Returns, Exchanges & Refund Policy

Last updated: August 15, 2026

Made for You. Final Sale.

Every FilmyCloset outfit is prepared after an order is placed. Our pieces may involve fabric sourcing, production, handwork, custom sizing or design adjustments specifically for each customer.

Because time, materials and craftsmanship are committed especially to your order, all made-to-order, customised and personalised purchases are considered final sale.

We do not accept returns, refunds, replacements or exchanges for change of mind, sizing concerns, personal preferences or reasons unrelated to a verified error by FilmyCloset.

Nothing in this policy limits any consumer rights that cannot legally be excluded in the customer’s jurisdiction.

Please Check Before Ordering

Before placing an order, customers are responsible for reviewing:

• The complete product description

• All product images

• The product-specific size chart included in the image gallery

• Fabric, colour and design details

• Processing and estimated delivery timelines

• Customisation details, if applicable

• International shipping and customs information

Every FilmyCloset design may have a different fit. Please do not select a size only based on what you usually wear in another brand or another FilmyCloset outfit.

Contact support@filmycloset.com before ordering if you need assistance with sizing or custom measurements.

Returns, Exchanges or Refunds Are Not Accepted For

We do not accept returns, exchanges, replacements or refund requests for:

• Change of mind after placing or receiving the order

• Selecting the wrong standard size

• Providing incorrect or incomplete custom measurements

• An outfit being too loose, fitted, short or long because of the size or measurements selected by the customer

• Personal fit, length, coverage or comfort preferences

• Not liking the colour, fabric, design, style or overall appearance after delivery

• An outfit not looking the same on the customer as it does on a model or celebrity

• Ordering multiple sizes or styles with the intention of keeping only one

• Minor colour differences caused by lighting, photography or screen settings

• Minor variations in embroidery, embellishments, print placement or handmade details

• Variations that fall within the measurement tolerance disclosed in our Size Guide

• Sale, promotional, discounted or gift-card purchases

• Items that have been worn, washed, altered, perfumed, damaged or used

• Missing, removed or damaged tags and original packaging

• Delays caused by customs, courier operations, incorrect addresses or circumstances outside our reasonable control

• Refusal to accept delivery or failure to pay applicable customs charges

Size and Custom-Measurement Responsibility

Each FilmyCloset product has its own size chart included within the product-image gallery. Customers must check the chart for the specific outfit before selecting a size.

If you choose a standard size, you are responsible for selecting the correct size according to that product’s size chart.

If you request custom sizing, you are responsible for providing accurate body measurements. We will not provide a return, refund, replacement or free exchange when a fit issue results from:

• Incorrect measurements provided by the customer

• Measurements taken differently from the instructions in our Size Guide

• Changes in the customer’s measurements after ordering

• Personal fit preferences that were not communicated and confirmed before production

• Selecting a standard size without checking the product-specific size chart

If the finished outfit materially differs from the measurements or customisation details confirmed by FilmyCloset due to a verified production error on our part, the issue may qualify for review.

Issues Eligible for Review

We will review a request when:

• The item arrives damaged

• The item has a significant manufacturing defect

• You receive a different product, colour or size from the one confirmed in your order

• FilmyCloset makes a confirmed error in approved custom measurements or customisation details

• The product materially differs from the description presented at the time of purchase

Normal wear, accidental damage, improper washing, customer alterations, personal preferences and minor handmade variations are not considered manufacturing defects.

Reporting a Damaged, Defective or Incorrect Item

Please inspect your order immediately after delivery.

To report an eligible issue, contact support@filmycloset.com within 48 hours of delivery and provide:

• Your full name

• Order number

• Product name

• A clear explanation of the issue

• Clear photographs of the complete outfit

• Close-up photographs of the damaged, defective or incorrect area

• Photographs of the shipping label and packaging

• A clear unboxing video, if available

• Measurement photographs with the measuring tape visible if reporting a production-related sizing error

Please keep the outfit unworn, unwashed, unaltered and with all original tags and packaging until the request has been reviewed.

Submitting a request does not automatically guarantee a refund, replacement or exchange. Every request will be assessed using the evidence provided and the original order details.

The 48-hour reporting period applies to our voluntary review process and does not restrict longer non-waivable rights provided by applicable law.

Resolution for a Verified FilmyCloset Error

If we confirm that the issue resulted from damage in transit, a significant manufacturing defect, an incorrect item or a production error by FilmyCloset, we will provide an appropriate resolution.

Depending on the issue, customer location, product availability and applicable law, the resolution may include:

• Repair or alteration assistance

• Replacement of the affected item or component

• Store credit

• A partial refund

• A full refund where repair or replacement is not reasonably possible or where required by law

The appropriate solution will be determined after reviewing the issue. A customer may not automatically select their preferred remedy unless applicable law provides that right.

Shipping Costs When the Error Is Ours

If we confirm that the issue was caused by FilmyCloset, we will cover the reasonable authorised reverse-shipping and replacement-shipping costs.

Customers must follow the return or shipping instructions provided by our support team. Shipping costs arranged independently without written approval will not be reimbursed.

Exceptional Exchange or Replacement Requests

Made-to-order and customised products remain final sale. Customers do not automatically qualify for an exchange or replacement because of:

• A sizing issue

• Incorrect measurements provided by the customer

• Change of mind

• Personal fit preferences

• Not liking the product after delivery

However, FilmyCloset may choose to approve an exchange, alteration or replacement as a special exception after reviewing the request.

If an exchange or replacement is approved for an issue that was not caused by FilmyCloset, the customer will be responsible for:

• Complete reverse-shipping charges

• Shipping charges for sending the exchanged or replacement item

• Any customs duties, import taxes, VAT, brokerage or courier-clearance charges

• Any alteration costs

• Any price difference or additional production charges, where applicable

Approval is entirely case-specific. Approval of one exceptional request does not create an obligation to approve similar requests in the future.

The item must remain unworn, unwashed, unaltered and in its original condition with all tags and packaging. The customer must follow the return timeframe and instructions provided by our support team.

International Orders

All international made-to-order and customised purchases are final sale, except for verified eligible issues or where applicable law requires otherwise.

FilmyCloset does not currently offer a standard international reverse-pickup service. Therefore:

• Do not send an international order back without written approval.

• The Canadian business address is not an authorised return address.

• If a physical return is required, the correct return instructions will be provided after approval.

• When an international return is not practical, we may assess the issue using photographs, videos, measurements and other evidence.

• An approved resolution may be provided without requiring the product to be physically returned.

FilmyCloset is not responsible for unauthorised international returns or shipping expenses incurred without prior written approval.

If an exceptional international exchange is approved for an issue that was not caused by FilmyCloset, the customer must pay the reverse-shipping, replacement-shipping and applicable customs charges.

If the issue is a verified FilmyCloset error, we will cover the reasonable authorised shipping costs or provide another appropriate resolution based on the circumstances.

International Customs Duties and Import Charges

International orders may be subject to customs duties, import taxes, VAT, brokerage charges or courier-clearance fees imposed by the destination country.

These charges are:

• Not included in the product price or shipping fee unless clearly stated at checkout

• Determined by the destination country’s customs authority

• Collected directly from the recipient by customs or the shipping carrier

• The responsibility of the customer or recipient

Customs and courier-clearance charges are more commonly collected on express international shipments sent through carriers such as DHL, UPS or FedEx.

Some normal or standard-shipping orders may not attract these charges. However, FilmyCloset cannot guarantee that standard shipping will always be duty-free because customs authorities may assess any international shipment based on its value, origin, category and destination-country regulations.

If customs or the courier requests payment before releasing the order, the customer must pay the amount directly to the relevant authority or shipping carrier.

FilmyCloset does not control, collect or determine these charges and will not pay or reimburse customs duties, import taxes, VAT, brokerage fees or courier-clearance charges, except where required by law or expressly confirmed by us in writing.

Refusing delivery or failing to pay applicable customs charges does not qualify an order for a refund.

If a refused or unclaimed parcel is returned or additional charges are billed to FilmyCloset, those charges may be deducted from any amount that is legally refundable.

Shipping Charges, Duties and Taxes

Original shipping fees, express-delivery charges, reverse-shipping expenses, customs duties, import taxes, VAT and brokerage charges are non-refundable once an order has been dispatched, except where required by law or where the expense results from a confirmed FilmyCloset error.

Customers are responsible for:

• Providing a complete and accurate delivery address

• Responding to courier or customs communications

• Paying applicable customs duties and import charges

• Receiving the order within the courier’s delivery or collection period

Order Changes and Cancellations

Because production may begin soon after an order is confirmed, cancellation or modification requests must be submitted immediately.

Cancellation, size changes, address changes or customisation changes are not guaranteed.

Once fabric has been sourced or cut, customisation has started or the outfit has entered production, the order cannot normally be cancelled, changed or refunded.

Please carefully review all order details before completing payment.

European Union and Other Mandatory Consumer Rights

Certain customers may have mandatory rights based on the country where they live.

Under European Union rules, the standard 14-day withdrawal right may not apply to goods made to the customer’s specifications, made to order or clearly personalised.

If an item is not legally considered customised or personalised and applicable law provides a mandatory withdrawal right, FilmyCloset will honour that right.

The item must remain unworn, unused, unwashed and unaltered, with its original tags and packaging.

For an eligible change-of-mind withdrawal, the customer will be responsible for authorised return-shipping costs unless applicable law provides otherwise.

Damaged, defective, incorrect or non-conforming products will be handled according to applicable legal requirements.

Nothing in this policy excludes or reduces any legal guarantee or consumer remedy that cannot legally be waived.

Unauthorised Returns

Do not return any item without first receiving written approval and return instructions from FilmyCloset.

Packages sent without approval, sent to the Canadian business address or sent to an unauthorised location may be refused and will not automatically qualify for a refund, replacement or exchange.

FilmyCloset is not responsible for unauthorised return-shipping expenses, customs charges or lost packages.

Contact Us

For questions regarding sizing, custom measurements, damaged products or order-related concerns, contact:

Email: support@filmycloset.com

Please include your full name and order number in all order-related communication.