Last updated: 26/11/25
AMSCHELA is a 100% made-to-order brand. This means every piece is produced individually once an order is placed. We do not hold bulk stock or large warehouses of inventory.
Because of this, our returns and refunds process is slightly different from fast-fashion or mass-stock retailers. Please read the policy below carefully before placing your order.
1. Made-to-Order & “Change of Mind”
Each AMSCHELA piece is created specifically for you when you place an order.
For this reason, we are unable to accept returns or offer refunds for:
- Change of mind
- Deciding you do not like the colour, print or style
- Purchasing the wrong size where the item matches the size chart
- General preference reasons (e.g. “doesn’t suit me”)
In these situations, the item has been made to your order and cannot be resold as new.
Please check the product details, size guides and delivery timeframes carefully before ordering. Our customer care team is happy to help with questions in advance.
2. Faulty, Damaged or Incorrect Items
We will always put things right where:
- The item arrives faulty or damaged; or
- You receive an incorrect item (wrong style, print, colour or size) compared to your order confirmation; or
- There is a clear manufacturing/print defect.
In these cases, we will offer one of the following, depending on the circumstances and your preference where possible:
- A replacement of the same item; or
- A repair (where appropriate); or
- A refund to your original payment method.
3. Reporting a Problem with Your Order
If you believe your item is faulty, damaged or incorrect, please contact us as soon as possible.
You must notify us within 14 days of receiving your order.
To help us resolve the issue quickly, please email enquiries@amschela.com marking the Subject Heading : Returns with:
- Your full name
- Order number
- The item(s) affected
- A brief description of the issue
- Clear photos showing:
- The fault or damage; and
- The full item; and
- The packaging/labels if relevant
Without photos we may not be able to investigate with our production partners or authorise a replacement/refund.
4. Inspection & Resolution
Once we receive your email and photos, we will:
- Assess the issue internally and with our production partner (UK or US);
- Confirm whether the item is considered faulty / misprinted / incorrect; and
- Offer an appropriate resolution, which may include:
- Remaking and sending a replacement item at no extra cost to you; or
- Providing a partial or full refund, depending on the nature of the issue; or
- In rare cases, requesting that you return the item to us for further inspection.
In many cases we will not require the item to be physically returned, particularly where return shipping is disproportionate to the value of the goods. If we do need the item back, we will provide return instructions and label where applicable.
5. Condition of Returned Items (If We Request a Return)
Where we ask you to return an item:
- It must be unworn, unused, and in the same condition that you received it (other than the reported fault).
- Wherever possible, please include the original packaging, dust bags and tags.
- We may refuse a refund or replacement where:
- The item shows signs of wear beyond reasonable trying-on; or
- Damage has occurred after delivery due to misuse, neglect or improper care contrary to the care instructions.
6. Customisation & Personalisation
If, in future, any items are:
- Personalised (e.g. initials, monogramming, bespoke colour/print), or
- Otherwise made to your specific custom requirements,
these are treated as final sale and cannot be returned or refunded for change of mind under any circumstances, except where they are faulty or not as described.
We will clearly indicate on the product page where an item is considered personalised or custom.
7. Delivery Delays
Because our items are made to order and shipped from different production locations (UK and US), delivery times are estimated and not guaranteed.
Our standard guidelines are:
- UK-made items: approx. 5–7 working days from order
- US-made items: approx. 7–12 working days from order
We are not responsible for delays caused by:
- Incorrect or incomplete delivery addresses provided by the customer
- Couriers or postal services
- Customs clearance (for international orders)
- Events outside our control (e.g. strikes, severe weather, force majeure)
Delivery delays alone do not usually qualify an order for a refund, unless the item fails to arrive within a reasonable period and is confirmed lost by the courier. In that case, we will work with you to resolve the issue via replacement or refund.
8. Refund Method
Where a refund is agreed:
- Refunds will be made to the original payment method used at checkout.
- We cannot refund to a different card or account.
- Depending on your bank or card provider, refunds may take up to 5–10 working days to appear.
If we arrange a replacement rather than a refund, no money will be returned, and the replacement will be produced and shipped to you as soon as possible within our made-to-order timeframes.
9. Discounted Items & Promotions
- Discounted or promotional items are subject to the same rules as full-price items:
- No change-of-mind returns;
- Faulty/incorrect items will be replaced or refunded as per Sections 2–4.
- If a refund is agreed, it will be made at the price actually paid (including any discounts applied at the time of purchase).
10. Exchanges
Because we are a made-to-order brand and do not hold stock, we are generally unable to offer traditional exchanges (e.g. swapping one size/colour for another, or one style for another) for change-of-mind reasons.
Where an item is faulty and we agree a replacement, we will remake the same item originally ordered, unless we agree otherwise in writing.
11. Contact
If you have any questions about this Returns & Refunds Policy, or are unsure whether your situation is covered, please contact:
Email: [enquiries@amschela.com]
Subject line: Returns & Refunds – [your order number]
Our team is small, but we will always do our best to resolve genuine issues fairly while respecting the made-to-order nature of our production.
