Refund policy
We understand - a Daina Hugh piece is an investment.
With that in mind, here is what we kindly ask you to consider before placing your order.
Each item is thoughtfully made to order. A considered expression of craftsmanship, intention, and time.
From design to pattern-making and final construction, every piece passes through many hands - including my own.
This process is personal. It is slow by design. And it reflects the values we hold close: care, precision, and lasting beauty.
That said, should you wish to return or exchange your piece, we kindly ask you to take note of the following details:
Returns
As all pieces are made-to-order, they are crafted specifically for you. This process takes time, attention, and resources, which is why we encourage mindful purchasing.
Returns are accepted within 14 days of delivery. To be eligible, items must be in their original, unworn condition. Once received and reviewed, your refund will be issued to the original form of payment.
Please note that shipping costs - both original and return - are not covered by us. Returned items must be sent to the showroom address provided. Items that are damaged, worn, or altered unfortunately cannot be accepted, and will be returned to the sender at their own expense.
To initiate a return, kindly reach out to us at customercare@dainahugh.com
Exchanges
We are happy to offer exchanges within 14 days of receiving your order. If you would like to request a different size or style, please contact us at customercare@dainahugh.com and we will guide you through the process.
Please note that not all exchange requests can be fulfilled in the same way.
Availability may vary depending on the style or fabric we have on hand. We ask for your understanding and flexibility as we work to accommodate your preferences.
As each piece is made to order, please allow up to 14 days for the creation of your exchanged item.
For bespoke pieces made to your individual measurements, we kindly ask you to read the following before placing your order.
Each bespoke item is crafted exclusively for you — tailored precisely to your proportions, preferences, and specifications. Because of this level of personalisation, we are unable to offer refunds or exchanges on these pieces.
Of course, if your item arrives with a fault or if the construction does not meet our standards of quality, please don’t hesitate to contact us. We will ensure that any concerns are addressed with care and urgency.