Nature of Service
Zeluchi Charles provides premium fashion services including:
- Custom couture
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.
Custom (Bespoke) Policy
Zeluchi Charles operates across both custom (bespoke) and off-the-rack (curated) offerings. Each category is governed by distinct service and product expectations.
Custom (Bespoke) Orders
- All custom orders are final and non-refundable due to their personalized and made-to-measure nature.
- A deposit of 70% deposit is required to begin, due to nature of service.
- Each piece is created based on approved designs, measurements, and specifications, confirmed during consultation.
- Minor adjustments/alterations may be made where necessary to align with agreed expectations; however, such adjustments do not constitute a redesign or re-creation of the garment.
- Zeluchi Charles retains creative and technical authority over execution to ensure alignment with craftsmanship standards and garment 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
- All custom and couture services begin with a consultation.
- Consultations may be required before pricing is finalized.
- 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 custom services is based on design complexity, fabric selection, craftsmanship, and finishing level.
- A deposit is required for all custom and made-to-measure work before production begins. See section (Custom (Bespoke) Order) above.
- 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.
Rush Orders
- Rush services may be accepted at the brand's discretion.
- Additional charges will apply based on urgency and complexity.
Delivery & Collection Policy
Zeluchi Charles ensures that all garments are delivered or made available for collection in alignment with agreed timelines and quality standards.
Custom (Bespoke) Orders
- Delivery timelines for custom garments are agreed upon during consultation and confirmed prior to production.
- Clients will be notified when garments are ready for final fitting, delivery, or collection.
- Final delivery is subject to:
- Completion of all required fittings
- Full payment clearance
- Zeluchi Charles is not responsible for delays resulting from:
- Missed fittings
- Late client responses
- Changes initiated after production has commenced
Delivery Methods
- Delivery or collection methods (pickup, courier, or third-party logistics) are agreed upon or chosen by the client in advance or at purchase process.
- Where delivery is arranged:
- Clients are responsible for providing accurate delivery details
- Risk may transfer upon handover to the delivery provider (where applicable)
Collection Responsibility
- Clients are expected to collect completed items within a reasonable timeframe after notification.
- Failure to collect items may result in:
- Storage limitations (see applicable section)
- Restricted liability for the condition of uncollected items over extended periods
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.
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.