RETURN POLICY
CUSTOM GARMENT POLICY
We appreciate your choice of VIOZÁ for your special occasion garment needs.
We are confident in the quality of our craftsmanship and garments and are eager to assist you in any way possible. To proceed with your order, please review and agree to the following steps:
ORDER PROCESS
- Following your consultation, you will receive two sketches to choose from. Once you’ve selected a design and approved the brief, production will begin.
- After choosing the garment style, fabric, color, and providing necessary measurements and information, your order will be processed and submitted for production.
- As our garments are made to order, we require either full payment or a non-refundable deposit of eighty percent (80%)of the total cost before production can commence.
- Please note that for custom order, all of the above steps and requirements are mandatory.
CONSULTATION
At VIOZÁ, consultations are essential for creating custom designs, allowing our designers to grasp each client’s unique vision. During these sessions, clients are encouraged to share their style inspirations, guiding the design process effectively. Consultations can be conducted either in-person at our atelier or online, depending on the client’s preference.
Our consultation slots are available on Tuesdays, Wednesdays and Thursdays between 10:00am GMT+1 – 4:00pm GMT+1, each lasting 60 minutes (1hour).
It’s imperative to adhere strictly to the scheduled day and time.
Rescheduling is possible up to 72 hours before your appointment, subject to availability. However, late arrivals or missed appointments results in forfeiture of consultation fee, necessitating a new booking.
After the session, clients receive two sketches based on their discussed preferences, from which they must select one for production approval.
If additional sketches or design revisions are required, another consultation session is necessary.
Consultation meeting with our creative director attracts a fee of $100, or its equivalent in Naira. This fee makes up part of your final bill but is non-refundable.
SIZING
We work closely with clients to determine their ideal size by comparing their measurements with our sizing chart. If measurements are obtained elsewhere or by the client without our supervision, the client assumes responsibility for their accuracy. It’s recommended to select the larger size if one falls between sizes, as garments can only be adjusted smaller, not larger. If a client opts for a size not recommended by us, they must provide written approval for that choice. We cannot be held liable for a garment that does not fit after the client has approved the size. In the event that a new garment is necessary due to incorrect sizing, the client will be charged the full price for the reorder. We encourage clients to be forthcoming with any relevant personal information, such as pregnancy, weight loss, or weight gain, prior to the commencement of garment production.
PAYMENTS
All payments must be completed in full prior to collection or delivery. To commence garment production, either full payment or an eighty percent (80%) deposit of the total order cost is required. Invoices become invalid after three days without client payment, potentially leading to re-invoicing at a higher price for the same garment. Payments must be made into bank accounts bearing our name (VIOZÁ APPARELS) to be considered valid.
The deposit initiates the design process, while the remaining twenty percent (20%) balance is due on the client’s final fitting day before collecting or receiving the finished product.
Payment serves as acceptance of our terms and conditions. All sales are final; thus, no returns, exchanges, refunds, or transferred credits are permitted for custom items sold by VIOZÁ. Any payment delay beyond the provided due date may delay production by at least one month, with VIOZÁ bearing no responsibility for delayed garment delivery. Additionally, a $200 or its Naira equivalent charge may apply for further delaying the production timeline.
The twenty percent (20%) balance payment is required on the final fitting day. Should the client be physically unavailable for fittings, a demand notice or invoice for the remaining twenty percent (20%) payment will be issued, with payment due on the invoice date.
FABRIC/HUE DIVERGENCE
Please be aware that due to variations in dye-lots and fabric embellishments, the colors may differ slightly from what was initially chosen from our design brief color card, picture, or provided sample. If your custom order fabric(s) is based on a previous design showcased on any of our platforms or discussed during a consultation with a member of our design team, please note that slight variations in the reproduction of this fabric from the vendor(s) may occur. In case of such, this would be communicated to the client for approval before we proceed with production.
For bridal parties, we recommend placing garment orders simultaneously, as they will be cut from the same bolt of cloth. This ensures consistency in color. However, if bridesmaids choose different garment styles in the same color, please keep in mind that slight color variations may occur. Although these differences will not be drastic, there may be slight shading differences between styles. This option is particularly popular for brides accommodating various body types within their bridal parties, ensuring everyone feels comfortable and confident.
PRIORITY/EXPEDITED ORDERS
We offer expedited orders with lead times of less than 8 weeks, subject to approval based on our production schedule. Before placing an expedited order, full payment and approval are required. By opting for an expedited order, you expressly waive all liability of VIOZÁ for any fit errors, design variances, or shipping delays.
Expedited orders incur a markup of at least thirty percent (30%) of the actual garment cost and are sent for production only after full payment is received. We advise customers to opt for express delivery through a reliable shipping service for expedited orders.
FITTINGS
We strongly recommend that clients attend 3 fittings at various stages of production, as achieving a perfect fit is central to our work at VIOZÁ. Additionally, we advise that the final fitting day should be scheduled at least 4 weeks before your event date.
For clients who are not based in Nigeria or choose not to attend fittings in person, we offer two options:
- Clients can opt to approve a model with similar or exact body measurements as themselves. In this case, we will contact a modeling agency, and the client will cover the full cost of the model’s charges.
- Alternatively, if the client prefers not to use a model, the garment can be shipped to their destination for fit adjustments. The client will be responsible for covering the cost of shipping both ways.
Please note that VIOZÁ will not be held responsible for any discrepancies in the fit of your garment(s) if, for any reason, you choose to forgo your fittings.
ALTERATIONS
VIOZÁ does not provide alteration services once the garment has been produced and packed for pickup/delivery or has left our production house. In the event that alterations are necessary due to issues with garment fit or deviation from the approved design, clients will be invoiced accordingly. Alteration charges will start from a minimum of $100 or its prevailing equivalent in Nigerian Naira. It’s important for clients to attend all stipulated fitting days unless otherwise communicated in writing by VIOZÁ. All garments can be adjusted during the fitting process to ensure a proper fit.
DELIVERY/LEAD TIME
The estimated lead time for your order varies between 8 to 24 weeks, depending on the type of garment ordered. Production begins once full payment or an eighty percent (80%) payment of the total invoiced cost has been confirmed received by us.
For wedding garments, we suggest placing your order at least 4–6 months before the wedding date to allow for shipping, handcrafting, fittings, and potential alterations before receiving the garment. It’s advisable to account for the garment arriving at least one month before the wedding to ensure sufficient time for any necessary adjustments.
FORCE MAJEURE: Neither party shall be liable or deemed to have breached this Agreement for any failure or delay in fulfilling its obligations (except for payment obligations) if such failure or delay is caused by events beyond the control of the affected party (“Impacted Party”), known as force majeure events (“Force Majeure Events”). These events may include acts of God, natural disasters, epidemics, pandemics, wars, terrorist acts, government orders or laws, embargoes, strikes, or shortages of power or transportation facilities.
The Impacted Party must provide notice to the other party within 15 days of the Force Majeure Event, stating the expected duration of the occurrence. The Impacted Party is required to make diligent efforts to end the failure or delay and minimize its effects. Upon resolution of the Force Majeure Event, the Impacted Party must resume its obligations as soon as reasonably practicable.
If the failure or delay persists for 30 days after notice is given, the other party may terminate the Agreement upon notice.
ORDER CANCELLATION
Orders can be cancelled within 24 hours of placement, incurring a cancellation fee of 50 USD or its equivalent in Nigerian Naira. However, if an event is cancelled, the full payment for the garment is still due as outlined in the invoice. Express orders cannot be cancelled at any time, and full payment will be forfeited if an express/expedited order is cancelled after placement and payment.
SHIPPING
Shipping, delivery confirmation, customs taxes, and insurance are not included in your invoice unless specifically stated and paid for as additional costs. Any losses or damages incurred during shipping by the courier are also not our responsibility. If you desire additional insurance or tracking, you must pay for these services separately.
RETURN POLICY
All garments are custom-made, and therefore, there are no exchanges or returns. All sales are final. Any concerns or issues must be raised during the first fittings of garment production. Once payment or deposit is received, you enter into a contract, so it’s important to ensure satisfaction with the design brief before production begins.
Requests for design alterations or returns solely due to a change of preference or dissatisfaction with how the garment fits your body type after our production advice are not accepted. However, if there are physical defects with your garment, please reach out to us for resolution.
In the event of event cancellation, the full amount for the garment is still due as outlined in the invoice.
COMMITMENT
At VIOZÁ, we prioritize your satisfaction with every purchase. If you’re not completely satisfied, our comprehensive return policy is here to assist you with any concerns.
RETURN TIMEFRAME
VIOZÁ provides a 7-day return policy. Please note that the return policy applies exclusively to ready-to-wear outfits.
ELIGIBILITY CRITERIA
To get your return approved, ensure the item is in perfect condition, unworn, unused, with tags attached, and securely packed. Also, include a copy of the receipt or proof of purchase.
IRREVERSIBLE PURCHASES
Custom made Garments/special orders cannot be returned.
Unfortunately, we cannot accommodate returns for sale items or gift cards.
ALTERATIONS AND EXCHANGES
VIOZÁ prioritizes accuracy and quality.
If there are discrepancies from customer-provided statistics, customers are responsible for any needed adjustments or remakes. Also, customers are responsible for return shipping costs in relation to inaccuracies.
INITIATING A GARMENT RETURN
To begin the return process, kindly send an email to our dedicated support team at support@vioza.com. Once your return is approved, we will promptly provide you with a return shipping label and comprehensive instructions on how and where to send your package.
It is important to note that returns must be authorized in advance. Returns received without prior approval will, unfortunately, not be accepted.
DAMAGE AND GARMENT-RELATED CONCERNS
We advise you to thoroughly examine your order upon delivery. If you identify any defects, damages, or receive the incorrect item, kindly notify us promptly. We are committed to assessing the issue and resolving it to your satisfaction.
REFUNDS
At VIOZÁ, we stand behind the quality of our products and strive to minimize the need for refunds. However, if you have any concerns, we’re here to assist you. Rather than offering traditional refunds, we provide alternatives such as adjustments, future order discounts, or complimentary gifts to ensure your satisfaction.
Our priority is to ensure that every VIOZÁ experience is positive. Please don’t hesitate to contact us at support@vioza.com for any return-related inquiries or assistance.