Custom orders are made-to-order pieces created by a designer specifically for you — no two the same. Because each piece is unique, custom orders follow a different path from ready-to-wear purchases. This guide explains the full flow and the timelines involved.
The Custom Order Flow
You consult with a designer (see How to book a consultation with a designer) and agree on the design, materials, and price.
The designer records your measurements and issues an invoice. Designers must send the invoice within 24 hours of your order request.
You pay the invoice. You have 14 days to pay before the order is cancelled automatically.
The designer produces your piece within the agreed production window. If no window was agreed in writing, the default is 7 days.
Once finished, the designer marks the order Ready-to-Ship and dispatches it within 72 hours (Sundays do not count — see Fulfilment timelines: the 72-hour dispatch rule and Sunday exclusion).
You receive the piece, confirm delivery, and can leave feedback.
Key Timelines at a Glance
Stage | Timeframe |
Invoice issued after order request | Within 24 hours |
Payment window after invoice | 14 days |
Production (if not agreed in writing) | 7 days default |
Dispatch after production completes | 72 hours, Sundays excluded |
What Happens If Something Slips
If a designer misses the dispatch deadline, the platform sends reminders and escalates daily. On day 5 of a missed deadline, the order is cancelled and you are fully refunded (see Missing a fulfilment deadline: what happens). You can also raise a dispute at any stage — see Raising a dispute on an order.
Frequently Asked Questions
Do I pay before or after the designer starts? For custom orders, payment happens after the invoice is issued and before production begins. The invoice spells out exactly what you are paying for, so review it before you pay.
Can the price change after I agree? Any change to the agreed price must be agreed in writing through the platform, usually as an updated invoice. Never pay a designer outside the platform.
What if my measurements change after I ordered? Message your designer as early as possible. Small adjustments during production are often possible; major changes may affect the timeline and price.
Getting help
For custom order questions, contact support at [email protected].