Refund policy

Last updated: October 2026

This Refund, Returns & Cancellation Policy explains how refunds, returns, cancellations and damaged or incorrect items are handled at House of Hania, so you can understand the terms of your purchase before placing an order.

We sell Pakistani designer clothing in different formats, including unstitched, ready-to-wear, standard stitched and individually customised outfits. Return and cancellation rights can therefore depend on the type of product and service selected.

House of Hania does not offer an additional voluntary return or refund simply because a customer changes their mind. This does not affect any mandatory consumer rights that apply by law.

At a Glance

• Changed your mind? We do not offer voluntary returns or refunds for change of mind. Your statutory rights are not affected.
• Stitched or customised outfits may not qualify for change-of-mind cancellation or return once custom work has started.
• Faulty, damaged, incorrect or missing items? Contact us as soon as possible. We recommend within 48 hours of delivery, with photos.
• Before you send anything back, contact us first. Our registered office is not our returns address.
• Event dates are not guaranteed delivery deadlines unless we have confirmed this in writing.

What Applies to My Order?

1. Before You Place Your Order

Please review the product page carefully before completing checkout, including:

• Product description and designer
• Pieces included
• Fabric and colour
• Selected size
• Whether the outfit is unstitched, ready-to-wear or stitched
• Stitching or customisation selected
• Estimated dispatch and delivery information
• Your delivery details

Pakistani designer sizing can vary between brands and collections. Please use the size information relevant to the particular product you are ordering, and see our Size Chart for guidance.

If anything is unclear, please contact us before placing your order.

2. Order Changes & Cancellations

If you need to change or cancel an order, contact us as soon as possible.

Where sourcing, preparation, cutting, stitching or customisation has not yet begun, we will try to accommodate your request where reasonably possible. However, changes cannot be guaranteed once processing has started.

House of Hania does not provide a voluntary refund or cancellation merely because:

• You have changed your mind
• You no longer need the outfit
• Your event or travel plans have changed
• You selected the wrong size, colour or design
• You later prefer another product
• Your personal preference has changed

Any mandatory cancellation rights that apply to your purchase remain unaffected.

3. Stitched, Customised & Made-to-Measure Orders

Products genuinely made or materially altered specifically to individual customer measurements or instructions may not qualify for change-of-mind cancellation or return rights.

This can include individual body measurements, customer-specific garment measurements, requested lengths, sleeve or trouser measurements, neckline alterations, fitting adjustments or other individual tailoring instructions.

Once custom work has commenced, we will not normally accept cancellation or return because of:

• Incorrect measurements provided by the customer
• A change of mind
• A change to an event
• Weight or body-measurement changes
• Personal preference regarding fit
• A customer-requested design or alteration

Full conditions relating to measurements, fitting, length, tailoring tolerances and customisation are explained in our Stitching Policy, which forms part of the terms applicable when you purchase House of Hania stitching services.

Nothing in this section affects your rights if an item is genuinely faulty, incorrectly supplied or has not been produced in accordance with the measurements or instructions agreed with us.

4. Faulty, Damaged, Incorrect or Missing Items

Please inspect your order promptly after delivery.

If you believe your order has arrived significantly damaged, faulty, incorrect or with an advertised component missing, please contact us as soon as reasonably possible.

For obvious transit damage, an incorrect product or a visibly missing component, we recommend contacting us within 48 hours of delivery. Prompt notification helps us investigate packing and courier records while the information is readily available.

When reporting an issue, please provide:

• Your order number
• A clear explanation of the problem
• Clear photographs showing the issue
• Photographs of the packaging and shipping label where relevant
• Any other information reasonably required to investigate the claim

For higher-value orders, we recommend recording an unedited parcel-opening video, as this can assist with missing-item or transit-damage investigations.

The requested 48-hour notification period does not remove any statutory rights concerning faulty, incorrect or misdescribed goods.

Where a product is confirmed to be faulty, incorrectly supplied or otherwise not in conformity with the order, we will provide an appropriate resolution in accordance with your applicable consumer rights.

5. Inspect Before Cutting or Altering

If you believe there is a problem with your order, please contact us before materially altering it wherever reasonably possible.

For unstitched products, please check all fabric pieces, panels, borders and accessories before giving the outfit to a tailor.

Please avoid cutting, stitching, washing, dry-cleaning, repairing or altering a product after identifying a potential problem.

Once an item has been materially altered, determining its original condition or investigating the cause of an issue can become difficult.

This does not affect rights that cannot legally be restricted.

6. Returns & Return Approval

Please contact House of Hania before sending any product back.

If a return is required, our customer support team will provide the appropriate instructions and return address.

Our registered company address is not automatically our returns address. Do not send a return there unless our team specifically confirms it.

Where applicable, returned goods should include all pieces and accessories originally supplied.

An eligible returned product should not have been unnecessarily worn, washed, dry-cleaned, cut, stitched, altered or damaged.

It should also be free from avoidable marks or contamination including makeup, perfume, deodorant, food stains and pet hair.

Where permitted by law, a reasonable deduction may be made where unnecessary handling has reduced the value of a returned product.

7. Statutory Cancellation Rights

House of Hania does not operate an additional voluntary change-of-mind returns scheme.

However, some standard, non-personalised online purchases may have mandatory cancellation rights.

For qualifying UK distance-sale purchases, a customer may have the legal right to notify us of cancellation within 14 days after receiving eligible goods, without needing to provide a reason.

Products genuinely made to the customer's specifications or clearly personalised may be excluded from this statutory change-of-mind cancellation right.

Where a statutory cancellation right applies, House of Hania will honour it.

This statutory right is separate from your rights where goods are faulty, incorrectly supplied or materially misdescribed.

Customers outside the UK may have additional rights under the consumer laws of their own country. Nothing in this policy limits those rights.

8. Return Postage & Refunds

Where the customer is responsible for return postage, we recommend using a tracked service and suitable insurance for valuable garments.

Where House of Hania has supplied confirmed faulty or incorrect goods, reasonable return costs will be handled in accordance with applicable consumer rights.

For qualifying statutory cancellations, applicable standard outbound delivery costs will be refunded where required by law. Additional amounts paid for premium or express shipping may be treated differently where permitted.

Approved refunds will normally be returned to the original payment method.

After House of Hania processes a refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.

Currency conversion differences, bank fees and other third-party charges are outside House of Hania's control.

9. Delivery, Event Dates & International Orders

We understand that many customers purchase outfits for weddings, Eid, engagements, parties, holidays and other important events.

Please order sufficiently early whenever possible. See our Shipping Policy for delivery information.

Providing us with your event date helps us understand your requirements, but an event date does not automatically become a guaranteed delivery deadline.

Delivery before a particular date should only be treated as guaranteed where House of Hania has expressly confirmed that guarantee for your order.

Estimated production, dispatch and delivery times remain estimates unless expressly confirmed as guaranteed.

As a general guide, our estimated production, dispatch and delivery time is around 10–12 days. This can vary from outfit to outfit depending on the design, fabric, and whether stitching or customisation is selected. Please check the product page for the estimate that applies to your outfit.

International customers are responsible for checking any duties, taxes or customs requirements applicable in their destination country. Charges collected independently by customs authorities, couriers, banks or other third parties are outside House of Hania's control.

Customers are also responsible for providing complete and accurate delivery details.

Refusing delivery or failing to collect a parcel does not automatically constitute cancellation.

Where a parcel is returned because of an incorrect customer-provided address, failure to collect, refusal without valid cancellation or unpaid customer-responsible customs charges, reasonable resulting costs may be charged or deducted where legally permitted.

10. Payment Disputes & Customer Acknowledgment

If you experience a problem with an order, we encourage you to contact House of Hania first so that we can investigate the matter.

If a chargeback or payment dispute is opened, we may provide relevant transaction evidence to the payment provider. This may include order details, product information, customer communications, stitching instructions, measurements, quality-control records, photographs, tracking information, proof of delivery and return records.

Where there is reasonable evidence of deliberate damage, product substitution, manipulated evidence or fraudulent misuse of the refund process, House of Hania reserves the right to investigate the matter and take appropriate lawful action.

Nothing in this section prevents a customer from exercising legitimate rights through their bank or payment provider.

Before Completing Checkout

By placing an order, you confirm that you have had the opportunity to review:

• The product description
• Pieces included
• Your selected size
• Stitching or customisation selected
• Measurements supplied by you
• Delivery information
• This Refund, Returns & Cancellation Policy
• The Stitching Policy where stitching services are selected

This acknowledgment does not remove any statutory consumer rights.

Your Consumer Rights

Nothing in this policy is intended to exclude or restrict mandatory consumer rights.

Where mandatory consumer law provides rights that conflict with a provision of this policy, the applicable legal requirement will take precedence.

How to Report a Problem or Start a Return

1. Contact us first. Email support@houseofhania.com or message us on WhatsApp. Please do not send anything back before we confirm.
2. Send the details. Include your order number, a clear description of the issue and clear photographs. For damaged parcels, add photos of the packaging and shipping label.
3. Do not cut, wash or alter the item. Keep it as received so we can assess it fairly.
4. We review and reply. If a return is needed, our team will give you the return instructions and the correct return address.
5. Refund, if approved. Approved refunds normally go back to your original payment method. Your bank or payment provider may need additional time to show the funds.

Frequently Asked Questions

Can I return an outfit because I changed my mind?

We do not offer a voluntary return or refund for change of mind. This does not affect any mandatory consumer rights, including statutory cancellation rights that may apply to qualifying non-personalised UK distance-sale purchases.

Can I cancel or change an order after placing it?

Contact us as soon as possible. If sourcing, cutting, stitching or customisation has not yet begun, we will try to help. Changes cannot be guaranteed once processing has started.

My stitched outfit does not fit the way I expected. What can I do?

Contact us before arranging alterations elsewhere. We will compare the garment with the measurements and instructions you supplied. Where a genuine stitching error is confirmed, we will work with you on an appropriate resolution. See our Stitching Policy.

My parcel arrived damaged or something is missing.

Please contact us as soon as possible, ideally within 48 hours of delivery, with your order number and clear photos. For higher-value orders we recommend recording an unedited parcel-opening video.

Where do I send a return?

Only to the address our team gives you after approving the return. Our registered office is not automatically our returns address.

How long will my order take?

As a general guide, around 10–12 days. This varies from outfit to outfit depending on the design, fabric and any stitching or customisation selected. These are estimates unless we have expressly confirmed a guarantee for your order.

Is delivery guaranteed before my event?

An event date is not a guaranteed delivery deadline unless we have expressly confirmed a guarantee for your order. Please order early where possible.

Who pays customs duties and taxes on international orders?

International customers are responsible for any duties, taxes or customs charges in their destination country.

---

Contact House of Hania

For cancellations, returns, damaged items, incorrect orders or refunds:

Email: support@houseofhania.com | WhatsApp: +44 7426460738 | Phone: +44 7426460738

House of Hania | A brand of Spark Stock Ltd | Company Number: 16310549

Registered Office: Office 11946, 182-184 High Street North, East Ham, London E6 2JA, United Kingdom

Please contact us before sending any return. Our registered office is not necessarily our returns address.