Terms of service

OVERVIEW

Welcome to ACT London. Throughout these Terms, the words "ACT London," "we," "us," and "our" refer to ACT London.

These Terms of Service govern your access to and use of our website, products, services, and all related content (the "Services"). Our website is hosted by Shopify, which provides the ecommerce platform that enables us to offer our Services.

By accessing our website or placing an order with ACT London, you confirm that you have read, understood, and agreed to these Terms of Service, together with our Privacy Policy and any other policies referenced on our website.

If you do not agree with these Terms, you should not use our Services.

MADE-TO-ORDER GARMENTS

All ACT London garments are produced exclusively for each client following confirmation of their order.

As each piece is individually crafted and not held in stock, orders cannot be resold or repurposed once production has commenced.

For this reason, all made-to-order purchases are considered final, subject only to your statutory rights and the provisions set out in these Terms.

MEASUREMENTS & FIT

Clients are responsible for ensuring that all measurements submitted to ACT London are complete and accurate.

We strongly recommend that measurements are taken with the assistance of another person and in accordance with our measurement guide.

ACT London cannot accept responsibility for fitting issues resulting from incorrect or inaccurate measurements supplied by the client.

Should a garment be manufactured incorrectly using the measurements provided, we will work directly with the maker to resolve the issue.

CANCELLATIONS

Orders may be cancelled at any time before measurements have been submitted and production has commenced.

Once measurements have been received and production has begun, cancellations are no longer possible due to the personalised nature of the garment.

Approved refunds will be processed within 10 business days using the original payment method.

RETURNS & REFUNDS

As every ACT London garment is individually made to order, purchases are exempt from the standard right to cancel under the Consumer Contracts Regulations 2013.

Refunds will only be considered where:

production has not yet commenced; or
the garment arrives with a verified manufacturing fault or defect.

Each garment undergoes a quality inspection before dispatch.

Refunds will not be issued for:

incorrect measurements supplied by the client;
change of mind;
event cancellations;
delays outside ACT London's reasonable control.

If you believe your garment is faulty, you must notify us within 5 days of delivery, providing clear photographs so we can investigate promptly.

Nothing within these Terms affects your statutory consumer rights.

EXCHANGES

Due to the made-to-order nature of our garments, exchanges are not generally available.

Where a genuine manufacturing defect has been confirmed, ACT London will, at its discretion, repair or replace the garment where appropriate.

CRAFTSMANSHIP

Every ACT London garment is handcrafted by skilled artisans.

Minor variations in embellishment, embroidery, bead placement, colour tone or finishing are inherent characteristics of handcrafted luxury garments and are not considered defects.

SHIPPING & DELIVERY

Production typically requires 2–3 weeks, although more intricate garments may require additional time.

Once production is complete, your garment is carefully inspected before dispatch.

Estimated delivery times are:

United Kingdom: 2–5 business days
International: Delivery times vary by destination.

Tracking details will be provided once your order has been dispatched.

Although we endeavour to meet all estimated delivery dates, ACT London is not responsible for delays arising from:

production requirements;
customs inspections;
courier delays;
adverse weather;
other circumstances beyond our reasonable control.

Clients are responsible for ensuring that all delivery information is accurate.

LIABILITY

To the fullest extent permitted by law, ACT London shall not be liable for indirect, incidental or consequential loss arising from delays caused by third-party manufacturers, shipping providers, customs authorities or other events outside our reasonable control.

Nothing in these Terms limits liability where it would be unlawful to do so.

COMPLAINTS

Should you have any concerns regarding your order, we encourage you to contact our Concierge team as soon as possible.

We aim to:

acknowledge all complaints within 3 business days
provide a substantive response within 10 business days

DISCOUNT

£50 discount is valid on your first order only.
Minimum spend of £500 applies.
One discount per customer.
Discount cannot be exchanged for cash.
Cannot be combined with any other offer, promotion, or discount code.
Act London reserves the right to amend or withdraw this offer at any time.

PRIVACY

ACT London collects personal information including your name, contact details, delivery information and measurements solely for the purpose of fulfilling your order and providing our Services.

Your information may be shared with trusted production partners, couriers and service providers only where necessary to fulfil your purchase.

We process personal information in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and our Privacy Policy.

You may request access, correction or deletion of your personal information by contacting us at:

concierge@actlondonuk.com

SHOPIFY

Our website is powered by Shopify.

By using our Services, you acknowledge that certain information you provide may also be processed by Shopify in accordance with Shopify's Privacy Policy.