FAQS

These Terms & Conditions govern the purchase of products from House of SR ("we", "our", "us"). By placing an order through our website, you agree to be bound by these terms.

Bespoke & Made-to-Order Products

All House of SR products are made to order and handcrafted specifically for each customer. Please allow up to 4 weeks from confirmed order date. Rush orders are available upon request and must be confirmed before order is placed.

As a result, all sales are considered final once an order has been placed.

Please ensure all measurements, specifications, and product selections are reviewed carefully before submitting your order.

Cancellation of Orders & Amendments

As all House of SR products are handmade and made to order, orders cannot be cancelled once production has commenced.

Please ensure you are satisfied with all order details before completing your purchase.

Any request to amend an order after purchase, including but not limited to veil length, width, colour, embellishment placement, design details, shipping information, or other bespoke specifications, will be considered at the sole discretion of House of SR and cannot be guaranteed once production materials have been ordered, allocated, cut, or work has commenced.

Where an amendment is accepted, House of SR reserves the right to charge an additional fee to cover any costs incurred as a result of the requested changes.

Returns & Exchanges

Due to the bespoke and made-to-order nature of our products, we do not accept returns, exchanges, or cancellations for change of mind, incorrect ordering, or personal preference. We recommend ordering a sample of fabric in order to ensure colour match.

Returns will only be considered where a product is deemed faulty.

Faulty Items

If you believe your item is faulty, you must notify us in writing within 7 days of receiving your order.

To report a fault, please contact us with:

Your order number
A description of the fault
Clear photographs showing the issue

Failure to report a fault within 7 days of delivery may result in your claim being declined.

Once the item has been inspected and the fault has been confirmed by us, we will determine an appropriate remedy, which may include repair, replacement, or refund at our discretion.

Return Shipping Costs

Customers are responsible for all return shipping costs associated with returning an item for inspection, including items claimed to be faulty.

House of SR does not reimburse return postage, shipping fees, customs charges, duties, taxes, or any related expenses.

We recommend using a tracked and insured delivery service, as we cannot be held responsible for items lost or damaged in transit during return shipment.

Shipping

We currently ship exclusively to addresses within Mainland United Kingdom.

All orders are dispatched via Royal Mail Tracked 48, which includes tracking, insurance, and a signature upon delivery.

A flat-rate shipping fee of £10 per order applies to all orders.

Delivery timeframes provided by Royal Mail are estimates only and are not guaranteed. House of SR is not responsible for delays caused by Royal Mail, adverse weather conditions, customs inspections, strikes, or circumstances beyond our reasonable control.

Shipping charges are non-refundable, including in the event of a return, cancellation, refused delivery, or unsuccessful delivery attempt.

Product Variations

As all products are handcrafted, slight variations in appearance, dimensions, fabric placement, embellishment placement, colour tone, and finishing details may occur. These variations are inherent to handmade products and do not constitute faults.

We recommend ordering a sample of fabric in order to ensure colour match.

Order Acceptance

All orders placed through the House of SR website are subject to acceptance and availability.

Once an order has been placed, you will receive an order confirmation email. This confirmation does not constitute acceptance of your order. A contract between you and House of SR is formed only when your order has been accepted and production has commenced.

We reserve the right to refuse, cancel, or limit any order at our discretion, including but not limited to instances of pricing errors, suspected fraudulent activity, inaccurate customer information, or product availability issues.

Customer Responsibility

It is the customer's responsibility to ensure that all order details, including product selections, customisations, measurements, shipping information, and contact details, are accurate before completing their purchase.

House of SR cannot be held responsible for delays, additional costs, or product issues resulting from incorrect information provided by the customer.

Payment

Full payment is required at the time of purchase. Orders will not enter production until payment has been successfully received and authorised.

We accept payment methods displayed at checkout. By submitting payment information, you confirm that you are authorised to use the selected payment method.

Payment Processing

All payments made through the House of SR website are securely processed through Shopify and its approved payment providers.

House of SR does not store, collect, or have access to your full payment card details. Payment information is processed securely in accordance with Shopify's security standards and applicable data protection laws.

By submitting payment information, you confirm that:

You are authorised to use the payment method provided.
The payment details supplied are accurate and complete.
You authorise Shopify and its payment providers to charge the full order amount, including applicable shipping charges.

In the event that a payment is declined, reversed, disputed, or otherwise unsuccessful, House of SR reserves the right to suspend, delay, or cancel the order until payment has been successfully received.

House of SR reserves the right to cancel any order suspected of fraud, unauthorised payment activity, chargeback abuse, or breach of these Terms of Service.

Pricing

All prices displayed on our website are shown in Pounds Sterling (£ GBP).

Prices are subject to change without notice. However, any changes will not affect orders that have already been accepted and paid for.

Promotional Codes

Promotional codes, discounts, and special offers may be withdrawn, amended, or cancelled at any time without notice.

Only one promotional code may be used per order unless otherwise stated.

Promotional codes have no cash value and cannot be exchanged for cash or credit.

Intellectual Property

All content displayed on this website, including but not limited to:

Photographs
Product images
Videos
Graphics
Logos
Branding
Product descriptions
Website design
Text and written content

is the exclusive property of House of SR and is protected by copyright, trademark, and intellectual property laws.

No content may be copied, reproduced, distributed, published, modified, downloaded, used for commercial purposes, or shared without the prior written consent of House of SR.

Unauthorised use of any content may result in legal action.

Website Use

You agree not to:

Use this website for any unlawful purpose.
Interfere with the operation or security of the website.
Attempt to gain unauthorised access to any part of the website.
Copy, scrape, or reproduce website content without permission.

We reserve the right to restrict or terminate access to users who breach these terms.

Limitation of Liability

To the fullest extent permitted by law, House of SR shall not be liable for any indirect, incidental, consequential, or special damages arising from the use or purchase of our products.

Our liability shall not exceed the total purchase price paid for the product in question.

Governing Law

These Terms & Conditions shall be governed by and interpreted in accordance with the laws of England and Wales. Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.