Nature of Service
Zeluchi Charles provides premium fashion services including:
- Bridal wear (Custom & Off-the-Rack)
Services are delivered across both custom (bespoke) and off-the-rack (curated) offerings, ensuring a balance of exclusivity, accessibility, and refined brand experience.
All services are experience-driven, detail-focused, and intentionally crafted to transform presence.
Off-the-Rack Policy
Zeluchi Charles operates across both custom (bespoke) and off-the-rack (curated) offerings. Each category is governed by distinct service and product expectations.
Off-the-Rack (Ready-to-Wear & Bridal) Purchases
- Off-the-rack items are sold as completed pieces, reflecting the brand's design, specifications, and finishing standards at the point of purchase.
- Clients are responsible for reviewing and confirming satisfaction with the item prior to final purchase.
Alterations for Off-the-Rack Items
- Off-the-rack purchases may be eligible for alteration services under TAS by ZC, subject to Garment condition and brand discretion/internal policy
- Feasibility of requested adjustments: Requests for alteration must be made within 25 days of purchase received after delivery.
- Alterations requested beyond this period will be treated as independent TAS by ZC services and subject to standard terms and pricing.
Returns & Exchanges
- Returns or exchanges for off-the-rack items are only considered under controlled conditions.
- Any request for return or exchange must be made within 15 days of purchase or order received after delivery.
- To be eligible for consideration, items must be:
- Unwashed and unused
- Unaltered
- In original condition, including tags, packaging, and finishing
- Items that show any signs of being washed, damage, or post-purchase alteration will not be eligible for return, exchange, or refund.
- All requests are subject to inspection and approval by Zeluchi Charles.
- When received, either of the following are applicable:
- Exchange for another item
- Store credit
- Alterations or alternative resolution aligned with brand standards
- Refunds are issued in accordance with internal policy, that do not compromise brand standard and integrity.
Product Integrity & Final Authority
All decisions regarding custom orders, off-the-rack purchases, returns, or exchanges are made in alignment with:
- Product integrity
- Craftsmanship standards
- Brand positioning
Zeluchi Charles reserves the right to decline requests that compromise the quality, structure, or intended design of any garment.
Consultations
- Other off-the-rack purchase that require consultation are advised
- Consultation fees are non-refundable.
Fittings & Timelines
- Clients are expected to attend scheduled fittings.
- Timelines are agreed upon in advance and must be respected.
- Delays caused by missed fittings or late responses may affect delivery timelines.
Pricing & Payment Structure
- Pricing for off-the-rack pieces reflects design value, quality of materials, and brand positioning, and prices will be known immediately, as seen on the website.
- A deposit is required for all custom and made-to-measure work before production begins.
- Full payment must be completed before final delivery or collection of garments.
All pricing reflects the brand's commitment to excellence, craftsmanship, and elevated customer experience.
Delivery & Collection Policy
Zeluchi Charles ensures that all garments are delivered or made available for collection in alignment with agreed timelines and quality standards.
Off-the-Rack Purchases
- Off-the-rack items are available for immediate collection or dispatch upon full payment.
- Where alterations are requested:
- Delivery timelines will be adjusted accordingly
- Items will only be released upon completion of agreed services
Delivery Methods
- Delivery methods (pickup, courier, or third-party logistics) are chosen by the client at purchase process.
Refund & Cancellation Policy (All Divisions)
Policy Overview
Zeluchi Charles operates across multiple service-based and product-based divisions, each delivered with a commitment to excellence, intentionality, and transformation.
Due to the customized, creative, and service-oriented nature of our offerings: All payments made to Zeluchi Charles are considered final and non-refundable unless explicitly stated otherwise.
This policy ensures the protection of time, resources, craftsmanship, and planning invested into each client engagement.
Deposits & Booking Commitments
- All deposits are non-refundable.
- Deposits are required to secure:
- Production timelines
- Consultation or Academy slots
- Creative planning and resource allocation
- Deposits or bookings signifies commitment from both the client and the brand.
Failure to proceed after confirmation does not constitute grounds for refund, however concession could be made by the brand in accordance to internal policies, based on verifiable reasons presented by the client.
Service-Based Work
- Once a service has commenced, it is non-refundable.
- Completed services are not eligible for refund under any circumstances.
- Where necessary, the brand may offer:
- Reasonable adjustments
- Refinements within the agreed scope
These do not constitute a re-performance of the service.
Off-the-Rack Purchases (Fashion Division)
- Off-the-rack items are refundable once purchased, unless otherwise disapproved under Section (Returns & Exchanges) above.
- Any approved exchange or resolution is subject to:
- Product condition
- Timeline
- Brand discretion
Cancellations, Rescheduling & Missed Appointments
- Clients are required to provide reasonable notice for cancellations or rescheduling.
- Late cancellations may result in:
- Forfeiture of deposits
- Additional rescheduling fees
- Re-enrollment fees
- Re-booking or re-enrollment is subject to availability and approval.
- Missed appointments or slots without prior notice may result in:
- Loss of booking
- Additional charges
- Reduced priority for future scheduling
Considerations or concessions are possible when communication or prior notice is received by the brand. The brand holds the right in accordance to internal policies, to consider or rescind.
Exceptional Circumstances
Requests for exceptions (if any) are:
- Reviewed on a case-by-case basis
- Not guaranteed
- Subject to brand discretion
Approval of any exception does not establish precedent for future cases.
Brand Authority
Zeluchi Charles reserves the right to:
- Interpret and apply this policy
- Make final decisions on all refund, cancellation, and all aspects of internal policy
All decisions are made in alignment with:
- Brand standards
- Service integrity
- Commitment to excellence
General Principles
All services across Zeluchi Charles are governed by the following principles:
- Excellence in execution
- Intentional service delivery
- Respect for craftsmanship and process
- Transformation as the core outcome
Engaging with any Zeluchi Charles service implies alignment with these standards.