan. Please do not return any article to this address without a Return Authorisation number.

17. Escalation

If your matter is not resolved to your satisfaction within 7 working days of first contact, escalate in writing to info@sillhouete.com, marked for the attention of the Customer Care Manager. Escalated matters receive a written response within 5 working days. We would always rather resolve a complaint directly than have a client leave us unhappy.

18. General

• Sillhouete may amend this policy at any time. The version published on sillhouete.com at the moment your order is placed is the version that governs that order.

• Where any provision of this policy is found unenforceable in your jurisdiction, the remaining provisions continue in force.

• These terms are governed by the laws of Pakistan, without prejudice to the mandatory consumer protections of your country of residence.

SILLHOUETE

Studio: Almas Tower, MM Alam Road, Gulberg 2, Lahore  |  Corporate: 327-B, Street 7, Lane 15, Cavalry Ground, Lahore

info@sillhouete.com  |  +92 331 0397865  |  sillhouete.com