Refund policy

Last updated: 5 July 2026

3LATO is a made-to-measure company. Every piece is created for a specific client - including drop and ready-to-ship purchases, which are tailored to your measurements before dispatch.

All sales are final. We do not accept returns, exchanges, or refunds.

By placing an order, you confirm that you understand and accept this policy.

1. Made to measure - all orders

Whether you order through a drop, a ready-to-ship listing, or a custom enquiry, your piece is made or adjusted for you. There are no separate return rules for “drop” versus “ready-to-ship” - both are made-to-measure work.

We do not run sale events or discounted clearance lines. All pieces are sold at full price under the same non-refundable terms.

2. Sizing before dispatch

Sizing or tailoring confirmation is required before production or dispatch can begin. You should provide measurements or fit details as soon as possible after purchase, and within the timeframe we request.

Production and dispatch cannot begin until the required sizing information has been received. Any delay caused by late or incomplete sizing information may delay your order. That delay is the customer's responsibility and does not extend agreed delivery timelines or create liability for 3LATO.

Failure to provide requested sizing information within the timeframe we requested may limit any fit-related resolution we can offer.

3. Deposits and payment

For orders with a deposit, the deposit is non-refundable once work has begun, fabric has been reserved, or production time has been allocated, unless otherwise agreed in writing by 3LATO.

The final balance must be paid before shipping.

4. Approved payment arrangements

Where 3LATO has agreed a split-payment arrangement with you in writing (this is not available as a standard website checkout option):

The agreed amount and payment schedule will be confirmed by 3LATO in writing.
The order does not ship until fully paid.
Once work, sourcing, tailoring, or an item hold has started, payments already made may become non-refundable.

5. Quality checks before dispatch

Every piece is quality-checked and carefully packed before dispatch.

6. Issues reported on receipt

If you believe there is a genuine problem with your order, contact care@email.3lato.com within 48 hours of delivery with your order number, a clear description, and photos.

We will review the matter individually. This does not constitute a returns policy and does not guarantee a refund, replacement, or exchange. Problems caused by wear, misuse, incorrect care, accidental damage, third-party alterations, or failure to follow care instructions are not covered.

7. Refunds

Refunds are not offered except where required by applicable law.

8. Refused delivery

If you refuse delivery or fail to collect a parcel, 3LATO is not obliged to refund shipping or handling costs already incurred. Any costs arising from the return of the parcel to us may be deducted from any amount otherwise due, where permitted by law.