Refund Policy

Whether you order through a limited drop, a ready-to-ship listing, or a bespoke commission, your piece is tailored or crafted specifically for you. Because materials are committed and garments are cut or altered to individual measurements, purchases are exempt from standard statutory cancellation and change-of-mind return rights once production commences. However, for all orders, you may request a cancellation and full refund within 24 hours of purchase, provided tailoring, yarn preparation, or pattern cutting has not yet begun. Once tailoring or production has commenced (or after 24 hours), standard change-of-mind returns, exchanges, and cancellations are not accepted. We do not run sale events or discounted clearance lines. All pieces are crafted at full value under consistent atelier terms.

Sizing or tailoring confirmation is required before production or dispatch can begin. Clients must provide accurate measurements or fit details promptly upon purchase within the timeframe requested.

Production and dispatch begin once required sizing information is verified. Any delay caused by late or incomplete sizing information may reschedule dispatch accordingly.

Every piece undergoes careful quality inspection and is securely packaged before dispatch.

Please inspect your piece promptly upon arrival. If an item arrives damaged in transit, defective in materials or construction, or materially differing from confirmed order specifications:

• Contact our atelier team at care@us.3lato.com (we recommend contacting us within 48 hours of delivery to expedite carrier claims, without limiting your statutory consumer rights or payment card protection).
• Provide your order number, a clear description of the issue, and detailed photographs.

We hold the right to review each situation individually. Upon verification, 3LATO will provide an appropriate remedy, which may include complimentary atelier alteration, repair, remake/replacement, or a refund where a satisfactory replacement or repair cannot be made.

Where a refund is approved by 3LATO, the reimbursement will be processed directly to your original payment method within 5 to 10 business days.

Where an alteration, inspection, or authorized return is agreed upon in writing, items must be securely packaged and shipped to our atelier return address: 3LATO (3viskova ltd), 128 City Road, London, EC1V 2NX, United Kingdom. Please do not return any parcel without prior written authorization and tracking confirmation from our client care team.

Problems caused by third-party alterations, accidental damage, misuse, or failure to follow garment care instructions are not eligible for complimentary alteration or refund.

We work closely with clients to achieve an exquisite fit. If there is a significant discrepancy against the confirmed measurements provided, 3LATO reserves the right to review the garment and offer complimentary atelier adjustments.

For orders involving an agreed deposit or approved split-payment arrangement confirmed in writing:

• Deposits and progress payments become non-refundable once fabric cutting, sourcing, or atelier production time has been committed.
• Full balance payment is required prior to courier dispatch.

Nothing in this policy limits or affects your statutory legal rights under the UK Consumer Rights Act 2015 or applicable local consumer protection legislation in the event that goods are faulty or misdescribed.

All orders are dispatched using tracked and fully insured courier services. In the rare event of transit damage or loss, 3LATO manages the courier investigation and will provide a replacement piece or prompt full refund if the carrier declares the parcel lost. Unauthorized returns or refused deliveries without prior written authorization from 3LATO will not be accepted and may incur return courier costs deducted from any eligible resolution.

For any questions regarding sizing, orders, or policies, please contact:

• Trading name: 3LATO
• Legal entity: 3viskova ltd (Company No. 15640792)
• Registered office & return inspection address: 128 City Road, London, EC1V 2NX, United Kingdom
• Customer support email: care@us.3lato.com
• Customer support phone (US): +1 (888) 314-3860
• Customer support phone (UK / Atelier): +44 20 8123 3528
• Support hours: Monday to Friday, 9:00 AM – 6:00 PM. We respond to email enquiries within 24–48 hours.